Head of Customer Experience and Operations

Derby Theatre


  • Job Title: Head of Customer Experience and Operations
  • Salary: £40k-£50k
  • Hours:
    Full time
  • Artform: Theatre
  • Role: Customer Service
  • Contract: Permanent
  • Closing date: Sun, 08 Feb 2026

  • Location:

    East Midlands

Job Summary

Join Derby Theatre’s senior management team and play a pivotal role in shaping exceptional visitor experiences. As Head of Customer Experience & Operations, you’ll lead the strategic design and delivery of our audience journey while driving commercial growth through secondary spend.

Job Description

This is a key leadership position ensuring Derby Theatre remains safe, welcoming, and financially sustainable, while championing our vision as a Learning Theatre.

You’ll oversee food and drink services, front of house operations, premises, and security-creating an environment where every visitor feels valued and inspired.

You will have demonstrable experience running a commercial trading operation, with a proven ability to drive revenue growth and profitability. Experience in a theatre or arts setting is ideal but what is more important is a can-do attitude to work and an alignment with the values of Derby Theatre: exciting, inclusive, empowering, welcoming and caring.

You will be able to demonstrate leadership skills, and have a record of experience managing and developing customer facing teams.

Head to https://www.derby.ac.uk/jobs/current-vacancies/head-customer-experience-operations/ to read the full job description, person specification and to apply.

Deadline 8th February 11.59pm

Job Requirements

Some essential criteria includes:

Qualifications

  • Holds personal license or has ability to achieve within six months

Experience

  • Demonstrable experience in running commercial trading operations, e.g., catering or retail, including budget preparation, forecasting, and financial reporting, with a proven ability to drive revenue growth and profitability
  • Proven experience of working to and exceeding income targets, with a strong understanding of financial management principles and practices
  • Experience in team and stakeholder leadership across commercial and operational planning
  • Advanced financial and budget management experience, with a working knowledge of complex financial systems and the ability to analyse and interpret financial data to inform strategic decision-making
  • Substantial building/venue management experience, including facilities maintenance

How to Apply

Head to the University of Derby webiste to apply.

Apply now
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