Visitor Experience Manager

Are you ready to step into the spotlight at The Playhouse? We're looking for a talented and organised individual to become the face of our renowned venue, ensuring audiences have unforgettable experiences at our events, shows, workshops, classes, and conferences.

Our Visitor Experience Team ensures that everyone visiting, working and interacting with the organisation is warmly welcomed and receives the best possible experience. Led by the Visitor Experience Manager, the team provides a high level of administrative support across the areas of Visitor Experience and operations (including Front of House, Box office, Theatre and Venue Facilities) as well as Senior Managers.

We are currently looking to appoint a new Visitor Experience Manager for cover maternity on a 12 month, full-time, temporary contract. 

Key Responsibilities

• Provide effective leadership and motivation to the Visitor Experience Team ensuring optimised performance. Overseeing the recruitment, induction, line support management and training of the wider Visitors Experience Team. Contribute to an enjoyable professional environment and team morale.
• Brief the team in, maintain and uphold The Playhouse Values and Behaviours, Working Together Principles and Code of Conduct.
• Lead and support the Visitor Experience Team to deliver the day-to-day operations at The Playhouse, including but not limited to: maintenance of building presentation standards, managing visitor flow, providing visitor assistance, identifying visitor needs, welcoming and wayfinding, access, fire and health and safety.
• Lead and support the delivery of internal and external events at The Playhouse and other off-site locations as necessary on behalf of the Visitor Experience Team. This includes collaborating across the organisation to coordinate room bookings, room set up and strike to ensure we facilitate the best possible experience for visitors and colleagues.
• Proactively work cross-organisationally to ensure effective collaboration and integration of the Visitor Experience Team with the wider Playhouse team, working closely with other people managers and attending cross team and all staff meetings such as the Operations meetings, Connections Meetings, All Staff and Residents Meetings etc.
• Advocate for the Visitor Experience Team from a leadership position and ensure open communication between team members, all Playhouse staff team and senior leadership.
• Manage Visitor Experience hours within agreed budgets and schedule staff hours through a rostering system. Authorise holiday, provide sickness and staffing data for payroll; monitoring and reporting absences, ensuring the smooth operational running of Visitor Experience at all times.
• Act as Duty Manager on a rota basis, taking day-to-day responsibility for all aspects of public and asset safety, including security and visitor care during opening hours. Overseeing control of building/site-wide incidents and emergencies. Responsibility for securing and alarming the building/ grounds at the end of the day.
• Fully understand and champion Playhouse policies and procedures as outlined in the Organisation Handbook.
• Contribute to and deliver upon our organisational commitment to Equality, Diversity and Inclusion, promoting non-discriminatory practices in all aspects of work undertaken.
  Be committed to excellence and continuous improvement by undertaking professional development opportunities and fostering that culture throughout the Visitor Experience Team.
• Establish regular team meetings with the wider Visitor Experience Team and set up regular 121’s with staff, inclusive of review meetings and development frameworks for direct reports.

DOWNLOAD FULL JOB SPEC

Ready to take centre stage?

To apply: 

1. Update your CV/Resume
2. Download and complete our confidential monitoring form.
3. Send both to shauna@derryplayhouse.com with subject 'Visitor Experience Manager'

Current deadline Friday 17th May (at noon)

• Theatre experience preferred, but is not essential if you have relevant transferable skills. 
• Interviews will be arranged late May 2024
• Appointment to begin June 2024
• Check this page for latest updates or extensions.