Head of Customer Experience

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Head of Customer Experience

Job Title: Head of Customer Experience

Reports To: Chief Executive Officer

Responsible For: Front of House Manager, Bar & Catering Manager, Commercial Officer, Facilities Co-ordinator (p/t)

Key Relationships: Head of Creative Programmes, Head of Fundraising & Communications, Head of Technical, Head of Finance & IT

Hours: 37.5 hours

Salary: £50,000

Job Purpose

The Head of Customer Experience is responsible for ensuring that an outstanding, inclusive and seamless experience is provided to all visitors to the theatre. This role leads on ensuring exceptional service across customer service, Front of House and hospitality. This role is also responsible for the commercial strategy, ensuring that commercial income is maximised. This role also leads on facilities management. This post is part of the senior management team (SMT).

Audience Experience Strategy

• Develop and implement a customer experience strategy aligned with the theatre’s brand and values.
• Continuously evaluate and improve the end-to-end audience journey.
• Ensure consistency across all events and activities despite differing requirements.

Front of House Operations

• Oversee all Front of House (FOH) functions including stewards, bar and catering, and duty management.
• Work closely with the Front of House Manager to maintain service standards during performances and events.
• Oversee smooth audience flow, seating, accessibility, and safety.
• Act as duty manager for performances and events as required.
• Ensure that all FOH operations comply with Health and Safety regulations.

Customer Service Excellence

• Set and maintain consistently high standards for customer service delivery across all customer touchpoints.
• Handle escalated complaints and complex customer issues professionally.
• Monitor feedback channels (surveys, reviews, social media) and implement improvements.
• Develop and champion accessibility initiatives and needs (e.g. captioned performances, relaxed shows etc.)

Commercial and Revenue Support

• Lead on commercial income generation by developing and implementing the theatre’s commercial strategy.
• Work closely with marketing and box office teams to enhance customer retention and spend.
• Oversee the running and management of the bar and associated catering provision.
• Oversee the development of commercial and fundraising events and activities.
• Support upselling initiatives (programmes, refreshments, Memberships).
• Analyse customer data to identify trends and opportunities.

Facilities

• Oversee the maintenance of all Front of House areas of the building to ensure they meet health and safety standards and provide a clean, comfortable and welcoming environment for audiences and visitors.
• Ensure any building repairs/replacements are identified and addressed in a timely manner

Financial Management

• Oversee food and beverage budgets (prepared by Bar & Catering Manager) and monitor these on a regular basis to ensure that budgets are maintained at all times.
• Prepare events and hires budgets and monitor these on a regular basis to ensure that budgets are maintained at all times.
• Liaise with the Head of Finance to ensure accurate reporting and annual forecasting.
• Prepare reports for the CEO, the board and funders.

Staff Management & Scheduling

• Line manage the team of permanent and freelance staff.
• Through the appraisal process:
• agree objectives and performance measures for each staff member
• review performance and give clear feedback
• identify and agree training and development needs
• Keep abreast of, and work in accordance with, current industry agreements and to observe Employment Law.

General

• Always act in the best interests of Jersey Opera House.
• Take positive action to promote Equal Opportunities in all aspects of the work of Jersey Opera House.
• Agree to abide by Jersey Opera House policies such as Health and Safety, Safeguarding etc.
• Maintain confidentiality in all areas relating to Jersey Opera House.
• Undertake any other reasonable duties as requested.

Person Specification

Essential Experience & Skills

• Experience: proven experience in a senior customer experience or Front of House role (ideally in a theatre or live events environment)
• Knowledge: strong understanding of audience needs and customer journey design including accessibility standards and inclusive practices.
• Leadership: Strong management and team leadership skills with the ability to motivate, inspire and give feedback.
• Communications: strong communications and relationship skills including the ability to remain calm under pressure and manage live-event challenges.
• Project management: excellent organisational and project management skills.
• Financial: experience of managing budgets, operational performance and commercial income generation.

Desirable Experience

• Experience: working in a theatre, arts, cultural or entertainment venue.
• Qualifications: First Aid or Health & Safety qualification.

Key Competencies

• Excellent organisational skills
• Problem-solving and decision-making
• Financial skills
• Leadership skills
• Attention to detail
• Time management
• Working independently
• Multi-tasking
• Communication skills
• Teamwork and collaboration
• Customer Focus
• Adaptability and flexibility

Applications close 10am on Monday 19 October.