Initially working on the set up of Soho Theatre Walthamstow, you will be fundamental in mobilising the building for a successful launch, including recruiting the Audience Team and creating effective systems and processes.
Following this, you will support the ongoing smooth operation of the building by leading the Audience Team, building a positive, dynamic, innovative and customer focused culture within the team. You will develop and nurture a strong, multi-skilled and adaptable workforce that reflects and embodies the values of Soho Theatre Walthamstow.
This role is key to ensuring Soho Theatre Walthamstow’s programme is fully and effectively supported, delivering and exceeding expectations for all productions, hires, events or other activities.
The Audience Experience Manager is responsible for the welcome and experience of all visitors to Soho Theatre Walthamstow and in ensuring an exceptional and inclusive welcome to all.
Job Overview
Audience Manager
• Be the primary point-of-contact, and welcome audiences, visitors, patrons and VIPs during performance times, ensuring they are treated with the highest standards of care and attention, in line with the Customer Service Policy.
• Develop collaborative working relationships across all internal colleagues, artists, producers and visiting companies.
• When Duty Managing performances, take full control of the public areas from pre-opening checks to closing, ensuring a smooth customer focused experienced, whilst complying with all licensing laws.
• Take full responsibility for the health, safety and wellbeing of the customers and team members.
• Have a sound working knowledge of performance content and show information (running times, age restrictions, latecomers’ points etc), and of audience requirements for performances, including provisions for access requirements to ensure that the Audience Team are fully briefed.
• Build the daily show report and run sheet for each shift.
• Contribute to the review of systems and processes, proactively engaging with opportunities to improve efficiency and communication within and beyond the Audience Team.
• Act as first aider when needed, and ensure accident report forms are completed when necessary.
• Be responsible for managing customer feedback, resolving any problems with sensitivity and authority as they arise and, if not possible, ensure that relevant feedback is conveyed to the COO for further investigation.
• Work with the Soho Theatre Dean Street Audience Experience Manager and team to ensure a consistent and high quality approach to all front of house operations.
• You will be expected to Audience/Duty Manage at least 2 performance times a week with regular shifts revolving around Soho Theatre’s live performance programming across evenings and weekends.
• Always act in the best interests of Soho Theatre, and in line with all company policies.
Team Management
• Recruit and lead an Audience Team that is proactive and welcoming to all artists and audiences.
• Lead by example, championing and promoting the values and behaviours of Soho Theatre, encouraging diversity and inclusion and acting as an ambassador for the company.
• Lead a positive, professional and strong team, with a focus on customer satisfaction and quality of service.
• Ensure all public and invited audience performances/events are adequately staffed by creating rotas that are fit for purpose, considering Soho Theatre’s programme requirements, budgets and audience experience.
• Lead on recruitment, inductions and regular appraisals for a pool of casual Audience Team members, notifying the COO should there be any grievances or disciplinary action required.
• Maintain accurate records and ensure that GDPR is managed according to all legislation.
• Monitor and control all casual hours and core staff overtime costs to remain within annual budgets.
• Ensure weekly payroll data (casual hours and core staff overtime) is accurately recorded and verified, in good time for meeting payroll deadlines.
• Ensure all core FoH staff have the correct training (health and safety and job-specific) for their roles, liaising with the COO to book external training as required.
• Devise effective and innovative methods of communication across the team, ensuring key messages are cascaded to the Audience Team from other departments and the Company in a timely and appropriate manner.
• Manage the Audience team, including casual staff on duty, ensuring they are upholding the terms of Soho’s policies and procedures, arrive for shifts on time, are presentable and are assigned relevant duties.
• Maintain a consistent positive attitude when dealing with other staff members.
• Set a good example with regards to punctuality, attendance and attitude.
Health and Safety
• Act as a member of the Health and Safety Committee and ensure all processes and procedures are adhered to.
• Alongside the COO, act as a point of contact for Waltham Forest Council representatives with an operational interest in the building, including Licensing, Environmental Health, Health & Safety.
• Ensure that the building is secure and that systems are in place to protect the building and its users.
• When acting as Audience/Duty Manager, to be responsible for managing audience evacuations.
• Work collaboratively with the building and operations team, including the COO, Building & Facilities Manager and Technical and Production Manager on maintaining building evacuation procedures and scheduling audience drills.
• Ensure all the Audience Team adhere to the Health & Safety Policy and procedures, and receive training relevant to their roles, and that there is an adequate supply of fire marshals and first aiders present during opening hours.
• Work closely with the Technical, Building and Bar teams in maintaining the smooth running of the building.
• Be responsible for updating and reviewing all in-house FOH risk assessments, policies and procedures.
• Act as appointed first aider, fire marshal and key holder for the building.
• Ensure all accidents and incidents are efficiently reported, fully investigated and actioned to prevent further accidents or incidents.
• Coordinate with the F&B team to work with the Security company to ensure they have regular daily briefings with the Audience Team and are fully informed about the activity in the building.
• In collaboration with the Technical & Production Manager and Bar Manager, ensure that all venue users and audiences comply with Venue and Performance Risk Assessments.
• Ensure regular venue checks (daily, weekly and monthly) are in place by the Audience Team and defects are efficiently reported.
Artistic/Creative Programme
• Be a point-of-contact for artists and companies performing and using the venue, and ensure they are treated with the highest standards of customer service.
• Liaise with visiting companies, artists, and producers, representing the company as necessary.
• Become knowledgeable of the artistic programme and brand values of Soho Theatre.
• Liaise with all departments within the company on matters relating to the shows including ticketing points with Box Office, Risk Assessments and Show Requirements from Producers, Content Advice with Comms etc.
• Liaise with producers and incoming companies on their first day in the venue to ensure all FOH information is accurate and start the customer service experience for them.
• Work with the wider team in preparing for all accessible performances and events, exploring ways to gather quantitative and qualitative audience data and feedback on their experiences.
Sales & Merchandise
• Liaise with colleagues to maximise sales opportunities across the Front of House/Audience operation.
• Ensure that merchandise stock is fully accounted for, sales appropriately recorded and stock checks regularly implemented and reported.
• Work collaboratively across teams to promote sales, motivating the audience team to upsell merchandise, memberships and to pre-order food and beverage.
General
• Represent Soho Theatre with external stakeholders and the wider arts community, building constructive relationships to further the work and profile of Soho Theatre.
• Uphold the Company’s equal opportunities, access and diversity policies.
• Be fully aware of the theatre’s activities and programme of events at all times.
• Undertake any other duties as may be appropriate to the nature of the post.
Submitting an application:
We prefer applications to be sent by email. Please send your completed forms to jobs@sohotheatre.com with STWAEM24 in the subject line, as well as a completing an equal opportunities form, which can be found by clicking here.
When completing your application form, please read the person specification in the job description carefully.
If you would like to submit your application in another format, or you have any queries about this role, please contact HR on 020 7478 0100 or email jobs@sohotheatre.com to discuss alternatives.