Venue Operations Director – Growth & Experience

Black Country Sales and Lettings; Dudley; On-site; GBP 45,000 - 65,000; Full time

Job summary

Black Country Sales and Lettings is seeking an experienced General Manager to lead a busy, multi-attraction indoor leisure venue in Dudley. This role is hands-on, accountable for people, operations, customer experience and commercial performance, with close collaboration to the CEO and leadership team.

You will drive weekly performance, oversee payroll and staffing, and deliver strong operational standards across attractions and F&B, especially during weekends and peak periods.

Qualifications

• Proven experience as a General Manager, Operations Manager, Venue Manager or senior operational leader.
• Experience within leisure, hospitality, attractions, entertainment or another fast-paced customer-facing environment.
• Strong commercial awareness and experience managing financial performance.
• A strong understanding of UK payroll, rota planning and workforce management.
• Experience leading multi-disciplinary teams.
• The confidence to manage managers and hold people accountable.
• Strong organizational and problem-solving skills.
• A practical, structured and commercially minded approach.
• The ability to remain calm and decisive under pressure.
• A genuine willingness to lead from the front.

Responsibilities

• Take ownership of weekly operational and commercial performance.
• Monitor revenue, payroll, margins, spend per head and other key KPIs.
• Ensure payroll and staffing levels are aligned with customer demand.
• Identify cost pressures and opportunities to improve efficiency.
• Protect margins while maintaining high operational and customer standards.
• Provide clear, accurate and commercially meaningful reporting to the CEO and leadership team.
• Lead the day-to-day operation across all attractions and Food & Beverage.
• Ensure the venue is safe, operationally ready and consistently well presented.
• Maintain strong attraction uptime and oversee maintenance requirements.
• Ensure effective opening, closing and handover procedures.
• Manage operational issues quickly and effectively.
• Maintain high standards across the entire customer journey.
• Provide visible leadership across the venue, particularly during weekends and peak trading periods.
• Lead, develop and hold managers and supervisors accountable.
• Establish clear responsibilities, reporting lines and performance expectations.
• Ensure effective recruitment, onboarding and training.
• Build a professional, stable and high-performing team culture.
• Address performance and attendance issues promptly and fairly.
• Take ownership of customer experience across the venue.
• Ensure complaints, refunds and escalations are handled professionally and consistently.
• Monitor customer feedback and identify opportunities for improvement.
• Ensure booking, capacity and operational systems support a smooth customer journey.
• Ensure key operational processes are clearly documented.
• Build systems and procedures that reduce reliance on individual knowledge.
• Maintain strong rota, payroll and attendance controls.
• Ensure operational reporting is accurate, timely and decision-ready.
• Drive continuous improvement across the venue.

Job description

Black Country Sales and Lettings is seeking an experienced General Manager to lead a busy, multi-attraction indoor leisure venue in Dudley. This role is hands-on, accountable for people, operations, customer experience and commercial performance, with close collaboration to the CEO and leadership team.

You will drive weekly performance, oversee payroll and staffing, and deliver strong operational standards across attractions and F&B, especially during weekends and peak periods.