Customer Experience Manager | Theatres

Customer Experience Manager | Southend Theatres | Permanent

At the heart of Southend-on-Sea’s cultural life are the Cliffs Pavilion and the Palace Theatre - two iconic venues united by a shared passion for live entertainment.

With a strong customer and commercial focus, the Customer Experience Manager at Southend Theatres will have the desire and ability to drive success in one of the UK’s busiest entertainment, event, food and drink businesses. Highly visible and operational, the Customer Experience Manager leads all customer-facing operations ensuring high levels of customer service alongside super-efficiency and commercial success. This is an operational, hands‑on post which will also act as duty manager as required.

Commercially savvy and enthusiastic, you influence others by leading from the front. You are a visible and hands‑on leader with broad knowledge of theatre, events, and food and drink operations within a highly commercial environment.

You are energetic, resilient, proactive, and results-focused, bringing a creative, self‑motivated, and engaging approach to leadership. As a dynamic leader, you motivate teams to perform at their best.

You have experience in other retail or hospitality sectors, with a strong understanding of how these transferable skills apply within a fast‑paced, customer‑driven live entertainment environment.

You are driven by improving profitability and operational efficiency, supported by strong commercial awareness and sound decision‑making.

You have a strong customer service ethos and a genuine commitment to delivering an excellent experience at every opportunity.

You thrive in a large corporate organisation and demonstrate strong leadership skills, with the ability to support and manage large teams while consistently delivering results.

You communicate with professionalism and confidence, maintaining an excellent manner when dealing with the public, colleagues, stakeholders, and industry partners.

You are adaptable to changing business needs and remain calm, focused, and effective in fast‑paced, high‑pressure environments.

You have proven experience in people management, including recruitment, appraisals, training and development, workforce planning and deployment (rotas), and performance management.

• Discounted theatre tickets
• Training and development plans
• Hundreds of savings across retailers with TE&ME
• Access to mental health resources
• And much more...

Eligibility criteria applies

• Position Title:
  
  Customer Experience Manager
• Location:
  
  Southend Theatres
• Contract:
  
  Full Time
• Hours:
  
  40 hours per week
• Annual Leave: 33 days per annum (incl public bank holidays)
• Salary: £34,000 to £41,000 per annum
• Job Description:
  
  Download a full Job Description
• Details: £34,000.00 - £41,000.00 per year, Southend, SS0 7RA
  , GB

Southend Theatres is an equal opportunities employer. All suitably qualified applicants will receive consideration for employment without regard to race, colour, sex, sexual orientation, religion, age, or disability.