To lead the Commercial Operations division's trading and customer-facing departments in providing a customer focussed and sales orientated approach to the Playhouse's visitor experience. This is intended to place the visitor at the heart of everything we do, share our passion for what the Playhouse represents, provide great facilities and staff the match the quality of the work on our stages, and support the work of the Playhouse through the profits the operation generates.

The Commercial Director line manages the following role holders - Theatre Manager, Café and Bar Manager, Head Chef, Conference and Events Manager, Costume Hire Manager, Head of Housekeeping and Security, and Building Services Manager. The Commercial Director is line managed by the Executive Director and is part of the Senior Management Team.

MAIN DUTIES AND RESPONSIBILITIES
Commercial Development:
- Deliver a business plan for the Playhouse's Trading Company which includes the café, bar, conference and events, Front of House sales and Costume Hire
- Maximize income generation and profit through these areas, ensuring that targets for the restaurant, bar and other areas can be met
- Play a key role in developing plans for relevant areas of the Capital Redevelopment o Work closely with the artistic team to develop a vibrant Front of House programme
- Implement innovative ideas to generate income
- Develop key performance indicators of these key areas and monitor process against agreed targets

Visitor Experience:
- Lead in developing a customer focused experience for all visitors to the Playhouse, and in striving to provide access for all o Sustain high standards of customer service across all frontline and public facing teams
- Develop a customer feedback system to support improvements to service, and communicate these changes across the organization

Operational Management:
- Work with the head of housekeeping to ensure the security of the buildings is maintained and properly monitored
- Be actively involved in the Green agenda, Health and Safety Issues, major incident planning as required
- Work with the Theatre Manager to maintain high standards of customer safety

Departmental and Senior Manager Responsibilities:
- Liaise with all appropriate internal teams to ensure the smooth running of all events within the Front of House area of the Theatre
- Line manage the Commercial Operations division, ensuring consistent and high standards are maintained at all times
- Attend Senior Manager and Head of Department meetings and make a full and appropriate contribution
- Provide reports to the Playhouse Board, and the Trading Company's Enterprise Committee
- Manage all department budgets appropriately working with the Finance Department to develop appropriate processes, targets and review mechanisms
- Lead and chair regular departmental meetings
- Undertake well planned and meaningful performance meetings with each report on a regular basis, and instill this ethos across the department

GENERAL RESPONSIBILITIES
- Adhere to and implement the guidelines, procedures and policies of the company as detailed in the staff policies (available from the staff intranet).
- Play a role in the life of the company and work across departments to develop a positive and engaged organisational culture
- Work with Creative Engagement to open up the theatre to a wider range of people including people engaged in learning.
- Be aware of, and comply with, rules and legislation pertaining to Health & Safety at work and abide by the procedures set out in the Health & Safety Policy.
- Undertake any other duties as reasonably required by the Executive Director.