This is a hands-on, operational leadership role with responsibility for driving commercial performance while ensuring an excellent end-to-end customer experience. You will oversee multiple revenue streams including retail, catering, admissions, memberships, and events, while leading front-of-house teams on a day-to-day basis.
As part of the senior leadership team, you will contribute to strategic decision making, while maintaining a strong on-site presence to support operational delivery.
Key Responsibilities
* Develop and implement commercial strategies to support business growth
* Identify and deliver new revenue generating opportunities
* Lead and manage front-of-house teams across admissions, retail, and catering
* Oversee staffing levels, rota planning, and daily operations
* Act as a visible leader, supporting teams during peak trading periods
* Manage catering operations, ensuring high standards of service, quality, and hygiene
* Ensure all commercial areas are well presented, fully stocked, and operating efficiently
* Monitor performance through budgeting, financial reporting, and KPI analysis
* Manage supplier relationships, contracts, and procurement processes
* Contribute to wider business planning as part of the senior management team
* Participate in a Duty Manager rota, including weekends and peak periods
* Ensure compliance with health & safety, financial controls, and company policies
* Collaborate cross functionally to enhance the overall customer journey
Essential Criteria:
* Proven experience in a commercial operations role within hospitality, retail, leisure, tourism, or a customer-focused environment
* Strong background managing front-of-house or customer-facing teams
* Commercially astute with experience in budgeting and performance management
* Demonstrated ability to grow revenue and improve operational performance
* Strong leadership and people management skills
* Excellent organisational and planning capabilities
* Confident communication and stakeholder management skills
* Passion for delivering high-quality customer experiences
Desirable:
* Experience within a multi-revenue stream environment
* Knowledge of retail or catering operations
* Exposure to events, memberships, or customer experience initiatives
* Familiarity with EPOS, booking/admissions systems, or reporting tools
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Salary description
£40000.00 - £45000.00 per year