Head of Operations & Commercial

HEAD OF OPERATIONS AND COMMERCIAL

Reports to:                     Executive Director

Line Manages:             Customer Experience Manager / Facilities Manager

Location:                         Theatre by the Lake

Salary:                              £42,230

Contract:                        Full-time, permanent

 

PURPOSE OF THE ROLE

We are seeking an experienced and capable senior manager to help shape the future of Theatre by the Lake, integrating and driving the development of our commercial, operational and customer-focused activities.

Working closely with the Executive Director, this role will be instrumental in growing and diversifying revenue streams as well as ensuring our building is safe and well‑managed and our audiences receive excellent service.

 

KEY RESPONSIBILITIES

COMMERCIAL DEVELOPMENT

·        Oversee the delivery and ongoing development of commercial activity including hospitality, retail, venue hire and events

·        Support the Executive Director in developing realistic commercial plans that contribute to organisational income

·        Identify opportunities to enhance existing and develop new revenue streams

·        Manage the catering operator contract, ensuring standards, service quality and income levels are maintained

·        Work collaboratively with Development and Marketing to support commercial partnerships and promotions

·        Monitor commercial performance and provide regular operational reports, ensuring cost control and value for money

 

FACILITIES

·        Lead the efficient day‑to‑day management of the theatre estate, ensuring it is safe, secure and well‑maintained

·        Oversee maintenance schedules, statutory compliance and routine operational planning

·        Support the Executive Director with information and recommendations that inform long‑term asset planning and capital needs

·        Act as Designated Premises Supervisor (training can be provided)

·        Manage supplier relationships and contracts for maintenance, cleaning, utilities, security and safety systems

·        Champion practical sustainability measures that reduce energy use and improve building efficiency.

 

VISITOR EXPERIENCE

·        Ensure excellent standards of customer service and care

·        Ensure the building is welcoming, accessible and inclusive for all visitors

·        Use audience feedback and available data to guide improvements to the visitor journey

·        Work collaboratively with Marketing to ensure front‑of‑house service supports audience needs and organisational aims

 

LEADERSHIP & FINANCIAL MANAGEMENT

·        Line manage the Facilities & Maintenance Manager and Customer Experience Manager, providing guidance, support and clear operational leadership

·        Manage budgets for operational and commercial areas, monitoring expenditure and contributing to forecasting

·        Support Senior Management Team discussions with clear operational insight and practical recommendations

·        Promote a collaborative, solution‑focused culture across teams.

 

PERSON SPECIFICATION

ESSENTIAL

·        Demonstrable experience in a senior operational or commercial management role, ideally within a theatre, venue or similarly complex environment

·        Entrepreneurial approach and ability to identify commercial opportunities

·        Strong leadership skills with the ability to support and motivate diverse teams

·        Good understanding of health & safety, licensing and compliance requirements (training can be provided)

·        Evidence of delivering improvements in customer experience and/or commercial performance

·        Experience managing budgets, suppliers and contracts

·        Ability to prioritise effectively and manage competing demands

 

DESIRABLE

·        Knowledge of environmentally sustainable practices in building operations

·        Familiarity with ticketing and CRM systems

·        Personal licence holder

Application Process

If you think that this is the next role for you and you have the skills and experience we’re looking for, then please send your CV with a covering letter explaining how you meet the criteria for the role along with a completed Equal Opportunities Monitoring Form to jobs@theatrebythelake.com

We’re committed to diversity and creating an accessible recruitment process.  So, whilst we’re taking applications by CV, if this process doesn’t work for you then please let us know and we’ll happily consider an alternative such as a video application.  You can contact us at jobs@theatrebylake.com to discuss.

Closing Date

The closing date for application is 10am on Monday 6th April

Online interviews will take place w/c 13th April

 

Terms and conditions

·        Salary – £42,230

·        Hours – 40 hours

·        Type of Contract – Permanent

·        Holiday Entitlement – 31 Days per annum (including Bank Holidays) plus Christmas Day

·        Pension – 5% Employee Pension contribution and 3% Employer Pension Contribution