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G Live in Guildford has established itself as one of South East’s leading live entertainment venues specialising in music, comedy, concerts, family shows, and special events.
This role is the maternity cover for one of two Customer Experience Managers, with shared departmental responsibilities. This role is vital to the success of our business. The postholder plays a pivotal role in defining the customer experience in the venue, specialising in our front of house and customer operations to ensure we are providing an excellent service to all that come into contact with our business, whether that’s through our front of house, ticketing, or stage door teams.
While this role focuses on customer experience, it is part of a highly collaborative team structure. The postholder will work closely with their fellow Customer Experience Manager to ensure all aspects of the day to day venue operations, staffing, and customer journey are aligned, seamless, and consistently excellent. A strong understanding of Food and Beverage and Event Operations is essential, as both roles are expected to support each other, contribute to shared decision-making, and provide cover when needed. Together, they are responsible for delivering a unified and impactful customer experience.
This is an operational, hands-on post, with regular duty management required.
You'll be a self-motivated, engaging, and dynamic leader with significant experience in the theatre, music, or live entertainment space.
Commercially savvy, enthusiastic, and capable of influencing others (including senior members of the TE team and third-party producer clients), you’ll be energetic, proactive, results-focused, and creative in your approach.
You’ll be collaborative, able to communicate clearly and excellent at forming working relationships with others.
- A strong customer service focus and a genuine desire to deliver an excellent experience, every time.
- A leader with the ability to support a large team while delivering results.
- High level written, numeracy and verbal communication skills.
- An excellent manner when dealing with the public, stakeholders, and industry colleagues.
- An ability to be flexible to business needs and work calmly and effectively under pressure.
- Experience in successful staff management including recruitment, appraisals, training & development, and work performance.
- A clear understanding of how customer engagement and customer service contribute to the overall customer journey, and a strong commitment to collaborating with Hospitality focused colleagues to deliver a seamless, high-quality experience across all stages of the visit.
Founded by Sir Howard Panter and Dame Rosemary Squire in 2017, Trafalgar Entertainment is an award-winning global live-entertainment business, producing plays and musicals, theatre and venue ownership and operations, live music and comedy, events and hospitality, Performing Arts education, ticketing, the distribution and filming of event cinema and TV live-streaming innovative content through Trafalgar Releasing Ltd (from David Tennant in Macbeth to Taylor Swift).
Trafalgar Entertainment is home to Trafalgar Theatres (with 23 venues in the UK, Sydney, London, and across the UK), including four London Theatres - Trafalgar Theatre, The Bridge Theatre, and the new British Airways Theatre, Olympia.
We are passionate about entertainment, audiences, and the live experience and we value Creativity, Collaboration, Excellence and Respect.
- Discounted theatre tickets
- Training and development plans
- Hundreds of savings across retailers with TE&ME
- Access to mental health resources
Eligibility criteria applies
Position Title
Customer Experience Manager (Maternity Cover)
Contract
Full Time - Permanent (Fixed Term)
Annual Leave
33 days per annum, inclusive of Public bank holidays
Salary
£35,000 to £37,000 depending on experience
Job Description
Download a full Job Description (https://policies.trafalgar.global/wp-content/uploads/2026/08/Customer-Experience-Manager-JD-MATERNITY-COVER-G-Live.pdf)
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