Customer Experience Manager

Customer Experience Manager
- Woking Customer Experience Manager

Reports to:

Head of Operations Woking Theatres & Cinema is one of the most exciting hospitality and live entertainment venues in the South East. Sitting under the ATG Entertainment group, the venue operates three distinct brands under one roof:
Woking Theatre, the intimate Rhoda McGaw Theatre, and Nova Cinema — each with its own audience, energy and commercial ambition. This is not a role for someone who wants to maintain the status quo. We are in active pursuit of a step-change in how customers experience this venue — from the moment they walk through the door to the last drink poured.

Admissions are growing, ambitions are higher still, and the commercial infrastructure to support that growth is being built right now. We need a Customer Experience Manager who understands that exceptional experience and exceptional margin are not opposites — they are the same thing. Someone who will own the commercial performance of everything that surrounds the show / film. If you have ever wanted to put your genuine stamp on a hospitality business, this is that job.

This is a hands-on senior leadership role with full functional accountability for the customer-facing commercial operation, its strategy, people, financial performance and continuous development.

The right candidate will have a proven track record of growing hospitality margin and will be fluent in SPH, GP% and cost of sales— and crucially, will know how to move them. You will have operated in a high-volume, fast-paced environment such as theatre, cinema, stadium, hotel or attraction. Please note, your role may involve working with children or vulnerable people.

Key responsibilities Leadership & Operations Act as a core member of the Venue Senior Leadership Team, shaping hospitality strategy and taking collective accountability for commercial, operational and customer outcomes. Lead the Customer Experience management team, setting clear accountabilities and developing managers to lead confident, consistent and commercially focused teams. Strengthen management capability and create a high-performance culture across the department.

Set the staffing model and oversee rotas, payroll and operational planning to ensure an efficient, resilient and responsive operation. Hold accountability for compliance with Health & Safety, licensing, food hygiene and venue policies, ensuring robust controls and timely corrective action. Act as a key-holder, Risk Champion and senior advocate for accessibility and inclusion across the venue. Act as the senior accountable leader for the venue when required, making timely operational, commercial and safety-critical decisions.

Direct security, hospitality, retail and customer experience operations to deliver safe, high-quality events and experiences across the three venues. Lead cross-departmental planning to ensure seamless delivery across performances, cinema, events and wider venue activity. Commercial Performance & Revenue Growth Hold departmental accountability for customer-facing revenue, gross profit, spend per head, labour productivity, cost of sales and stock performance. Deliver commercial plans, budgets and forecasts, taking decisive recovery action where performance is below target.

Use management information, customer insight and operational data to identify opportunities, make evidence-based decisions and drive sustained profitability. Make strategic decisions on staffing models, service standards, product mix, pricing opportunities and resource deployment. Own stock control, retail operations, sales reporting, purchasing and supplier performance, ensuring strong controls and commercial discipline. Develop, test and scale hospitality…