Commercial and Customer Experience Manager Job Corby area,England UK,Management

Job Description Job Purpose

To provide strategic and operational leadership for the venue's customer experience and commercial activity, developing services, systems, people and income opportunities to support the long-term sustainability and success of The Core at Corby Cube.
Manage the operation and development of the venue’s customer-facing areas including bars and back stage dressing rooms and green room to achieve the highest levels of service for customers and clients whilst maximising sales and profits.
To maximise commercial income and profitability in conjunction with the business plan and budgeted targets with a focus on increasing revenue from commercial hirers of the venue’s spaces as well as maximising revenue from secondary spend and working in collaboration with the marketing and development team to drive increased individual giving, supporting tertiary income targets.
To oversee the customer service staff and volunteers, ensuring they are highly trained and equipped to deliver exceptional experiences for all guests of The Core at Corby Cube.
To be the designated safeguarding lead for the organisation.
To support the general operation of the organisation including supporting an extensive creative learning and youth engagement programme.

Key Task Areas Customer Services

To set, monitor and continuously develop customer experience standards across all customer and client-facing areas of the organisation.
To act as a duty manager as required on a flexible schedule across the week, including evenings and weekends as required.
To actively manage the front of house and Duty Manager’s attending to work on event shifts as appropriate which will involve evening, weekend and bank holiday work.
To ensure the Customer service team are provisioned to maintain a welcoming presence for all customers, clients and visitors.
To review customer feedback, complaints, compliments and operational reports, identifying trends and implementing improvements where appropriate.
To lead on the development and review of customer service policies, procedures and standards, ensuring these are effectively communicated and embedded across the Customer Experience team.
To be the first point of contact for potential corporate hirers of the venue and to manage their event with the venue from first interaction through to successful delivery and final invoicing, liaising with the technical and other departments as and when required.
To support the smooth operation of the Project M Youth Space in Corby Town Centre, providing duty management cover and support for hirers of the space as needed.

Commercial Management

To develop and implement a proactive commercial sales strategy to increase income from venue hire, corporate events, meetings and other commercial opportunities.
To identify and develop new business relationships, actively seeking opportunities to increase the use of The Core's spaces and facilities.
To maintain relationships with existing clients and develop repeat business, identifying opportunities for additional sales and long-term partnerships.
To work with the Marketing and Development teams to develop effective campaigns and sales activity to promote commercial hire opportunities.
To monitor commercial performance against agreed targets and budgets, taking appropriate action where performance is below expectation.
To identify and develop new income-generating opportunities across the customer journey, including secondary spend, commercial partnerships and other appropriate revenue streams.

Operational

To ensure that day to day building safety checks are adhered to by all staff.
To oversee procurement for the customer service department, including bar stock, cleaning consumables and equipment.
To oversee all aspects of the bar management and operation.
To make sure all Company cash handling procedures are closely adhered to by the customer service staff.
To regularly inspect the venue (internal and external), acting on maintenance/ cleaning issues, managing the contracted cleaners and liaising with the technical department to quickly resolves any maintenance issues.
To work with the Technical and Facilities Manager in the…