Senior Ops & Guest Experience Lead (2 days/wk, FTC)

Liverpool Experience Campus; Liverpool; On-site; GBP 35,000 - 60,000; Part time

Benefits offered by this job

An enhanced holiday scheme which grows

Excellent pension scheme

Premium health care policy

Enhanced maternity, paternity and adop

Occupational sick pay scheme

Free onsite parking

Travel pass scheme

Cycle to Work scheme

Employee Reward Platform

Wellbeing strategy

Mental Health First Aiders on site

Job summary

Liverpool Experience Campus is seeking a highly organised Senior Operations and Guest Experience Manager to join our Operations and Venue Management team on a job-share basis, working two days per week. This is a flexible role where working days will vary in line with event schedules and business demands.

You will lead Operations Support, Guest Experience and Hospitality FOH teams, oversee event resource planning and liaise with security, stewards, cleaners and venue logistics services to ensure

Qualifications

• Significant experience in an operational, venue management, hospitality or event management environment.
• Experience leading and developing teams.
• Strong stakeholder management and communication skills.
• Experience of managing service providers, contractors or outsourced services.
• Strong commercial awareness and budget management experience.
• The ability to balance operational priorities whilst maintaining exceptional customer service standards.
• A proactive, solutions-focused approach with excellent attention to detail.

Responsibilities

• Lead and support the Operations Support, Guest Experience and Hospitality FOH teams.
• Oversee event resource planning and coordination across security, stewarding, cleaning, hospitality and venue logistics services.
• Manage customer feedback and complaint processes, ensuring excellent service recovery and continuous improvement.
• Drive the ongoing development of guest experience standards across the campus.
• Support the delivery of hospitality offerings, VIP experiences and revenue-generating services.
• Monitor operational performance, analyse data and produce management reports.
• Manage contractor and supplier relationships, ensuring service standards and contractual obligations are achieved.
• Contribute to budget management, financial control and commercial performance.
• Support the planning and delivery of high-profile events and operational projects.
• Promote a culture of collaboration, accountability, innovation and exceptional customer service.

Job description

Liverpool Experience Campus is seeking a highly organised Senior Operations and Guest Experience Manager to join our Operations and Venue Management team on a job-share basis, working two days per week. This is a flexible role where working days will vary in line with event schedules and business demands.

You will lead Operations Support, Guest Experience and Hospitality FOH teams, oversee event resource planning and liaise with security, stewards, cleaners and venue logistics services to ensure