Customer Experience Manager, Liverpool Empire Theatre

Customer Experience Manager, Liverpool Empire Theatre

To ensure all customers of the theatre have a first class experience, that the highest quality standards are delivered across the customer-facing operation at all times; to manage all areas of the Theatre’s front of house operation and to lead the team of staff working across all areas.


To lead and inspire a dynamic and client-focused Customer Experience operation.

To focus on achieving, and exceeding, profitability against set venue targets.

To define and achieve the right experience for each customer occasion, adapting by show and season, and in consultation with the General Manager & Deputy General Manager.

To work with ATG’s central Customer Experience team, and the venue’s senior management team, to ensure agreed strategies are implemented successfully.

To maintain a special focus on the operation of our ‘premium’ offer, ensuring venue targets and package sales are achieved.

To provide excellent communication between the venue team, customers and visiting companies.

To be responsible for the recruitment and selection of all Team members in line with company policy.

To ensure that rota levels are in line with the business needs to maximise the potential of all areas.

To duty manage shows as requested.

To manage external merchandise for shows where necessary, working in partnership with promoters.

The management of all stock levels and storage within the stipulated areas.  Complete weekly audits of stock and oversee external stock audits.

Ensure accurate completion of daily sales documentation, stock ordering and purchase order system.

To have a working knowledge of the till system.

To have full knowledge of all current legislation in connection with licensing, public buildings, health and safety, and food hygiene.

To ensure that employees receive comprehensive training in all front of house activities in order to complete their duties, that their performance is monitored and reviewed accordingly, and where necessary appropriate action taken.

To be a ‘competent person’ as defined in Health and Safety legislation, and lead on all departmental health, safety and environmental requirements.

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