Assistant Customer Experience Manager

ABOUT THIS ROLE

This role is one of four Assistant Customer Experience Managers and are vital to the success of our business. With a busy schedule of shows and events, including music, plays, comedy, community, and corporate events, the Assistant Customer Experience Managers are pivotal to the day-to-day operation and ensuring a smooth operation.

Each Assistant Manager holds responsibility for a specific pillar – Ticketing team, Volunteers, or Front of House team (x2) – but will work as a unified team, sharing knowledge and understanding across all areas. This collaborative approach ensures that each Assistant Manager contributes meaningfully to team-wide decisions and is able to provide cover and support across the full scope of the customer experience operation.

They will work closely with the Customer Experience Managers – Hospitality and Engagement, providing insight and leadership within their specialist area and contributing to a consistent, joined-up approach across the department.

This is an operational, hands-on post which will also act as a duty manager as required.

KEY RESPONSIBILITIES

• Assist the Customer Experience Managers in the development, implementation and management of the highest standards of customer service and maximise revenue.
• Play a key role in ensuring that G Live is a welcoming venue offering outstanding service to all customers, visitors and staff across all events and spaces. This includes liaison with Visiting Companies and Tour Managers.
• Act as Duty Manager for the building on a rota basis, including evening, weekend and bank holiday work.
• Working closely with the Customer Experience Manager – Engagement to make sure all visiting productions are advanced appropriately and all pre-production paperwork received.
• Ensure shows are appropriately staffed in all front of house areas, including hospitality operations, and ensure the highest standards of customer care, safety and commercial success are achieved.
• Support the Customer Experience Managers in maximising income including operationally merchandising the hospitality areas, focus on spend per head targets, encouraging the team through briefings and training, and finding opportunities to upsell the Mezzanine VIP experience.
• Support the Events Team in the delivery of their events and functions.
• Cover the Stage Door when required, working with Stage Door to deliver the operational and administrative Stage Door function.
• Line Management of one of the Ticketing/Customer Experience Team Members & Supervisors/Volunteer teams, ensuring all rotas and necessary training, including training delivery, are completed in good time. Assist with recruitment and induction as required.
• Attend meetings as required, including individual check-ins with your reports, and Operations, Health and Safety, Access and Green Team meetings.
• As part of the Duty Management team, you will be the nominated First Aider and will have to deal with any accidents or incidents that occur, ensuring that they are accurately recorded, followed up if required, and investigated in a timely manner.
• A designated First Aider, you will champion Health and Safety and assist with the implementation of G Live’s Emergency and Evacuation procedures.
• Assist with the effective and timely management of customer feedback, identifying any necessary improvements to service standards.
• Have an outstanding knowledge of the venue, ready to answer any queries that customers or visiting companies may have.
• Support the integration of accessibility and inclusion into every aspect of the customer journey.
• Collaborate across to departments to integrate sustainability and environmental awareness into all ways of working.
• Work with other departments to ensure all areas and their décor are maintained to a high, appealing standard and that all equipment is kept in good order.
• Undertake any relevant training and development that may be required and keep abreast of relevant industry developments.