Customer Experience Manager

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Nottingham Playhouse

Customer Experience Manager – Nottingham Playhouse

Nottingham Playhouse is looking for an experienced Customer Experience Manager to play a central role in how audiences experience our building, our work and our welcome.

Reporting to the Head of Commercial & Operations, this key leadership role sits within our integrated Commercial & Operations team. You will lead our Front of House and customer-facing teams, shaping an inclusive, high-quality visitor experience while driving strong commercial performance across Food & Beverage and public-facing activity.

This is a hands-on role for a confident manager who enjoys being visible, setting standards and supporting teams to deliver consistently excellent service. Acting as a Duty Manager, you will ensure the safe, smooth and professional delivery of performances, events and hires, while embedding strong systems, training and ways of working.

The Customer Experience Manager is responsible for leading the end-to-end visitor journey at Nottingham Playhouse. You will champion excellent service, inclusion and accessibility, while also ensuring our Front of House and commercial operations are well-run, financially robust and continually improving.

We are looking for someone with experience leading Front of House, customer experience or hospitality teams in a busy, public-facing environment. You will bring a customer-first mindset, strong people management skills and a practical, commercially aware approach to operations. Experience of Food & Beverage trading and live event delivery will be important as will the ability to collaborate effectively across the organisation.

This is an exciting opportunity to shape the end-to-end customer journey at one of the UK’s leading producing theatres and to make a visible impact on both audience experience and commercial success.