Customer Experience Manager

1 week ago

London, Greater London, United Kingdom Jacksons Lane Full time
Job Description

Job Title: Customer Experience Manager

Job Summary:

Jacksons Lane is seeking a highly skilled Customer Experience Manager to oversee all aspects of the customer experience function. This includes managing the Front of House team, scheduling shifts, training and recruiting new staff, financial reconciliation, and supporting the management of our Supporters scheme.

Key Responsibilities:

Customer Experience
  • Manage the Front of House team: Ensure the safety, security, cleanliness, and tidiness of the venue at all times.
  • Provide excellent customer service: Welcome visitors and users of the building, respond to general enquiries, and provide accurate information where possible.
  • Assist with events: Ensure all spaces are clear and ready for use, and liaise with the marketing team on marketing displays and direct mailing.
Box Office Operations
  • Manage the Box Office system: Take overall responsibility for the day-to-day use and administration of the Box Office system, Spektrix.
  • Sell, reserve, refund, and exchange tickets: Respond to booking enquiries in person, by phone, and by email.
  • Develop and implement policies: Create policies and procedures for ticket returns, refunds, group bookings, promotional offers, and concessionary, complimentary, and access tickets.
Staff Management
  • Line-manage the Duty Managers and FoH and Events Assistants: Develop an effective FOH staffing structure that will deliver a great customer experience and support the building operations.
  • Recruit, induct, and train staff: Lead on the recruitment, induction, and regular training of Duty Managers and FoH and Events Assistants.
  • Manage staff rotas: Produce and manage the monthly rotas for zero-hour staff, ensuring that time sheets are accurately completed by the team.
Fundraising
  • Manage individual giving: Be a first point of contact for individual donors and provide information about donations using Spektrix to monitor donation details and individual giving.
  • Support the Executive Director: Support the Executive Director with the management of the individual giving supporters' scheme.
General
  • Report to the General Manager: Report to the General Manager regularly on the progress and developments at the Welcome Desk through weekly meetings and scheduled appraisals.
  • Act in accordance with policies: Always act in accordance with Jacksons Lane's policies and procedures.
  • Undertake administration: Undertake administration relevant to this role and attend training and meetings as required.

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