Customer Experience Manager

The Customer Experience Manager is responsible for delivering an inclusive, welcoming and high-quality experience for all visitors to Nottingham Playhouse, while driving income generation and commercial performance.

Leading our Front of House and Commercial operations this role shapes the end-to-end customer journey across all public facing touchpoints. As a key member of the joint Operations and Commercial team, the Customer Experience Manager is responsible for translating objectives into effective day-to-day delivery, develops the Customer Experience team, optimises Food & Beverage operations, and achieves agreed financial targets through the embedding of strong systems, procedures and performance management.

Acting as a Duty Manager for performances and events the Customer Experience Manager ensures the safety of staff, customers, and artists, while upholding the highest standards of service.

They lead the Customer Experience Team overseeing recruitment, training, scheduling, reporting, and financial management. Through continuous improvement and collaborative working, the role champions a culture of excellence across all customer-facing and commercial activity at Nottingham Playhouse.