Customer Experience Manager (Job Share)
| Posting date: | 27 April 2026 |
|---|---|
| Salary: | £31,844.96 per year, pro rata |
| Hours: | Part time |
| Closing date: | 17 May 2026 |
| Location: | OX1 2AG |
| Remote working: | On-site only |
| Company: | ATG Entertainment |
| Job type: | Contract |
| Job reference: | 309605JCP |
Summary
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
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