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Customer Experience Manager

Date Added
19 June 2019
Ambassador Theatre Group
Apollo Victoria Theatre, London
Job Specification
The Ambassador Theatre Group is an extraordinary success story in the live entertainment industry. Founded in 1992 in the UK, we’ve grown into the world’s number one live-theatre company today. We cover every discipline in the theatre industry, from operating venues to ticketing platforms and producing shows.  We are passionate about great shows and our ambition is to help them find the largest possible audiences. 
As Customer Experience Manager, you will lead all food and beverage operations within the theatre, acting as duty manager for no fewer than four performances a week. Leading the customer experience team, you will take responsibility for the day to day operations of the department, meeting and exceeding targets to deliver a profitable F&B operation. 
With a keen eye for detail, you will ensure that high standards are maintained across the department and the theatre as a whole. This role is challenging and requires an individual with tenacity, experience across retail and F&B operations; you will ensure ours bars, VIP lounges and service standards stay ahead of the game, encouraging innovative ideas to help drive revenue. 
The successful candidate should be analytical, using data to inform decision making to further drive sales and realise untapped revenue potential. You will successfully develop and implement strategy across the department, while leading and inspiring your team and direct reports to deliver an outstanding customer experience. 
Retail Operation 
• Lead the Customer Experience Team to deliver a seamless Front of House operation 
• Continually review 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 
• Lead on the Duty Management of shows 
• Responsible for the control of stock within the venue 
• To lead and be responsible for recruitment and selection of staff 
• Create opportunities to enhance the customer experience by initiating and undertaking specific improvement 
• 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 
Sales / Finance 
• 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 
• Compile various sales reports and disseminate information across the organisation 
• 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 
• Consistently ensure the Front of House operation achieves objectives in relation to sales, service, quality, 
  appearance and cleanliness 
• Report and investigate all variances and agree action plans to overcome, in collaboration with the Deputy 
  General Manager 
• Assist in developing, planning and executing Front of House marketing and promotional activity in collaboration 
  with internal colleagues. 
General Front of House Activity 
• Manage and motivate staff as required, monitoring and appraising their performance and ensuring that they 
  are appropriately trained and developed 
• As part of the Management Team, 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 
• Proactive use of reporting and analysis to accurately reflect current trading position; with a view of increasing 
  revenue and minimising costs 
• Any other duties as reasonably requested 
• Daily administration duties including payroll 
Person Specification 
• Experience of leading a team at 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 a motivational approach to team building and staff engagement 
• Enthusiasm for/ interest in the theatre and the work of ATG 
• Absolute attention to detail 
Desirable Skills: 
• Personal Licence 
• First Aid qualifications 
• Food Hygiene level 2/3 
• Experience in the Theatre/Arts
Application Details
Please use the link below to apply online. 
ATG strives to be an equal opportunitites employer
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.