Customer Experience Manager
| Dyddiad hysbysebu: | 27 Ionawr 2026 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £30, 000 - £32, 000 |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 26 Chwefror 2026 |
| Lleoliad: | Nottingham, NG1 5AF |
| Cwmni: | Nottingham Playhouse Trust Ltd |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 30 |
Crynodeb
Job Advert
Customer Experience Manager
JOB DESCRIPTION
Responsible to: Head of Commercial & Operations
Responsible for: Assistant Customer Experience Manager
Customer Experience Supervisors
Casual Duty Managers
Audience & F&B Assistants (Customer Experience)
Job Purpose
The Customer Experience Manager is responsible for delivering an inclusive, welcoming and high-quality experience for all visitors
to Nottingham Playhouse, while driving income generation and commercial performance.
Leading our Front of House and Commercial operations this role shapes the end-to-end customer journey across all public facing
touchpoints. As a key member of the joint Operations and Commercial team, the Customer Experience Manager is responsible for
translating objectives into effective day-to-day delivery, develops the Customer Experience team, optimises Food & Beverage
operations, and achieves agreed financial targets through the embedding of strong systems, procedures and performance management.
Acting as a Duty Manager for performances and events the Customer Experience Manager ensures the safety of staff, customers, and
artists, while upholding the highest standards of service.
They lead the Customer Experience Team overseeing recruitment, training, scheduling, reporting, and financial management. Through
continuous improvement and collaborative working, the role champions a culture of excellence across all customer-facing and
commercial activity at Nottingham Playhouse.
Duties include:
Customer Experience
* Lead the development of an exceptional visitor experience, championing outstanding customer service at every touchpoint and
aligning improvements with our mission and values.
* Manage all aspects of Front of House, show operations, and Food & Beverage (F&B) services, ensuring seamless integration across
commercial and operational areas.
* Lead, motivate and support the Customer Experience Team, ensuring staff are well-trained, engaged, and delivering exemplary
service.
* Act as Designated Premises Supervisor (DPS) ensuring compliance with the premises licence and relevant legislation.
* Devise and deliver training programmes including customer service, access, F&B operations, fire safety/evacuation etc.
* Oversee the continuous development of our access and inclusion provision, working collaboratively across the organisation,
including with the Anti-Racism Action Group and access groups
* Ensure effective Front of House planning and show readiness for all performances and events, including team briefings and
procedures
* Oversee Front of House show advancing including meet and greets, merchandise sales and settlements, liaising with visiting
companies and internal teams.
* Ensure effective workforce planning for all shows and events, balancing service quality and financial efficiency.
* Collaborate with the Facilities Manager to ensure seamless daytime and non-show operations and duty management/ responsible
person provision, ensuring the highest level of safety and customer service.
* Respond to customer inquiries, compliments, and complaints in a timely and professional manner.
* Play a leading role in the development, implementation, and championing of a Customer Service Charter to embed exceptional
service standards.
* Ensure effective use of company systems (Spektrix, Yesplan, RotaCloud) to manage operations, staffing and performance
* Act as Duty Manager for performances and events, including press nights, ensuring safe, compliant and well-run operations and
excellent customer care
F&B and Commercial Operations
* Identify and implement opportunities to drive income generation through F&B and other commercial activities.
* Monitor and improve on the key performance indicators for F&B operations taking proactive steps to achieve them.
* Lead the sourcing, ordering, and stock control of F&B supplies, ensuring responsible procurement, improved margins and minimal
wastage.
* Manage all aspects of F&B operations, including operational procedures, health and safety, food hygiene, cellar management, bar
maintenance, and point-of-sale etc.
* Lead on developing visual merchandising of sales points and point of sale signage
* Plan and review the F&B offer regularly, leveraging seasonal and show-based offers to optimise sales and meet gross profit
targets.
* Maintain an up-to-date knowledge of commercial operations sector trends both locally and nationally to drive improvements
* Support the Head of Commercial & Operations on the development of value added, corporate and other events and lead on
operational delivery as required.
* Coach and manage the Supervisors and Assistants to drive F&B sales, commerciality, and operational excellence.
* Manage the Assistant Customer Experience Manager and Supervisors in completing weekly tasks
* Ensure accurate cash handling, banking procedures and financial reporting, investigating discrepancies and adhering to
operational protocols.
* Oversee merchandise for in-house productions, managing selection, stock, pricing, and reporting.
* Manage the theatre’s EPOS and card payment systems, ensuring it is up to date, integrated with other systems, and delivering
actionable data for reporting and improvements.
* Provide regular reports on F&B data and performance, implementing plans to grow margins and enhance profitability.
* Act as Event Manager as required
* Support the Fundraising team in delivering events and managing donors including sourcing caterers where appropriate
* Assist the Head of Commercial & Operations and Chief Operating Officer in developing and delivering the wider commercial and
events strategy.
