Director, Audience Experience & Theatre Operations

Jersey Opera House; Hilton Head Island (SC); On-site; USD 60,000 - 74,000; Full time

Job summary

Jersey Opera House is seeking a Head of Customer Experience to lead FOH, hospitality and customer journey initiatives. You will drive a cohesive experience across events, improve accessibility, and shape the theatre's commercial strategy.

Reporting to the CEO, you will manage FOH teams, oversee bar and catering, and ensure health and safety compliance while monitoring budgets and performance for the organisation's success.

Qualifications

• Proven experience in a senior customer experience or Front of House role, ideally in theatre or live events.
• Strong understanding of audience needs, accessibility standards and inclusive practices.
• Leadership with ability to motivate and give feedback and manage a team.
• Experience with budgeting, operational performance and commercial income generation.

Responsibilities

• Develop and implement a customer experience strategy aligned with the theatre’s brand and values.
• Oversee Front of House functions, duty management and accessibility across performances.
• Set high customer service standards and handle escalated issues professionally.
• Lead on commercial income generation and oversee bar, catering, events and fundraising.
• Manage facilities maintenance, health and safety compliance, and budgeting.
• Line manage permanent and freelance staff, set objectives and review performance.
• Ensure reporting to CEO and board with accurate forecasts and metrics.

Skills

Senior customer experience leadership

FOH leadership

Customer journey & accessibility

Budgeting & financial oversight

People management & scheduling

Job description

Jersey Opera House is seeking a Head of Customer Experience to lead FOH, hospitality and customer journey initiatives. You will drive a cohesive experience across events, improve accessibility, and shape the theatre's commercial strategy.

Reporting to the CEO, you will manage FOH teams, oversee bar and catering, and ensure health and safety compliance while monitoring budgets and performance for the organisation's success.