Deputy Customer Experience Manager You’ll report to the Customer Experience Manager and be responsible for the Customer Experience Supervisors, Stock Supervisor and Customer Experience Team Members. You’ll also work closely with the Venue Management Team and other venue departments. The Deputy Customer Experience Manager is responsible for supporting the Customer Experience Manager to lead a strong Front of House operation, ensuring that a cost effective and customer focused range of services are consistently provided to the highest standards: Please note, your role may involve working with children or vulnerable people. Key responsibilities Retail Operation

As part of the Customer Experience Management team, lead the wider team to deliver a seamless Front of House operation.
Contribute to the review of systems and processes so the operation can be further developed to help achieve greater profits.
Ensure all shows are sufficiently staffed, whilst maximising all sales and keeping costs to budget.
Ensure the Front of House operation is managed and presented to the highest standards and fully complies with Health and Safety, Licencing and Hygiene Rules and Regulations.
Assist and Lead in the Duty Management of shows.
Work with CEM to review food and hospitality offers in Front of House spaces including Ambassador Lounge and Royal Room.
Follow the ATGE Food Safety Management System and ensure compliance across the Front of House operation.

Customer

Proactively contribute to the creation of opportunities to enhance the customer experience by initiating and undertaking specific improvement projects.
Positively communicate with customers on all feedback received either in advance, during or following their visit.
Help to lead the team in creating a strong customer centric culture.
Work with central departments to ensure a premium offer is available for all customers.
Assist in building relationships with both internal and external contacts, maintaining high levels of customer satisfaction at all times.
Understand and deliver all ATGE customer experience concepts.

Sales/ Finance

Effectively contribute to the maximising of sales and ensuring all Key Performance Indicators are achieved, which include but are not limited to Spend Per Head, Lounge occupancy, Payroll Management and Stock Control.
Ensure accuracy with food and beverage ordering.
Ensure all food and beverage is consistently prepared, portioned, and served according to the agreed preparation and service standards.
Help manage FOH staffing levels in accordance with the venue budget.
With the Customer Experience Manager, compile various sales reports and disseminate information across the venue and wider organisation.
Liaise with internal colleagues to ensure an excellent customer experience and maximise sales opportunities.
Raise purchase orders and receipt accordingly, ensuring accuracy at all times.

General Front of House Activity

Deputise for the Customer Experience Manager and represent the department at key internal and external meetings.
Manage and motivate staff as required, monitoring and appraising their performance and ensuring that they are appropriately trained and developed.
With the Customer Experience Manager, represent the Theatre internally and externally to ensure effective communication and overall development.
Maintain good relationships with other venues, including strategic collaboration and sharing of best practice.
Help maintain positive client relationships.
To monitor and control stock within the building.
To lead or assist in the leading of recruitment for the department, completing inductions and training where required.
Ensure that all equipment is kept clean and in working condition, liaising with venue technical team and external contractors as required.
Ensure that all cleaning and hygiene records are carried out as per schedules, ensuring the highest standards of food hygiene.

Your skills, qualities, and experience. We welcome transferable skills from other industries. If you can demonstrate many of the essential skills, qualities and experience we encourage you to apply. We are able to provide training where necessary. Essential

Experience of leading a team to maximise sales and consistently achieve targets.
Excellent verbal and written communications skills.
Creative problem solver and confident decision maker.
Experience of working in a fast-paced environment, managing multiple projects at once.
Ability to effectively prioritise.
Positive and solution-focused, with ability to think creatively to drive revenue and reduce costs.
Enthusiasm for/ interest in live entertainment and the work of ATG Entertainment, and ability to positively and pro-actively engage with all staff at all levels.
Absolute attention to detail.

Desirable

Personal Licence holder.
First Aid Level 3 qualification.
Level 3 Food Hygiene qualification.

About Us - Our values ATG Entertainment’s values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.

THRIVE doing what we love (with passion and dynamism)
CONNECT through every act (with collaboration and kindness)
DARE to do different (with curiosity and courage)
PERFORM at our best (with customer focus and ownership)

Our culture You’ll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures. We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises. Our Corporate Social Responsibility pillars Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our Corporate Social Responsibility priorities:

Inclusion: Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.
Sustainability: Playing your part in reducing our environmental impact and finding more sustainable ways of working.
Next Generations: Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.

Our Inclusion, Diversity, Equity and Access Mission Statement - A Stage for Everyone Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone. We recognize that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce. We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfill their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible. If you’d like to discuss accessibility prior to applying, please email [email protected] for a confidential discussion.