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This job listing has expired. The closing date was 16 March 2026.
UK Theatre

Customer Experience Manager

Queen's Theatre Hornchurch
Billet Lane, Hornchurch, UK

£30,000 - £40,000

Permanent, Full Time

administrativebox-office-front-of-house-hospitality
Posted 3 months ago
Closes 16 March 2026
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The role oversees day-to-day hospitality services, leads and develops front-of-house teams, and ensures high standards of service, presentation, and profitability, while aligning with the venue's wider artistic and community values.

Job Requirements

ESSENTIAL: Proven experience in hospitality or customer experience management (caf , bar, or similar) Passion for inclusive, community-focused customer experiences Strong leadership and people management skills Excellent customer service and communication skills Good understanding of food & beverage operations Knowledge of the Microsoft Office 365 Ability to work evenings, weekends, and busy performance schedules Knowledge of licensing, health & safety, and food hygiene requirements Budget management and financial reporting experience DESIRABLE: Knowledge and experience of working in Outer East London / Essex Experience working in an arts, cultural or visitor attraction setting Duty Management experience Personal License holder Experience using EPOS and stock management systems Level 2: Food Hygiene Qualification First Aid experience or willingness to obtain Fire Safety experience or willingness to obtain

Job Responsibilities

*Please view our our job pack and JD for full job responsibilities.* CUSTOMER EXPERIENCE Champion a warm, inclusive, and high-quality customer experience at all times. Act as the point of contact for customer feedback, including processing complaints. CAF & BAR OPERATIONS Act as Duty Manager and oversee daily operations of the caf and bar, including event and performance service. Ensure smooth staffing, service flow, and maintain stock availability during peak periods. TEAM LEADERSHIP & DEVELOPMENT Supporting recruitment, induction, training, scheduling, and management of the front of house team, including ushers, caf , bar and merchandise sales staff. Lead by example, motivating teams to deliver excellent service. COMMERCIAL PERFORMANCE Supporting sales targets and manage cost controls to maximise income. Monitor stock levels, wastage, and supplier relationships. *Please view our our job pack and JD for full job requirements.*

How to Apply

Application deadline: Monday 16th March 2026 at 9am Interviews: First interview (remote via MS Teams): W/C 30th March 2026 Second Interview (in-person at QTH): W/C 6th April 2026 To submit your application: Fill in our Application form and Equal Opportunities form at: www.queens-theatre.co.uk/about-us/qrecruit/ (Applications by CV cannot be considered) For assistance: Please contact the email listed. Queen’s Theatre Hornchurch is committed to offering training, mentoring and coaching support to the right candidates who may need to develop skills in areas of the person specification. This can be discussed further at interview stage.
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