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The Churchill Theatre in Bromley is a prominent venue for live entertainment, featuring a diverse range of productions and a seating capacity of 781.
The Deputy Customer Experience Manager is a key operational leader within the venue, supporting the delivery of an exceptional customer journey across all performances, events, and day-to-day activity. Working in close partnership with the Customer Experience Manager, the postholder is responsible for leading Front of House operations, driving service excellence, supporting and developing teams, ensuring compliance with all operational and safety standards, and contributing to the smooth, professional, and commercially effective running of the venue.
We are looking for an experienced and adaptable operational leader, ideally with a background in theatre, live entertainment, or a related cultural environment. You will be confident leading teams within a fast-paced setting, taking ownership of key areas of the customer journey, and stepping up to deliver under pressure.
You will bring a collaborative and practical approach, with a strong focus on solutions. Comfortable working both independently and as part of a high-performing team, you will demonstrate clear communication skills, attention to detail, and the ability to coach, support, and develop others. You will also be flexible in your approach, willing to support the wider department wherever needed to ensure delivery of an excellent customer experience.
To succeed in this role, you will demonstrate:
A strong sense of ownership, accountability, and pride in your area of responsibility, with a clear understanding of how all aspects of the customer experience contribute to overall success
A proactive and solutions-focused mindset, with the ability to respond effectively in a dynamic environment
Excellent interpersonal and communication skills, with the confidence to lead, guide, and influence a team
A collaborative approach, with a willingness to share knowledge, contribute to decision-making, and support colleagues
A genuine desire to deliver high standards and achieve results
Co-founded by Sir Howard Panter and Dame Rosemary Squire in 2017, Trafalgar Entertainment is a premium international live entertainment business focused on new productions, venue ownership, Performing Arts education, theatre ticketing, the distribution of live-streaming innovative content and the provision of great theatres where people can come together to share in the experience of live entertainment. TE is home to Trafalgar Theatres, The Chiswick Cinema, Trafalgar Theatre Productions, Trafalgar Releasing, Trafalgar Tickets, Stagecoach Performing Arts, Drama Kids/Helen O’Grady Drama Academy, ticketing company London Theatre Direct, Stagedoor, Jonathan Church Theatre Productions, and Imagine Theatre.
Trafalgar Theatres is the venue-operating division of Trafalgar Entertainment (TE). We currently operate 21 venues; including the Trafalgar Theatre in London’s West End and the Theatre Royal in Sydney. We’re growing fast, we’re confident in what we do, and we’re ambitious about the future. There’s never been a better time to get onboard.
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
Deputy Customer Experience Manager
Location
Churchill Theatre
Annual Leave
33 Days (Inclusive of Bank Holidays)
Job Description
Download a full Job Description (https://policies.trafalgar.global/wp-content/uploads/2026/07/TTBRO-Deputy-Customer-Experience-manager-July-2026.pdf)
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