Deputy Customer Experience Manager, Grand Opera , Cumberland

The Deputy Customer Experience Manager

Responsible to the Customer Experience Manager. Responsible for the Customer Experience Team.

The Deputy Customer Experience Manager will oversee the stock ordering processes, guaranteeing that stock holdings are accurate and costs are managed efficiently. They will also work with the Customer Experience Management team to design creative retail plans for upcoming show and to communicate with visiting companies, ensuring that excellent service is provided at all opportunities. They will also be needed to assist the Customer Experience Management with the other elements of managing Front of House, primarily Duty Managing shows (minimum of 2 shows per week)

The Deputy Customer Experience role will be responsible for supporting the Customer Experience Manager to lead a strong Front of House operation, ensuring that a cost effective and customer focussed range of services are consistently provided to the highest standards:

• Costs - To assist in leading a team that will deliver and exceed targets; and proactively contribute to the venues profitability by initiating ideas, systems and projects which will maximise sales and minimise costs.
• Culture – To assist to build a positive, forward thinking, innovative and customer focused culture within the FOH team and to develop and nurture a strong multi-skilled and adaptable workforce.
• Customer – To ensure the customer is at the centre of everything we do, and that the wider team have a continuous awareness of, and will, to deliver and exceed all customers’ expectations.
• Ambassador – To help build and protect key relationships with Customers, Promoters, external suppliers, and internal colleagues.

Key Responsibilities

Retail Operation

• As part of the Customer Experience Management team, lead the wider team to deliver a seamless Front of House operation.
• Contribute to the review of systems and processes so the operation can be further developed to help achieve greater profits.
• Ensure all shows are sufficiently staffed, whilst maximising all sales and keeping costs low.
• Ensure the Front of House operation is managed and presented to the highest standards and fully complies with Health and Safety, Licencing and Hygiene Rules and Regulations.
• Assist and Lead in the Duty Management of shows.
• Lead in stock management, and stock takes.
• Work with CEM to review food and hospitality offers in Front of House spaces including Ambassador Lounge and Ambassador Exclusives
• Follow the ATGE Food Safety Management System and ensure compliance across the Front of House operation.

Customer

• Proactively contribute to the creation of opportunities to enhance the customer experience by initiating and undertaking specific improvement projects
• Positively communicate with customers on all feedback received either in advance, during or following their visit
• Help to lead the team in creating a strong customer centric culture.
• Work with central departments to ensure a premium offer is available for all customers.
• Assist in building relationships with both internal and external contacts, maintaining high levels of customer satisfaction at all times.
• Understand and deliver all ATGE customer experience concepts.

Sales/ Finance

• Effectively contribute to the maximising of sales and ensuring all Key Performance Indicators are achieved, which include but are not limited to Spend Per Head, Lounge occupancy, Payroll Management and Stock Control.
• Ensure accuracy with food and beverage ordering.
• Ensure all food and beverage is consistently prepared, portioned, and served according to the agreed preparation and service standards.
• Help manage FOH staffing levels in accordance with the venue budget.
• With the Customer Experience Manager, compile various sales reports and disseminate information across the organisation.
• Liaise with internal colleagues to ensure an excellent customer experience and maximise sales opportunities.
• Raise purchase orders and receipt accordingly, ensuring accuracy at all times.

General Front of House Activity

• Deputise for the Customer Experience Manager and represent the department at key internal and external meetings.
• Manage and motivate staff as required, monitoring…