Operations Manager

Box; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading cinema establishment in London is seeking a dedicated Manager to oversee operations, ensuring safety compliance, managing projections, and enhancing customer experience. The ideal candidate is passionate about film, has solid technical skills, and excellent customer service abilities. This full-time position requires flexibility with hours, including weekends and evenings.

Qualifications

• Experience managing technical aspects of programming and projections.
• Ability to manage customer queries and complaints professionally.
• Passionate about film and cinema.

Responsibilities

• Manage due diligence relating to health and safety, fire safety, and risk assessments.
• Ensure routine maintenance and servicing of equipment.
• Update film schedule and customer-facing website.
• Handle customer service and membership database queries.
• Report on financial performance of films and events.

Skills

Experience with INDY

Customer service skills

Technical knowledge of projections

Hospitality knowledge

Communication skills

Tools

INDY

CSS

Customer.io

Canva

Job description

Full-time role, 35 hours a week (including some weekend and evening work)

• To manage all the due diligence relating to Health & Safety, Fire Safety, Legionella Management and Risk Assessments etc
• To ensure that routine maintenance and servicing is conducted on all equipment used by staff
• To have a working knowledge of the Point of Sale/Website CMS/Projection TMS and day to day operation of the Cinema and Cafe/Bar to maintain the smooth running of the business.
• To manage customer service and the membership database and answer queries by email

Cinema/Projection Department

• To ensure the film schedule/website is updated promptly. Ensure that all films and KDMS have arrived on time, have been ingested, tested and scheduled for projection with the correct volume/trailers and lighting cues for each screen
• Creating film entries and the weekly film schedule on INDY.
• Monitoring and reporting any issues with INDY that may affect customer experience (membership etc). Assisting customers with any website user queries
• Updating and improving the website including content management/events/marketing – coordinating digital content, newsletters and information about events/promos.
• Creating promotional pre-show and media videos for special events. arrangements for special events, handling the projection and tech for screening and bar on the day
• To have a comprehensive knowledge of the film program and the local audience to understand the programming choices
• To ensure the prompt delivery/transport/testing/scheduling of all film content and managing additional content where necessary
• To assist the FOH manager with the operational requirements of events and private hires
• To manage relationships with all contractors/service providers and ensure all equipment/service is operating up to standard and looked after

Due Diligence and administrative duties

• To ensure all staff records are stored/updated correctly and that staff are trained and briefed on their responsibilities – this includes making sure they have the relevant qualifications and certificates
• To deal promptly and firmly with any issues caused by customers or members of the public causing disruption. To escalate where necessary and safeguard staff with training and resources
• To keep record of and test the systems that maintain a safe working environment; Fire prevention system, Health & Safety, Legionella etc
• To update and develop job roles/responsibilities where relevant in order to maintain and efficient operation of the cinema
• To provide round ups and reports on financial performance of films/events/products for the insight of the Directors’ board
• To keep track of staff rota and labour spend, managing budget where necessary

Person specifications

• have experience with INDY, CSS, Customer.io, Rosetta Bridge, Canva
• have a good working knowledge of all technical aspects of programming and projections
• have a good working knowledge of hospitality
• be passionate about film and cinema
• demonstrate the ability to deal promptly and politely with any customer queries or complaints
• demonstrate the ability to engage with customers in a professional and welcoming manner

The closing date for this position is 06/10/2025 at 12:00