Customer Experience Manager

Northampton Source: WhatJobs

£32,000–£48,000

Job Description

Key Task Areas:

Customer Experience & Customer Journey

Lead delivery of an exceptional customer experience across both venues.
Maintain a visible, approachable presence, particularly during busy periods.
Ensure a consistent, welcoming and inclusive customer journey.
Identify and implement customer journey improvements.
Ensure Front of House teams consistently deliver Customer Experience Handbook standards.
Work across the organisation to resolve issues and improve processes.
Ensure inclusive support for customers with access requirements.
Promote a strong culture of hospitality.

Front of House & Venue Operations

Oversee effective Front of House operations during all activity including keyholder and alarm responsibilities.
Set staffing and rotas to meet operational, service and safety needs within budget, correcting actual or forecast variances.
Brief teams clearly on event requirements, risks and customer priorities.
Liaise effectively with visiting companies, hirers, artists and colleagues.
Ensure venues are prepared, presented and staffed before opening including VIP Lounge and related services.
Maintain high standards of cleanliness, presentation and customer facilities.
Check customer areas regularly and resolve issues promptly.
Resolve operational issues and resolve appropriately.

Leadership & People Management

Act as Duty Manager when required and provide visible, supportive leadership to Customer Experience colleagues.
Line manage designated colleagues, providing supervision, feedback and development.
Manage performance, attendance, conduct and employee relations with the Head of Customer Experience.
Identify training needs and support the Customer Experience training programme.
Ensure colleagues understand and can fulfil their responsibilities.
Recognise excellent service and team performance.

Volunteers

Support volunteer recruitment, induction, training and management.
Ensure volunteers are briefed, supported and valued.
Develop volunteer engagement, training and progression with the Head of Customer Experience.
Ensure volunteers understand their role in the customer journey and culture.

Commercial, Budget & Financial Management

Manage relevant income and expenditure within agreed budgets and targets.
Monitor actual and forecast performance against budget and identify material variances promptly.
Correct income shortfalls or overspends and escalat
Support budgets and forecasts with accurate operational information on pressures and opportunities.
Control staffing and other costs within budget while maintaining service and safety.
Support commercial objectives through service and secondary-spend opportunities.
Coach teams to increase appropriate upselling and customer spend without compromising experience.
Oversee bars, retail and other customer-facing commercial activity.
Monitor sales and financial performance against budget, understand variances and act on underperformance.
Ensure effective stock, ordering, cash and EPOS controls to minimise waste, loss and discrepancies.
Maintain high presentation standards in retail and bar areas.
Implement commercial initiatives, promotions and new products.

Health, Safety, Safeguarding & Compliance

Maintain a safe environment for customers, colleagues, volunteers and visiting companies.
Ensure Health & Safety procedures are followed and communicated.
Manage emergency procedures, including evacuation, lockdown and vulnerable-person incidents.
Identify hazards, risks and maintenance issues and ensure action is taken.
Ensure compliance with licensing and relevant legislation.
Hold, or work towards, required First Aid qualifications.
Contribute to relevant Health & Safety, Operations and safeguarding meetings.

General

Work collaboratively across Royal & Derngate and Northampton Filmhouse.
Represent the organisation professionally with customers and partners.
Support organisational sustainability initiatives and ensure that customer experience minimises its impact on the environment.
Attend relevant meetings and training.
Undertake other reasonable duties as required.
Work evenings, weekends, Bank Holidays and other hours required by venue operations.

Responsibilities are shared across the Customer Experience Manager team. Each post-holder has specific accountabilities while collaborating to provide consistent operational leadership across both venues.