Customer Experience Manager (Job Share)

Customer Experience Manager (Job share)

We’re looking for a dynamic, innovative, and inspirational team leader with experience of working in a commercial environment and a proven ability to exceed targets while delivering exemplary customer service. This is a revenue and customer experience focused hospitality role requiring a positive, motivational approach and a strong retail mindset. The postholder will play a key operational role in the development of our growth plan as we continue to expand the activities and initiatives delivered for our audiences.

This is a 15 month, fixed term, job-share role, working 2.5 days a week. The postholder will always work Mondays and Tuesdays, with one additional flexible day each week to meet business needs; one of the three days will be worked as a half day. The role includes duty managing 1–2 shows per week and is shared with another Customer Experience Manager. There is also the opportunity to undertake additional casual hours as a Duty Manager or Supervisor.

Leading the Customer Experience team, you will maximise revenue, use data to inform and deliver future retail-focused plans, and motivate team members to consistently meet and exceed targets. The role is responsible not only for the welcome of our audiences, but also for ensuring exceptional care is provided to casts and visiting companies backstage, creating a true home-from-home experience.

You will report to the Theatre Manager and work collaboratively alongside another Customer Experience Manager, jointly line managing the Deputy Customer Experience Manager and Assistant Customer Experience Manager, as well as overseeing the wider Customer Experience Team, including Duty Managers, Supervisors, and Team Members. You will collaborate closely with colleagues across the organisation, including ATG Head Office teams such as The Hospitality Team, contributing actively to the wider success of the venue. This post includes a mix of day, evening, and weekend working.

Primarily, you are a strong retail-focused professional with excellent people and organisational skills, who is able to work in an agile, target-driven environment, looking for a fixed-term part time leadership role.

Key responsibilities

Team Leadership & Management

• Line manage members of the Customer Experience Team, supporting their development, performance, and wellbeing
• Manage HR administration for the team, including personnel information and policy training and compliance
• Prioritise internal communications to ensure teams are informed of audience targets and commercial goals
• Lead by example and collaborate with venue teams to achieve shared objectives
• Uphold and actively encourage exceptional service standards across the team
• Support a positive, inclusive workplace culture and staff wellbeing
• Ensure flexibility in approach, adapting to changing business needs as required

Operations & Duty Management

• Duty manage ticketed and non-ticketed events across the venue
• Act as a venue key holder, supporting secure access as required
• Liaise with visiting companies and hirers to advance shows and events, ensuring all requirements are met
• Ensure excellent hospitality standards for visiting artists, companies, and backstage guests
• Develop strategies to deliver high-quality audience and customer experiences across the venue
• Respond to customer and team feedback and implement improvements where appropriate
• Review and respond to customer feedback channels (e.g. surveys, reviews, direct comments)
• Ensure all Customer Experience operations are delivered effectively and professionally

Rotas & Workforce Planning

• Oversee rota planning for Casual Team Members and Supervisors within the Customer Experience Team, ensuring all events are appropriately staffed

Compliance & Sustainability

• Ensure full compliance with Health & Safety, Licensing, and Food Hygiene regulations
• Actively uphold health & safety, legal, and insurance requirements across all activities
• Support environmental and sustainability initiatives within day-to-day operations

Revenue, Stock & Reporting

• Implement and develop initiatives to maximise revenue and enhance customer experience
• Contribute to FOH budget management, focusing on costs and margins
• Support achievement of KPIs and revenue targets across the team
• Use data and reporting to inform decisions, improve income, control costs, and maintain service standards
• Oversee merchandise operations, including outgoing settlements, stock management, reconciliation, and reporting
• Oversee stock control procedures including audits, stock counts, and storage management
• Complete accurate departmental reporting, including sales documentation, stock ordering, and purchase orders

Customer Experience Excellence

• Ensure high-quality customer experiences across all venue touchpoints
• Ensure backstage and visiting guests receive a consistently high standard of service
• Encourage proactive customer-focused behaviours across the team

General Responsibilities

• Actively participate in relevant internal meetings and contribute to operational discussions and planning
• Work collaboratively across departments to support venue objectives
• Undertake any other reasonable duties as required by senior management
• Demonstrate flexibility and adaptability in response to changing business needs

Everyone’s responsibility

Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our core values by:

• Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.
• Playing your part in reducing our environmental impact and finding more sustainable ways of working.
• Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.
• Having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures. You’ll help us uphold a positive culture around meeting our obligations.

We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.

Your skills, qualities, and experience

Essential

• Significant Experience in exceeding retail targets in a complex commercial environment
• Strong, demonstrable team leadership and motivational skills
• Evident ability to successfully drive initiatives from concept to outcomes
• Experience of a complex and agile commercial environment
• Understanding of financial management and budget planning
• Experience of health and safety legislation and compliance
• Excellent planning and organisational skills
• Experience in recruitment, HR and performance management
• Ability to work under pressure with a high degree of autonomy

Desirable

• First Aid qualification
• Food Hygiene qualification (Level ⅔)
• Personal Licence Holder
• IOSH qualification
• Working knowledge of Kappture EPOS system

About Us - Our values

ATG Entertainment’s values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.

• THRIVE doing what we love (with passion and dynamism)
• CONNECT through every act (with collaboration and kindness)
• DARE to do different (with curiosity and courage)
• PERFORM at our best (with customer focus and ownership)

Our culture

You’ll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures.

We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.

Our Corporate Social Responsibility pillars

Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our Corporate Social Responsibility priorities:

• Inclusion: Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.
• Sustainability: Playing your part in reducing our environmental impact and finding more sustainable ways of working.
• Next Generations: Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.

Our Inclusion, Diversity, Equity and Access Mission Statement - A Stage for Everyone

Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone.

We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce.

We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible.

If you’d like to discuss accessibility prior to applying, please email recruitment@atgentertainment.com for a confidential discussion.

ATG Entertainment is proud to stand at the forefront of the live entertainment industry.

Our expertise and capabilities enable producers and other creatives to bring their visions to life and create unforgettable performances for audiences, presented in our landmark venues and delivered with exceptional hospitality. It is the passion of our teams, that cover every discipline across the live entertainment industry, that underpins our continuing strategic growth and success.

New Theatre Oxford is the main commercial theatre in Oxford and has a capacity of nearly 1,800, making it the largest live entertainment venue in the region. Located on George Street, the site has been home to three successive theatre buildings over more than 190 years - each carrying the name “New Theatre”. The first building was constructed in 1836, and was a Music Hall known more commonly as the 'Vic', and then later as the “Theatre Royale”. This building was replaced in 1886 which became the home of the Oxford University Dramatic Society, with a capacity of 1000. This theatre was sadly damaged by a fire in 1892 but was altered and enlarged in 1908 bringing the capacity to 1200. From 1908, the Dorrill family - who had been involved with the theatre since 1886 - took over its management. In 1933, Stanley Dorrill commissioned the current building, with the ambition of creating “the most luxurious and comfortable house of entertainment in England.” It was designed by the Milburn Brothers, who also designed other theatres within the ATGE family, including the Sunderland & Liverpool Empire theatres. The present theatre was opened in February 1934, and is the largest theatre to sit on the site.

We are proud to be an equal opportunity employer and strive to provide a stage for everyone. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture. Find out more about us and our values at  atgentertainment.com  and uk-careers.atgentertainment.com