Description
Join Derby Theatre’s senior management team and play a pivotal role in shaping exceptional visitor experiences. As Head of Customer Experience & Operations, you’ll lead the strategic design and delivery of our audience journey while driving commercial growth through secondary spend.
This is a key leadership position ensuring Derby Theatre remains safe, welcoming, and financially sustainable, while championing our vision as a Learning Theatre.
You'll oversee food and drink services, front of house operations, premises, and security-creating an environment where every visitor feels valued and inspired.
You will have demonstrable experience running a commercial trading operation, with a proven ability to drive revenue growth and profitability. Experience in a theatre or arts setting is ideal but what is more important is a can-do attitude to work and an alignment with the values of Derby Theatre: exciting, inclusive, empowering, welcoming and caring.
You will be able to demonstrate leadership skills, and have a record of experience managing and developing customer facing teams.
Head to https://www.derby.ac.uk/jobs/current-vacancies/head-customer-experience-operations/ to read the full job description, person specification and to apply.
Deadline 8th February 11.59pm
Some essential criteria includes:
Qualifications
- Holds personal license or has ability to achieve within six months
Experience
- Demonstrable experience in running commercial trading operations, e.g., catering or retail, including budget preparation, forecasting, and financial reporting, with a proven ability to drive revenue growth and profitability
- Proven experience of working to and exceeding income targets, with a strong understanding of financial management principles and practices
- Experience in team and stakeholder leadership across commercial and operational planning
- Advanced financial and budget management experience, with a working knowledge of complex financial systems and the ability to analyse and interpret financial data to inform strategic decision-making
- Substantial building/venue management experience, including facilities maintenance
Some responsibilities include:
- Develop, evolve and implement Derby Theatre's commercial strategy, identifying new income streams and opportunities.
- Lead cross-functional planning to create integrated commercial offers.
- Develop, promote and manage catering, conference hires, and other revenue-generating activities, to maximise turnover, gross profit margins, and overall profitability.
- Develop business plans and models that support the delivery of the Theatre's Business Plan, providing insightful reports and recommendations for operational improvements and growth.
- Monitor and report on Key Performance Indicators (KPIs) such as yield per visitor, conversion rates, event occupancy and ancillary income per event.
- Responsible for achieving agreed revenue targets across retail and hospitality commercial channels
- Lead the visitor experience, empowering staff to deliver exceptional standards of customer service to all visitors, including front-of-house, backstage, and staff areas.
Head to the University of Derby webiste to apply.