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Customer Experience Manager

2 days ago 2025/02/07
Full Time Employee · Min 5 Years of Experience
50-99 Employees · Entertainment

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Job Description

We are seeking a motivated and experienced individual to take on the Customer Experience Manager role at King Fahad Cultural Center. A renowned global venue operator is looking to build a highly motivated team to support its operations at a newly refurbished venue in Riyadh, Kingdom of Saudi Arabia. King Fahad Cultural Center (KFCC) features a 2750-seat main auditorium and will present world class productions across multiple genres. With its state-of-the-art facilities, KFCC is set to become a leading venue for cultural activities in Riyadh. The venue will host an extensive range of events leveraging the latest technological advancements.


What the role includes? 

  • Manage all aspects of the front of house and duty manager requirements for performances and events.
  • Ensure all front of house operations comply with health, safety, and security requirements and establish, promote, and maintain a safe environment for venue attendees and venue staff.
  • Lead on risk assessments, making checks of the building alongside the Health, Safety and Security Manager.
  • Act as main point of contact between the front of house and health, safety and security teams.
  • Attend planning meetings and gather all relevant information from all departments, schedule required staffing etc.
  • Promote and maintain excellent interdepartmental communications to ensure the necessary information is delivered effectively and to the highest standards.
  • Oversee the Front of House roster for all events.
  • Create and manage any front and/or back of house tours of the venue, developing relationships with RCU stakeholders, tour operators and building different packages to include F&B and/or merchandise options.
  • Deliver relevant special projects within planned timescales and budgets.
  • Relationship building to promote and benefit the venue. 

Skills

  • At least five years’ experience of managing staff/customer experience department within a similar organisation.
  • Be educated to degree level or equivalent experience.
  • Have an understanding, appreciation, and passion for the development of customer experience in the live events sector.
  • Have a good knowledge or understanding of the customer experience in a venue environment, and its potential pressures.
  • Have demonstrable experience of working within the GCC region.
  • Be capable of demonstrating effective leadership skills.
  • Have a passion and desire to provide excellent customer service.
  • Experience of managing large teams of diverse personnel, potentially with conflicting issues.
  • The ability to motivate, develop and inspire staff.
  • Experience of designing and managing budgets.
  • The ability to research, assimilate information into reports and provide cost analysis/justification.
  • Excellent interpersonal and communication skills (both verbal and written).
  • Have excellent attention to detail.
  • Ability to be an ambassador for the venue.
  • Be flexible, adaptable and able to work within a fast-moving work environment.
  • Have a passion for all types of live events.
  • Be solution focused, supporting staff to deliver outcomes, managing potentially conflicting requirements to ensure the safe and effective delivery of events.

Preferred Candidate

Years of Experience
Min: 5
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