Event Controller

Role Overview

The Event Controller is accountable for overseeing the delivery of the entire show and ensuring that all departments work cohesively together onsite. The role will report directly into the Live Show Operations Manager and will involve working closely with each of the Area Managers. This multi‑faceted role balances people management and guest‑experience delivery while ensuring efficient and safe operation.

• Work as the Event Controller for the live period of the event, coordinating and ensuring a safe and world‑class experience.
• Delegate responsibilities (but keep overall accountability) to meet the show’s KPIs and objectives under the remit from the Management team.
• Drive and maintain a consistent NPS across the event, monitoring department‑level performance and proactively reporting to the Live Show Manager when levels fall below expectations.
• Monitor queue times, travel times and show times throughout each operational day, flagging any inconsistencies or deviations to the Live Show team promptly.
• Lead the various teams onsite by positive example and outstanding energy.
• Proactively and systematically monitor, measure and report on show readiness and operations.
• Maintain thorough and accurate operational logs throughout each shift, capturing incidents, guest feedback, staffing issues, and any deviations from SOPs, ensuring all records are complete and ready for escalation.
• Provide a consistent and accurate daily report at the end of each day to the Live Show Manager, summarising operational performance, recurring issues, and any actions taken or required.
• Take full ownership of emergency procedures onsite, acting as the senior lead in any emergency situation and ensuring all teams can respond swiftly and effectively in line with the Event Management Plan and relevant SOPs.
• Act as the conduit between the onsite operation and the Live Show Management Team, proactively reviewing feedback and directives received, and ensuring any changes or improvements requested by Head Office are communicated, implemented, and followed up in a timely manner.
• Treat the daily log‑report‑implement cycle as a core accountability of the role, identifying issues on the ground, escalating them accurately and promptly, and closing the loop by executing the resulting guidance or changes from Head Office.
• Ensure that suppliers adhere to Service Level Agreements and are following LUK Standard Operating Procedures.
• Coordinate site teams and champion a collaborative culture.
• Ensure that all communications are cascaded promptly and effectively across the site.
• Act as the senior escalation point for any complaints or issues on site.
• Champion the ‘Lapland Accessibility and Inclusion’ policies, working with colleagues and direct reports to ensure all teams are trained and working in accordance with the relevant processes.
• Attend to and follow upon guest feedback, working closely with the Area Managers within each Act and other stakeholders to proactively address recurring problems.
• Deliver daily briefings to all management teams at 9am each operational day, communicating key safety, operational, experiential and departmental information in a timely manner.
• Chair weekly meetings with all Heads of Department to review performance, address recurring issues and align on priorities for the week ahead.

• Work closely alongside all direct reports to ensure that any reoccurring issues are pro‑actively addressed and dealt with.
• Establish, lead and maintain a professional and positive working culture, acting as a role model.
• Always provide support and guidance for direct and indirect reports.
• Ensure a high level of morale across all teams.
• Ensure that team attendance is high, managing absence in a timely…