Senior Operations and Guest Experience Manager FTC
Our client is where extraordinary events and careers come to life. Located on Liverpool's iconic waterfront, their connected campus brings together award winning venues, on-site hotels, Ticket Quarter ticketing agency and a team of talented professionals who are passionate about creating unforgettable experiences.
Home to a convention centre, 11,000-capacity arena and multi-hall exhibition centre, they deliver world class conferences, exhibitions, concerts, cultural events and corporate gatherings.
Company Benefits
Our client's people are their greatest asset. They take pride in creating a supportive workforce with a range of benefits available to their colleagues, including:
- An enhanced holiday scheme which increases with length of service.
- An excellent pension scheme is available.
- Access to a premium health care policy, which includes an employee assistant line, contributions towards a wide range of medical costs, such as dental and optical and staff discounts.
- Enhanced maternity, paternity and adoption leave schemes.
- Free onsite parking right in the heart of the city centre.
- Cycle to Work scheme.
- Employee Reward Platform.
- A dedicated wellbeing strategy to support staff when at work.
- 25 Qualified Mental Health First Aiders on site.
At our client, you'll be part of a team that is dedicated to making a real difference. Some of their key achievements and ongoing initiatives include:
- Disability Confident Employer.
- Sunflower Friendly Business.
- Member of the Fair Employment Charter.
- Real Living Wage employer.
- Social value impact plan - last year they contributed over £6.4m.
- Green Meeting's Gold Standard.
- Sustainability Strategy.
- Positively influencing biodiversity - they have 3 on-site beehives.
- Accessibility Strategy.
- AccessAble Guide.
About the Role
They are looking for a highly organised, commercially aware and people-focused Senior Operations and Guest Experience Manager to join their Operations and Venue Management team on a job-share basis, working two days per week. This is a flexible role where working days will vary in line with event schedules and business demands. They are therefore looking for someone who can offer a degree of flexibility and adaptability to support the needs of a dynamic event environment.
Key Responsibilities
- Lead and support the Operations Support, Guest Experience and Hospitality FOH teams.
- Oversee event resource planning and coordination across security, stewarding, cleaning, hospitality and venue logistics services.
- Manage customer feedback and complaint processes, ensuring excellent service recovery and continuous improvement.
- Drive the ongoing development of guest experience standards across the campus.
- Support the delivery of hospitality offerings, VIP experiences and revenue-generating services.
- Monitor operational performance, analyse data and produce management reports.
- Manage contractor and supplier relationships, ensuring service standards and contractual obligations are achieved.
- Contribute to budget management, financial control and commercial performance.
- Support the planning and delivery of high-profile events and operational projects.
- Promote a culture of collaboration, accountability, innovation and exceptional customer service.
About You
- Significant experience in an operational, venue management, hospitality or event management environment.
- Experience leading and developing teams.
- Strong stakeholder management and communication skills.
- Experience of managing service providers, contractors or outsourced services.
- Strong commercial awareness and budget management experience.
- The ability to balance operational priorities whilst maintaining exceptional customer service standards.
- A proactive, solutions-focused approach with excellent attention to detail.
Please note, they may close this vacancy before the stated closing date if they receive sufficient applications for the position.
Contract: 12 Month Fixed Term
Hours: 15 hours
Closing Date: 20 November 2026
Interview Date: W/C 30 November 2026
Values
Our client's values shape every moment of how they work together. One Big Team means they collaborate, support each other and celebrate shared success. Take The Initiative empowers their people to be proactive and confident in making things happen. All Welcome reflects their commitment to inclusion, ensuring every colleague and visitor feels respected and valued. And with Every Moment Matters, they focus on delivering exceptional experiences - for their city and each other.
Equality, Diversity & Inclusion
They believe their strength lies in the diversity of their people. Our client is proud to champion equality, inclusion and belonging, creating an environment where every individual feels respected, valued and is encouraged to be themselves.
They strongly encourage and welcome applications from suitably qualified candidates from individuals of all backgrounds and identities regardless of age, disability, gender reassignment, marriage or civil partnership status, race, religion or belief, sex or sexual orientation.
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