Job Vacancies

Job Vacancies

Posting a Vacancy

Organisation, Partner, Concert Hall Affiliate, and Professional Plus members can advertise vacancies free of charge.           

  1. Scroll to the bottom of this page (whilst you are logged in to the website). 
  2. Click the red 'Add New Record' button underneath the directory. 
  3. Enter the job details and click 'Save'.
Your advert will be moderated by a member of our team and will 'go live' once approved.

If you experience difficulties posting your vacancy, please email some brief wording, the salary, closing date, and link for more information/how to apply to We will then post the vacancy for you. 

Non-members and Professional members can advertise a vacancy for £75 + VAT.  Email or call us on 020 7557 6700 to arrange this.  We welcome vacancies which adhere to recruitment recommendations and good practice. Please see the following guidelines on this: the Arts Council Culture Change Toolkit and the Equality and Human Rights Commission's guidance. 

Deputy Customer Experience Manager

Date Added
14 June 2019
Ambassador Theatre Group
Manchester Theatres
Competitive salary
Job Specification
The Deputy Customer Experience Manager is responsible for supporting the Customer Experience Manager to lead a strong Front of House operation, ensuring that a cost-effective and customer-focussed range of services are consistently provided to the highest standards. You'll be working at the Palace Theatre and Opera House, Manchester, right in the heart of the city, with an exciting programme of shows and events ahead. 
Key Responsibilities: 
• With the Customer Experience Manager, lead the Customer Experience Team to deliver a seamless Front of House 
• Contribute to the review of systems and processes so the operation can be flexed to help achieve greater profits 
• Ensure all shows are sufficiently staffed, whilst maximising all sales and keeping costs low 
• Ensure the Front of House operation is managed and presented to the highest standard and fully complies with 
  Health and Safety, Licencing and Hygiene Rules and Regulations 
• Assist with the Duty Management of shows, and Duty Manage as necessary 
• To assist and, where necessary, take the lead on recruitment and selection of staff 
• Proactively contribute to the creation of opportunities to enhance the customer experience by initiating and 
  undertaking specific improvement projects 
• Positively communicate with customers on all feedback received either in advance, during or after their visit 
• Lead the team in creating a strong customer centric culture 
• Work with central departments to ensure a premium offer is available for all customers 
• Assist in building relationships with both internal and external contacts, maintaining high levels of customer 
 satisfaction at all times 
• Maximise sales and ensure all Key Performance Indicators are achieved which include but are not limited to Spend 
 Per Head, Mystery Shopper Reports, Payroll Management and Stock Control 
• Manage FOH staffing levels in accordance with the venue budget 
• With the Customer Experience Manager, compile various sales reports and disseminate information across the 
• Liaise with internal colleagues to ensure an excellent customer experience and maximise sales opportunities 
• Maintain excellent long term relationships with suppliers and help secure effective return on investment 
• Deputise for the Customer Experience Manager, and represent the department at key internal and external 
• Manage and motivate staff as required, monitoring and appraising their performance and ensuring that they are 
 appropriately trained and developed 
• With the Customer Experience Manager, represent the Theatre internally and externally to ensure effective 
 communication and overall development 
• Maintain good relationships with other venues, including strategic collaboration and sharing best practice 
• Maintain positive client relationships with third party Producers and their representatives 
• Any other duties as reasonably requested 
Person Specification: 
• Experience of leading a team to maximise sales and consistently achieve targets 
• Ability and confidence in managing a diverse team, treating differing views with discretion and diplomacy 
• Excellent verbal and written communications skills 
• Creative problem solver and confident decision maker 
• Experience of working in a fast paced environment, managing multiple projects at once 
• Proactive and flexible attitude, particularly in approach to working hours 
• Ability to effectively prioritise 
• Positive and solution-focused, with ability to think creatively to drive revenue and reduce costs. 
• Enthusiasm for/ interest in the theatre and the work of ATG, and ability to positively and pro-actively engage with 
  all staff at all levels 
• Absolute attention to detail 
• IOSH, Personal Licence and First Aid qualifications are desirable 
Application Details
Please click on the link below to apply online.
Closing Date
28 June 2019
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+44 (0)20 7557 6700

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"UK Theatre" is the operating name of UK Theatre Association, a company limited by guarantee registered in England and Wales, whose registered office is at 32 Rose Street, London, WC2E 9ET, Company No 323204.