TodayTix Concierge (Manager)
TodayTix Group is excited to be opening a brand new retail store for the TodayTix consumer brand in the heart of London’s West End. We’re looking for dynamic people to join our retail store team who have a passion for theatre, enjoy thinking on their feet, and connect with our mission of finding a seat for everyone.
What You’ll Do
- Provide our customers with a personalised, six-star experience to help them access the best shows and experiences that London has to offer
- Communicate to the senior leadership team all relevant customer feedback, particularly in the areas of pricing, products and services, to facilitate ongoing improvements in our service
- Lead and motivate a highly skilled team of TodayTix Concierges and proactively suggest ways to improve the experience to maximise retention, performance against goals and customer satisfaction
- To provide in-depth knowledge of West End theatre and off-West End productions
- Keep up-to-date with theatre and ancillary product knowledge and special promotions to maximise sales conversion rates and profitability for the business
- To performance manage all employees of the retail store team, ensure annual reviews, quarterly check in’s and 1-2-1 meetings are held as per business expectations
- Establish, optimise and ensure accurate reporting of KPIs and goal setting against those KPIs as well as implementing plans to reach those goals
- Plan and strategise the ongoing requirements for the retail department, adhere to cost-effective budgets and efficiencies and maintain and improve output and productivity
- Manage the rota, workflow and staffing levels and ensure all holiday requests are dealt with efficiently in accordance to shift patterns
- Offer after-sales assistance and go the extra mile to help with customers exchange or cancellation requests
- Manage incoming complaints in line with the company complaint policy
- Attend industry events, trade nights or familiarity trips as required
- Cultivate a positive and enthusiastic working environment
- Work as part of a team, supporting colleagues and working to deliver common goals
- Liaise with our IT department to report any faults or maintenance requirements for our in-store technology
- Be fully aware of company policies/handbook Any other reasonable duties as requested by the senior leadership team.
We’re looking for Someone With:
- A passion for theatre and knowledge of the West End is essential
- 2+ years of management experience
- The ability to problem-solve and think on their feet
- Genuine enthusiasm for helping others
- Experience working with customers face to face
- Strong verbal communication skills
- Flexibility with working evenings and weekends
- Additional languages are a bonus!
Additional Information
Operating Hours (subject to change according to business requirements):
Monday-Saturday: 08:00 – 23:00
Sunday: 09:00 – 19:00
The TodayTix retail store will operate all year round (except 25 December). Shifts are 7.5 hours per day, plus a one-hour lunch break.
Please note: this is an in-person position. Qualified candidates must be based in the greater London area. Anyone working in-person for TodayTix Group must be fully vaccinated against COVID-19.