Health and Safety / Security
* Collaborate with the Facilities & Operations Manager to ensure a safe, welcoming, and customer-focused environment across the
building.
* Develop and maintain FOH-related risk assessments, operating procedures, and evacuation plans to ensure safety and compliance.
* Organise show based security including booking and managing external security personnel
* Support on developing security plans including new guidelines such as Martyn’s Law
* Act as a first aider and keyholder for the building, be responsible for opening and closing the buildings and responding to
out-of-hours alarm call-outs if required.
Finance and People Management
* Manage and report on staffing, FOH and F&B budgets, working closely with the Head of Commercial & Operations to ensure
financial targets are met.
* Ensure compliance with financial procedures, including cash handling, reporting, and cost control.
* Prepare data and reports for the trading board and other stakeholders, in collaboration with the Head of Commercial &
Operations
* Line manage the Assistant Customer Experience Manager, Supervisors, and other team members, conducting inductions, performance
reviews, and setting clear objectives.
* Manage staff scheduling, rota creation, and timesheet approvals, ensuring alignment with contract terms and budgets.
* Work with Head of Commercial & Operations and the People team to address employee relations issues within the Customer
Experience team as needed.
* Be the FOH/ F&B lead for Nottingham Playhouse’s environmental and sustainability practices, working with other departmental
colleagues to deliver on the action plan
General
* To always act in the best interests of Nottingham Playhouse Trust Ltd and Trading Ltd.
* To maximise income and minimise expenditure at all times
* To take positive action to promote Equal Opportunities in all aspects of the work of Nottingham Playhouse. Engaging fully with
all initiatives to promote diversity and inclusion within Nottingham Playhouse
* To abide by Nottingham Playhouse policies such as Health & Safety, Diversity and Inclusion, Safeguarding, Data Protection,
Environmental Sustainability etc.
* To actively support our environmental sustainability commitments, including aligning with the Theatre Green Book, ACE
environmental principles, and our action plan goals. All staff are expected to consider environmental impact in their work and
contribute to our journey towards a more sustainable future
* To support Nottingham Playhouse in achieving its Carbon Literacy and sustainability strategy
* To maintain confidentiality in all areas relating to Nottingham Playhouse
* To carry out such other duties as may be reasonably expected of the post.
The job description will be subject to review on a regular basis to reflect the changing requirements of Nottingham Playhouse and
the developing skills of the post holder. We acknowledge that this is a wide-ranging job description and recognise that the post
holder will require support, such as training, in some areas, which will be provided.
Customer Experience Manager
JOB DESCRIPTION
Responsible to: Head of Commercial & Operations
Responsible for: Assistant Customer Experience Manager
Customer Experience Supervisors
Casual Duty Managers
Audience & F&B Assistants (Customer Experience)
Job Purpose
The Customer Experience Manager is responsible for delivering an inclusive, welcoming and high-quality experience for all visitors
to Nottingham Playhouse, while driving income generation and commercial performance.
Leading our Front of House and Commercial operations this role shapes the end-to-end customer journey across all public facing
touchpoints. As a key member of the joint Operations and Commercial team, the Customer Experience Manager is responsible for
translating objectives into effective day-to-day delivery, develops the Customer Experience team, optimises Food & Beverage
operations, and achieves agreed financial targets through the embedding of strong systems, procedures and performance management.
Acting as a Duty Manager for performances and events the Customer Experience Manager ensures the safety of staff, customers, and
artists, while upholding the highest standards of service.
They lead the Customer Experience Team overseeing recruitment, training, scheduling, reporting, and financial management. Through
continuous improvement and collaborative working, the role champions a culture of excellence across all customer-facing and
commercial activity at Nottingham Playhouse.
Duties include:
Customer Experience
* Lead the development of an exceptional visitor experience, championing outstanding customer service at every touchpoint and
aligning improvements with our mission and values.
* Manage all aspects of Front of House, show operations, and Food & Beverage (F&B) services, ensuring seamless integration across
commercial and operational areas.
* Lead, motivate and support the Customer Experience Team, ensuring staff are well-trained, engaged, and delivering exemplary
service.
* Act as Designated Premises Supervisor (DPS) ensuring compliance with the premises licence and relevant legislation.
* Devise and deliver training programmes including customer service, access, F&B operations, fire safety/evacuation etc.
* Oversee the continuous development of our access and inclusion provision, working collaboratively across the organisation,
including with the Anti-Racism Action Group and access groups
* Ensure effective Front of House planning and show readiness for all performances and events, including team briefings and
procedures
* Oversee Front of House show advancing including meet and greets, merchandise sales and settlements, liaising with visiting
companies and internal teams.
* Ensure effective workforce planning for all shows and events, balancing service quality and financial efficiency.
