Head of Customer Experience and Operations

Join Derby Theatre’s senior management team and play a pivotal role in shaping exceptional visitor experiences. As Head of Customer Experience & Operations, you’ll lead the strategic design and delivery of our audience journey while driving commercial growth through secondary spend, conference hires, and other revenue-generating opportunities.

You will have demonstrable experience running a commercial trading operation, with a proven ability to drive revenue growth and profitability. Experience in a theatre or arts setting is ideal but what is more important is a can-do attitude to work and an alignment with the values of Derby Theatre: exciting, inclusive, empowering, welcoming and caring.

You will be able to demonstrate leadership skills, and have a record of experience managing and developing customer facing teams.

Responsibilities:

1. Develop, evolve and implement Derby Theatre’s commercial strategy, identifying new income streams and opportunities.
2. Lead cross-functional planning to create integrated commercial offers.
3. Develop, promote and manage catering, conference hires, and other revenue-generating activities, to maximise turnover, gross profit margins, and overall profitability.
4. Develop business plans and models that support the delivery of the Theatre’s Business Plan, providing insightful reports and recommendations for operational improvements and growth.
5. Monitor and report on Key Performance Indicators (KPIs) such as yield per visitor, conversion rates, event occupancy and ancillary income per event.
6. Responsible for achieving agreed revenue targets across retail and hospitality commercial channels
7. Lead the visitor experience, empowering staff to deliver exceptional standards of customer service to all visitors, including front-of-house, backstage, and staff areas.
8. Oversee customer service teams, guiding performance and process improvements.
9. Ensure the theatre is safe, clean and welcoming to all, always.
10. Ensure the maintenance and repair of furniture, fixtures, and fittings within the front-of-house areas.
11. Be a lead advocate for access and inclusion at Derby Theatre, driving best practice and innovation.
12. Develop and implement strategies to enhance accessibility for all visitors, ensuring compliance with relevant legislation and promoting a culture of inclusivity.
13. Keep up to date with best practice in relation to access, ensuring that plans are co-designed with customers and participants to implement a wide programme of access and inclusion in all areas of audience experience. Plan the operation of the theatre and customer experience team to ensure the security and wellbeing of staff, customers, assets, and resources.
14. Develop and implement business continuity plans and major incident procedures, including establishing the theatre’s compliance with Martyn’s Law.
15. Ensure health & safety, food hygiene, licensing, security, accident/incident reporting, and insurance requirements are implemented, tested and reviewed.
16. Working with the University of Derby Estates Team, ensure compliance with all statutory requirements relating to the building and operations.
17. Manage delegated contractor and SLA relationships, ensuring value for money and service quality.
18. Ensure emergency policies and procedures are monitored, reviewed, and updated as necessary, and conduct training and drills as required.
19. Manage budgets, ensuring spending limits are observed and best value is achieved, and ensure day-to-day financial practices comply with financial procedures.
20. Play a key part in the annual budget setting process and monthly forecasting.
21. Actively promote and embody the values and mission of the Learning Theatre, and support Derby Theatre’s role as a learning environment.
22. Lead and facilitate learning opportunities and provide operational support to assigned learning productions and projects and engage with the University of Derby’s theatre-related higher education provision.
23. Proactively implement green policies and practices across the department.
24. Advocate for and actively contribute towards the Equalities, Diversity, and Inclusion strategy and implementation of plans.
25. Contribute to the overall development of the organisation, keeping up-to-date with industry best practice.
26. Carry out appraisals for your assigned team members and recommend development opportunities
27. Take an active role in the team, and attend team, departmental and cross-organisation meetings as required.
28. Ensure that Derby Theatre’s policies, procedures and values are observed in every area of the department’s work.
29. Act always in the best interests of Derby Theatre, always protecting intellectual property and confidential information.
30. Carry out any other duties as may reasonably be required from time to time, commensurate with the level of the post.

 

Person Specification

Essential Criteria

Qualifications

• Holds personal license or has ability to achieve within six months

Experience

• Demonstrable experience in running commercial trading operations, e.g., catering or retail, including budget preparation, forecasting, and financial reporting, with a proven ability to drive revenue growth and profitability
• Proven experience of working to and exceeding income targets, with a strong understanding of financial management principles and practices
• Experience in team and stakeholder leadership across commercial and operational planning
• Advanced financial and budget management experience, with a working knowledge of complex financial systems and the ability to analyse and interpret financial data to inform strategic decision-making
• Substantial building/venue management experience, including facilities maintenance
• Demonstrable experience in a similar operational role at senior management level in a theatre or arts organisation, with a track record of achieving significant operational improvements and strategic objectives

Skills, knowledge & abilities

• Genuine enthusiasm for theatre and commitment to supporting the learning and educational programmes at Derby Theatre, and a deep understanding of the Learning Theatre model and its implications for operations
• Excellent attention to detail and a meticulous approach to all aspects of the role, with a focus on ensuring the highest standards of quality and accuracy
• Track record in delivering multi-channel income growth
• Financial literacy (budget and P&L management)
• Exceptional communication skills with the ability to effectively communicate complex information to a variety of audiences, including senior management, staff, and external stakeholders
• Excellent organisational and time-management skills, with a proven ability to manage multiple priorities, delegate effectively, and meet tight deadlines in a fast-paced environment
• Demonstrable knowledge of access issues in venues and a demonstrable track record of developing and implementing innovative access provision strategies
• Sound knowledge of relevant legislation and regulations, including health and safety (H&S), fire safety, licensing, security, and Environmental Health/food safety, with a proven track record of ensuring compliance and implementing best practices
• Proven leadership skills, with substantial experience of managing and developing frontline teams, including performance management, training, and development, with a focus on fostering a high-performance, customer-focused culture
• Demonstrate values in line with Derby Theatre: exciting, inclusive, empowering, welcoming, caring
• A flexible approach to working hours and a strong commitment to supporting a positive work-life balance for all staff, with experience in implementing flexible working policies and practices
• A proactive, ‘can-do’ attitude to work, with a proven ability to drive continuous improvement and innovation in operational practices

Business requirements

• Completed DBS check
• Generally office hours but some evening and weekend work will be required to support the service

Desirable Criteria

Qualifications

• Leadership and Management Qualification, such as ILM or CMI Level 5
• IOSH Leading Safely, or similar

Skills, knowledge and abilities

• Knowledge of Human Resources (HR_ procedures and recruitment, including employee relations, performance management, and employee development, with experience in managing complex HR issues

08/02/2026

Permanent, Full Time

Administrative (Venue Management, HR, Finance, Legal, IT, etc.), Box Office, Front of House & Hospitality