Operations & Customer Service Manager - Membership

Salary: £32,952 - £38,613 per annum

The BFI is looking for an experienced manager to join our Customer Experience team at BFI Southbank.

Overseeing the day to day operation, customer journey and cinema experience, our team ensure the delivery of the programme of screenings and events across the venue. Alongside operational responsibilities, our managers each have specialist areas and this role supports our Membership function, overseeing the dedicated Membership Team and driving sales, retention and Member engagement.

Key responsibilities include:

• To act as lead Operational Manager across all BFI Southbank activity on a daily basis
• Manage the Membership function to ensure maximum efficiency
• Ensure immaculate scheme administration, delivering excellent customer service
• To oversee the operation across multiple screenings, events and activities

We are looking for candidates who have:

• Significant experience gained in a mid-to-large scale arts/cultural venue, or other visitor-focused organisation
• Experience and understanding of co-ordinating delivery of a customer facing or Membership scheme
• Experience of handling enquiries and complaints
• Proven people management skills including experience of successful performance management, coaching and developing staff.

A full list of responsibilities and minimum requirements can be found in the job description.

About the BFI

We are a cultural charity, a National Lottery distributor, and the UK’s lead organisation for film and the moving image. We believe society needs stories. Film, television and the moving image bring them to life, helping us connect and understand each other better. We share the stories of yesterday, search for the stories of today, and shape the stories of tomorrow.

At the BFI you’ll enjoy benefits such as excellent support for working parents, 25 days annual leave (plus bank holidays and additional paid time off at Christmas), tickets to BFI festivals and events plus many others.

We support diversity and inclusion, and as an organisation recognise that we need to address under representation within our teams. As such we strongly welcome and encourage applicants from our under-represented groups; who identify as D/deaf and disabled and/or are Black and Global Majority. We guarantee a first interview to our under-represented groups who meet our minimum requirements.

Applications

Further details about the role, the BFI and our benefits can be obtained by visiting our website.

First interviews will be held w/c 5 August 2024
Second interviews will be held w/c 12 August 2024

The closing date for this position is 29/07/2024 at 23:59