Visitor Experience Manager

ABOUT US:

With a mission to enrich the cultural life of our region, Birmingham Hippodrome is one of the most popular theatre complexes in the UK. Varied productions in our 1,850-seat auditorium (dating from 1899), and in our 200-seat Patrick Studio ensure we play a key role in the region’s world-class cultural scene. With c.400 live performances annually in our main house, we present nothing but the best in touring musical theatre, ballet, dance, opera, pantomime, drama, and comedy. Our Patrick Studio welcomes a range of smaller-scale productions and is an important base for dance and for the development of new artistic work.

Fun fact: If you stacked the number of ice creams we sold last year on top of each other it would make a tower 21 miles high! (that’s an amazing 115,000 ice cream tubs).

ABOUT THE ROLE:

Working at our theatre as part of the Front of House management team is truly rewarding. You’re at the heart of the audience experience, leading a passionate team, solving challenges in real time, and creating a welcoming atmosphere for every visitor. Each performance is different, the energy is infectious, and your leadership directly contributes to unforgettable nights of live theatre.

The Visitor Experience Manager is responsible for delivering an exceptional, welcoming and inclusive experience for all audiences, visitors and stakeholders attending our theatre. The role leads the front of house operation, ensuring the highest standards of visitor experience, safety and accessibility across all public-facing areas, while fostering a positive and professional team culture in line with organisational values.

This role includes duty managing our building, ensuring compliance with all health and safety procedures, including licensing laws. With a commercial focus you will ensure that we are maximising sales across all front of house areas, motivating the team to have a sales orientated focus and to ensure maximum efficiency. This key role shapes how our audiences feel about our theatre, from arrival to departure, acting as an ambassador for the organisational vision.

You'll get to become part of a large, established, and respected cultural organisation, taking part in varied and exciting work, with lots of opportunities for learning and growth.

This role is offered on a full-time, permanent, 40 hour per week basis (annualised hours), with frequent work on weekends, evenings and bank holidays.

ABOUT YOU:

We're looking for someone with extensive experience at manager level in a fast-paced, high-footfall venue such as a theatre, visitor/entertainment attraction, cultural site, or similar, including sales management experience at a manager level. You'll need experience managing an EPOS system such as Point One, as well as strong experience managing a team.

You'll have excellent customer service skills and a commercial approach, plus qualifications in First Aid, defibrillators (AED) and a Personal License (or be willing to undergo these within 3 months of your start date).

Recognising under-representation in our workforce of the global majority, and people with disabilities, we particularly welcome applicants from those backgrounds.