Customer Experience Manager – Arts & Entertainment Venue - Up to £38,000 + Excellent benefits & Development - Winchester

We are looking for a charismatic, customer centric, operationally sound and commercially astute leader to help improve the customer experience and commercial performance of a wonderful arts, music and entertainment venue hosting live events, workshops, exhibitions, holiday programmes and talks in the heart of Winchester.

This newly created role is a great opportunity to introduce new ways of working, lead on new projects and improve the lives of your local community.

High performance will be rewarded with opportunities to support the wider business and progression to General Manager in time.

Key responsibilities:

• Coach and inspire the service teams to go above and beyond for their customers and the business.

• Ensure sales opportunities are maximised across ticketing, retail, food and beverage and events by delivering a superior customer experience.

• Introduce and embed the organisations new balance scorecard system.

• Manage the day-to-day operations of the venue, ensuring it is clean, safety compliant and in good working order.

• Manage the venue through the daily peaks and troughs of trading, ensuring you have the right people in the right places to improve the customer experience and maximise revenue opportunities.

• Act as the General Manager in their absence including every other weekend.

• Support the General Manager on developing the overall business strategy to improve commercial performance.

Benefits

• Opportunity to develop and evolve the role further.

• Ongoing mentoring and development to support with future advancement to General Manager and beyond.

• Working for a large, supportive, inclusive, fun organisation with a genuine purpose to enrich the lives of the communities they serve.

• 5% employee/7.5% employer pension

• 25 days annual leave plus bank holidays

• Life assurance 3x annual salary

• Health cash plan.

• Discounts on retail, leisure, going out and holidays

• Generous occupational maternity, paternity, adoption and sick pay.

• Working a 37-hour week mainly 9-5

The person

• Experienced in coaching, developing, inspiring, influencing, and performance managing teams possibly as a Deputy/ General Manager, Front of House Manager, Customer Service Manager, Guest Experience Manager, Operations Manager, Centre Manager or Venue Manager.

• Service and Operational Management experience within a busy multi-faceted leisure, fitness, tourist, entertainment, visitor attraction, cruise ship, retail, hotel or hospitality operation.

• Experience in taking on and implementing new projects for a business.

• Ideally experience in implementing balance scorecard type metrics.

• Obsessive about improving customer reviews.

• Have your own transport or living local to Winchester.

• Able to work some evenings for events and every other weekend.

• Ideally have an interest in arts, music, entertainment and enhancing the lives of local communities.

For further information, please click apply with your CV we will be in touch promptly if you have the right level of experience.