Opened in 1977, Churchill Theatre Bromley has established itself as one of the South East’s leading live entertainment venues, welcoming over 200,000 customers through its doors every year.

The Customer Experience Manager is vital to the success of our business. The postholder plays a pivotal role in delivering the venue’s programme of shows and events to ensure our customers have the best possible experience. 

Venue Operations

• Duty Manage on average four shifts per week, entailing the delivery and coordination of the venue’s full operational diary of shows/events or daytime operation.

• To deliver performances, events, private hires, and receptions, as per the agreed deal memo and within budget, and ensuring all room set-ups are completed on time.

• Completion of all financial reconciliation processes in line with company policies – including (but not limited to) retail sales on bar, kiosks, and merchandise.

• Reconciliation of third-party merchandise stock considerations.

• Management of the till system.

• Ensure that all front of house areas are kept clean, tidy and presentable at all times.

• Ensure that all relevant compliance checks are completed and that any discrepancies are either resolved directly or escalated to the appropriate party.

• Good communication with the General Manager to ensure routine, periodic or ad hoc cleaning and maintenance requirements for Front of House areas so that this can be communicated to the contract cleaning company.

• Ensure timely and effective liaison with incoming companies to ensure their requirements are met and events run smoothly.

• Completion of the internal show report.

• To ensure that all access requirements are met with sincerity and of the highest service delivery.

• Help with deliveries so they are accepted appropriately and processed in accordance with the company’s procedure.

• To observe and adhere to the venue’s licence and Health & Safety policies.

• To deputise and cover core activities in lieu of the Hospitality Manager

Team Leadership

• Assist in the development, implementation and delivery of the induction and training programme for zero hours and casual staff, in line with Trafalgar Entertainment’s policies.

• In collaboration with the Hospitality Manager, oversee the recruitment and onboarding of members of the zero hours team (Duty Managers and Team Leaders) and the casual Front of House Team.

• Front of House recruitment, induction, management and managing the volunteer programme.

• To carry out the relevant appraisal, disciplinary and grievance processes with all zero hours team members.

• To create the Front of House and volunteer rotas, ensuring they are distributed in a timely fashion and take all operational factors into account, including events in the Studio and Lounge.

• To engage and motivate the Front of House department to deliver exemplary service and achieve the required Key Performance Indicators (spend per head and mystery shopper survey scores).

• Have a demonstrated history of exemplary Line manager skills by ensuring every team member’s lifecycle journey is maintained to the highest standard – Recruitment – Performance management – Absence management – Holiday planning -Wellbeing.

Customers

• To be a visible and accessible management profile throughout the venue whilst on-shift to assist all staff and visitors.

• Champion the Four pillars customer service matrix monitor, and feedback customer service standards delivered by all members of the department to all venue customers – be it members of the public or visiting productions.

• To engage with and manage customer escalations, attempting to find a solution for any customer service grievance at the initial point of contact.

• Support other customer-facing departments in the day-to-day delivery of customer-facing services e.g. assisting hospitality, stage door, box office or back of house colleagues at times of greatest demand.

Health & Safety

• In liaison with the General Manager and Technical Manager, ensure that the Front of House operations comply with all legal and regulatory controls and are in-line with the venue’s Health and Safety and licensing requirements.

• The implementation of emergency, evacuation, and counter-terrorism procedures, including all relevant training, drills and briefings in collaboration with the Theatre Director, General Manager Technical Manager, and the relevant statutory authorities.

• To understand and have a working knowledge of all current Health and Safety legislation, Licensing regulations and Food Hygiene legislation.

• Ensure the safe opening and locking of the building.

• Ensure all daily and pre-show building checks are carried out in accordance with theatre procedure, with particular emphasis on safety, cleanliness, and presentation.

• Ensure all storage areas are kept clean and tidy, and that all equipment is properly stored.

• Ensuring risk assessments are distributed to the team, understood, signed off and uploaded to the venue’s H&S system.

• Ensure all practices of the department are in accordance with the venue’s risk assessments.

• To be the nominated First Aider when Duty Manager.

• To be the nominated Fire Marshall when Duty Manager.

• Undertake responsibilities as a key holder of the building, ensuring smooth and safe daily operations and security procedures are maintained.

Please note: Interviews will be held on Wednesday 23rd April 2025.

Co-founded by Sir Howard Panter and Dame Rosemary Squire in 2017, Trafalgar Entertainment is a premium international live entertainment business focussed on new productions, venue ownership, Performing Arts education, theatre ticketing, the distribution of live-streaming innovative content and the provision of great theatres where people can come together to share in the experience of live entertainment. TE is home to Trafalgar Theatres, The Chiswick Cinema, Trafalgar Theatre Productions, Trafalgar Releasing, Trafalgar Tickets, Stagecoach Performing Arts, Drama Kids/Helen O’Grady Drama Academy, ticketing company London Theatre Direct, Stagedoor, Jonathan Church Theatre Productions, and Imagine Theatre.

Trafalgar Theatres is the venue-operating division of Trafalgar Entertainment (TE). We currently operate 21 venues; including the Trafalgar Theatre in London’s West End and the Theatre Royal in Sydney. We’re growing fast, we’re confident in what we do, and we’re ambitious about the future. There’s never been a better time to get onboard.

We are passionate about entertainment, audiences, and the live experience and we value Creativity, Collaboration, Excellence and Respect.

Trafalgar Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from people in groups where we are under-represented, for example people with disabilities, from minority ethnic groups, older returners and people who are neurodivergent.

We are curious, courageous and ambitious, empowering people to challenge and innovate in pursuit of excellence.

⭐Discounted theatre tickets

⭐Training and development plans

⭐Hundreds of savings across retailers with TE&ME 

⭐Flexible hours

⭐Access to mental health resources

⭐And much more...

Eligibility criteria applies

KEY INFORMATION

Position Title	Customer Experience Manager
Location	Churchill Theatre
Contract	Full Time - Permanent
Hours	40 Hours
Annual Leave	33 Days (Inclusive of Bank Holidays)
Salary	£36,500 (Dependent on skills and experience)
Job Description	Download a full Job Description