* Collaborate with the Facilities Manager to ensure seamless daytime and non-show operations and duty management/ responsible
person provision, ensuring the highest level of safety and customer service.
* Respond to customer inquiries, compliments, and complaints in a timely and professional manner.
* Play a leading role in the development, implementation, and championing of a Customer Service Charter to embed exceptional
service standards.
* Ensure effective use of company systems (Spektrix, Yesplan, RotaCloud) to manage operations, staffing and performance
* Act as Duty Manager for performances and events, including press nights, ensuring safe, compliant and well-run operations and
excellent customer care
F&B and Commercial Operations
* Identify and implement opportunities to drive income generation through F&B and other commercial activities.
* Monitor and improve on the key performance indicators for F&B operations taking proactive steps to achieve them.
* Lead the sourcing, ordering, and stock control of F&B supplies, ensuring responsible procurement, improved margins and minimal
wastage.
* Manage all aspects of F&B operations, including operational procedures, health and safety, food hygiene, cellar management, bar
maintenance, and point-of-sale etc.
* Lead on developing visual merchandising of sales points and point of sale signage
* Plan and review the F&B offer regularly, leveraging seasonal and show-based offers to optimise sales and meet gross profit
targets.
* Maintain an up-to-date knowledge of commercial operations sector trends both locally and nationally to drive improvements
* Support the Head of Commercial & Operations on the development of value added, corporate and other events and lead on
operational delivery as required.
* Coach and manage the Supervisors and Assistants to drive F&B sales, commerciality, and operational excellence.
* Manage the Assistant Customer Experience Manager and Supervisors in completing weekly tasks
* Ensure accurate cash handling, banking procedures and financial reporting, investigating discrepancies and adhering to
operational protocols.
* Oversee merchandise for in-house productions, managing selection, stock, pricing, and reporting.
* Manage the theatre’s EPOS and card payment systems, ensuring it is up to date, integrated with other systems, and delivering
actionable data for reporting and improvements.
* Provide regular reports on F&B data and performance, implementing plans to grow margins and enhance profitability.
* Act as Event Manager as required
* Support the Fundraising team in delivering events and managing donors including sourcing caterers where appropriate
* Assist the Head of Commercial & Operations and Chief Operating Officer in developing and delivering the wider commercial and
events strategy.
Health and Safety / Security
* Collaborate with the Facilities & Operations Manager to ensure a safe, welcoming, and customer-focused environment across the
building.
* Develop and maintain FOH-related risk assessments, operating procedures, and evacuation plans to ensure safety and compliance.
* Organise show based security including booking and managing external security personnel
* Support on developing security plans including new guidelines such as Martyn’s Law
* Act as a first aider and keyholder for the building, be responsible for opening and closing the buildings and responding to
out-of-hours alarm call-outs if required.
Finance and People Management
* Manage and report on staffing, FOH and F&B budgets, working closely with the Head of Commercial & Operations to ensure
financial targets are met.
* Ensure compliance with financial procedures, including cash handling, reporting, and cost control.
* Prepare data and reports for the trading board and other stakeholders, in collaboration with the Head of Commercial &
Operations
* Line manage the Assistant Customer Experience Manager, Supervisors, and other team members, conducting inductions, performance
reviews, and setting clear objectives.
* Manage staff scheduling, rota creation, and timesheet approvals, ensuring alignment with contract terms and budgets.
* Work with Head of Commercial & Operations and the People team to address employee relations issues within the Customer
Experience team as needed.
* Be the FOH/ F&B lead for Nottingham Playhouse’s environmental and sustainability practices, working with other departmental
colleagues to deliver on the action plan
General
* To always act in the best interests of Nottingham Playhouse Trust Ltd and Trading Ltd.
* To maximise income and minimise expenditure at all times
* To take positive action to promote Equal Opportunities in all aspects of the work of Nottingham Playhouse. Engaging fully with
all initiatives to promote diversity and inclusion within Nottingham Playhouse
* To abide by Nottingham Playhouse policies such as Health & Safety, Diversity and Inclusion, Safeguarding, Data Protection,
Environmental Sustainability etc.
* To actively support our environmental sustainability commitments, including aligning with the Theatre Green Book, ACE
environmental principles, and our action plan goals. All staff are expected to consider environmental impact in their work and
contribute to our journey towards a more sustainable future
* To support Nottingham Playhouse in achieving its Carbon Literacy and sustainability strategy
* To maintain confidentiality in all areas relating to Nottingham Playhouse
* To carry out such other duties as may be reasonably expected of the post.
The job description will be subject to review on a regular basis to reflect the changing requirements of Nottingham Playhouse and
the developing skills of the post holder. We acknowledge that this is a wide-ranging job description and recognise that the post
holder will require support, such as training, in some areas, which will be provided.
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