Customer Experience Manager, Kirklees Council (Town Halls)

As Customer Experience Manager, you will shape and elevate the audience journey across Kirklees' landmark performance venues and listed cultural buildings, including our historic Town Halls and community spaces. This role is pivotal in delivering outstanding experiences - from first point of contract, through to event delivery and beyond. You will manage front-of-house and sales teams, collaborating closely with operational managers and artistic stakeholders to uphold our brand standards, enhance service values and ensure every visitor feels welcomed. Bringing the magic of live performance to the communities of Kirklees.

Our Town Halls are at the heart of civic, cultural and commercial life, supporting the Council's daily business and wider strategic goals.

Key Responsibilities:

• Lead and improve customer experience across all touchpoints, both online and in-person
• Collaborate on booking systems and implement transformation plans
• Design and deliver staff training for customer facing teams
• Monitor and develop membership schemes, VIP programmes, and mystery shopper initiatives
• Manage complaints processes and ensure timely, professional responses
• Support marketing campaigns and maximise sales opportunities
• Attend selected events to capture promotional content
• Collaborate on website content, event listings, and promotional materials
• Support audience development through email campaigns, social media, and community outreach

About You

We're looking for a highly experienced, customer-focused leader who can inspire teams and deliver outstanding service.

Essential Skills & Experience:

• Proven experience in managing customer service and leading teams
• Ability to turn feedback into actionable improvements
• Strong stakeholder engagement and influencing skills
• Excellent communication skills (written and verbal)
• Experience with customer complaints systems and service monitoring
• Ability to work flexibly and travel across venues