Senior Venue Operations and Customer Experience Lead

Allscreens Nationwide Ltd; Greater London; On-site; GBP 52,000 - 72,000; Full time

Job summary

Ambassador Theatre Group in London seeks a Deputy General Manager to support the General Manager and lead the Customer Experience Team and Stage Door, ensuring a seamless, customer-centric venue operation.

You will work with venue heads and central teams to drive commercial performance, training, and brand consistency while deputising during absences and championing ATG’s values across the venue.

Qualifications

• Experience in a management capacity at team leader/department head level.
• Excellent verbal and written communication skills.
• Personal license holder or willing to obtain one.
• Health and Safety qualifications or experience.
• Relevant management qualifications or training.
• Genuine interest in live entertainment industry; experience in the sector is desirable.

Responsibilities

• Lead by example to help the venue achieve goals and provide Duty Management cover.
• Oversee customer experience and ensure inclusive, accessible venue operations.
• Collaborate with HR to train staff and maintain world-class customer service.
• Act as brand ambassador and ensure consistency across concepts.
• Support social media engagement and strengthen patron relationships throughout the year.
• Create and analyze financial reports; monitor venue KPIs and budgets.
• Manage building maintenance projects and safety reporting; uphold a healthy work environment.

Skills

Management experience

Communication skills

Personal license

Health and Safety qualifications

Relevant management qualifications

Interest in live entertainment

Job description

Ambassador Theatre Group in London seeks a Deputy General Manager to support the General Manager and lead the Customer Experience Team and Stage Door, ensuring a seamless, customer-centric venue operation.

You will work with venue heads and central teams to drive commercial performance, training, and brand consistency while deputising during absences and championing ATG’s values across the venue.