Head of Customer Experience and Operations Theatre

Onsite

This role will be based on site, primarily in the named location.

We have one simple promise – to make a positive impact. Through our ground-breaking research, teaching excellence and commitment to sustainable living, we are changing lives for the better.

The University of Derby is a modern university with a modern outlook. Everything we do is driven by delivering excellence and opportunities for our students, our staff and our region.

We have some of the best university facilities in the UK and achieve outstanding results for our teaching and research and have been awarded Gold in the prestigious Teaching Excellence Framework (TEF) 2023 – making it one of the top universities in the country recognised for its outstanding student experience and student outcomes.

Financially strong and seriously ambitious we offer our employees an inclusive culture that centres itself around staff wellbeing, where you can be confident you will receive all the help and encouragement you need to build a rewarding career with lots of opportunities to enhance your skills.

At Derby Theatre, we are a charity and a National Portfolio organisation for Arts Council England, and we’re known for artistic excellence. We’re committed to education. And we believe that theatre can change your life.

Previously Derby Playhouse, we have a long and important theatrical history. As Derby Theatre, we work in partnership with the University of Derby and are a home for higher education students. We produce new plays and projects, collaborate with artists and local people, and offer training for young people too, with opportunities for learners of all ages. It’s all about empowering people to tap into their potential and achieve.

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, conference hires, and other revenue-generating opportunities.

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.

We aim to make the interviews as accessible and engaging as possible, and we want you to talk about yourself and your work experience in a relaxed and friendly setting.

We believe an interview is a chance for you to find more information about the role, us as an organisation and for you to get a sense of whether this is the right environment for you.

With this in mind, we have designed an interview process which will enable potential candidates to meet members of the team and partners, see some of the spaces you might be working in, and of course a chance to talk about you and your work experience.

• Develop, evolve and implement Derby Theatre's commercial strategy, identifying new income streams and opportunities.
• Lead cross‑functional planning to create integrated commercial offers.
• Develop, promote and manage catering, conference hires, and other revenue‑generating activities, to maximise turnover, gross profit margins, and overall profitability.
• Develop business plans and models that support the delivery of the Theatre’s Business Plan, providing insightful reports and recommendations for operational improvements and growth.
• Monitor and report on Key Performance Indicators (KPIs) such as yield per visitor, conversion rates, event…