Job Advert
Manager, Audience Experience and Growth
Deadline for applications: 5pm Monday 24th March 2025
Reports to: Head of Audience Experience and Operations
Location: The Glasshouse International Centre for Music
Department: Operations
Working hours: 36 hours per week
Salary: SCP 40 - £40,397
About The Glasshouse International Centre for Music
We are an international music center based on the banks of the River Tyne. We are a unique venue where artists from across the
world perform and audiences from a wide range of backgrounds come to hear, make, and enjoy all types of music.
We support local people to be creative, to develop a passion for music and put music at the heart of communities. Our artist
development programme provides local artists with the opportunities they need to develop a career in music. We support young
people to make music in our building and in the wider community through programmes such as In Harmony Newcastle Gateshead.
We believe our work makes life better for people in the North East. We’re building a creative, diverse, and passionate team and
that’s where you come in.
About you
Are you self-motivated, happy working in a team environment and flexible enough to adapt to a changing environment? If this sounds
like you, read on to find out how you can hit the ground running.
About the role of Manager, Audience Experience & Growth.
This key managerial role will focus on developing the audience experience, ensuring positive and engaging encounters for all our
visitors. This role will serve as a vital bridge between multiple departments, ensuring that audience experience is at the heart
of all operational, marketing, and business development efforts. A central responsibility will be to create a programme of
auxiliary events/activities to support our main concert offers and drive new revenue opportunities. The role also serves as Deputy
to the Head of Audience Experience and Operations and will support the front of house and duty management responsibilities.
Your responsibilities:
Audience Experience & Engagement
* Implement strategies to enhance the audience experience before, during, and after events, ensuring exceptional customer
satisfaction
* Support the logistical planning and execution of conferences, live performances and events, ensuring smooth operations from
planning and setup to breakdown, including resource setup, staffing, crowd management and public and staff safety
* Provide support for broader programming related to Front of House (FOH) and operational queries, becoming a key point of
contact for colleagues seeking guidance on the functioning of the building.
* Lead on addressing and resolving customer inquiries and complaints promptly, fostering a positive atmosphere and strong
relationships with customers and the marketing department
* Create a space that meets our equality, diversity and inclusion goals, taking care of bespoke requirements and thinking about
proactive solutions.
Cross-Departmental Collaboration:
* Act as a central point of contact between the following teams on audience experience initiatives:
1. General Manager – Food & Beverage
2. Conference & Events Team
3. Building Services Manager – Building Services Team
4. Fundraising – supporters, stakeholders and corporate partners
5. Box Office Management
6. Operations Coordinator
7. Make Music Team
8. Technical Team
9. Security Team
10. Housekeeping Team
11. Artistic Programmers
12. External contractors and service providers
* In coordination with other staff, map out an annual plan of audience experience activities (e.g. tours, pre- and post- concert
events, VIP, etc) across all departments
* Support other departments in the delivery of their events (e.g. fundraising, C&E)
* Work with operations teams to enhance venue layout, signage, and accessibility to improve audience flow and satisfaction.
* Collaborate with digital teams to integrate technology solutions that enhance the audience journey, such as mobile ticketing,
cashless payment options, and digital wayfinding.
Revenue Growth & Commercial Opportunities
* Create and deliver a broad variety of special pre- and post- concert events, including, but not limited to VIP experiences,
tours, corporate partner / member events, and special events
* Identify and drive opportunities for upselling and cross-selling, such as pre-show dining packages, merchandise bundling, and
priority ticketing options
* Oversee the retail function of the organisation, working closely with the Managing Director of Glasshouse Enterprises
Operations
* Support the Health, Safety & Compliance Lead in fostering a culture of health and safety across the organization. This includes
developing and implementing training programs and rolling them out to the wider organisation to ensure consistent adherence to
health and safety standards.
* Support the daily operations of the building by effectively coordinating and directing the FoH teams and filling in as Deputy
for the Head of Audience Experience as required with line management responsibilities for the Duty Managers and Facilities
teams
* Have a full understanding of the Operational Duty Manager role and provide leadership and support Acting as a ‘key holder,’
responsible for opening the building as part of the daily team each morning.
It would be great if you had experience in:
* Creating and delivering a broad variety of events from inception through to review in line with programme brief and
organisation strategy.
* Leading a large audience/customer focused team.
* Implementing audience-focused initiatives that drive business growth and enhance customer satisfaction
* Initiating a close working partnership with other commercial departments, including retail and F&B
* Creating a culture of health and safety, ensuring teams are aware of their health and safety responsibilities and are motivated
to assess risk and work safely.
* Strong decision-making and problem solving.
* Leading large-scale projects through to completion.
* Monitoring, investigating and reporting upon safety incidents, monitoring trends and making and delivering proactive
recommendations for change.
* Developing others to deliver an amazing audience experience.
* Safeguarding in a busy multi-faceted environment.
Skills and knowledge of:
* Leadership, motivating a team, and managing performance to create a highly successful team
* Event management
* Strong understanding of revenue optimization strategies within the live entertainment, hospitality, or events industry
* Highly motivated, with a positive attitude to lead and influence others
* Excellent communicator with coaching and training skills
* Project Management
* Living the organisational values with each decision and interaction
* Knowledge of our poverty proofing goals as well as our equality, diversity and inclusion initiatives and goals
* Exceptional organisation and administrative skills and ability to multitask many complex projects to deadline
* Excellent computer skills and knowledge of Microsoft Programmes
It also helps if you have:
* Experience delivering in a music or performance venue
* Working within a charity
* A passion for live music
* Health and Safety IOSH
* Designated Safeguarding Officer Training
But don’t worry if you’re not a perfect match for the job description and criteria, we’d love you to apply anyway. We are more
interested in your determination, positivity, and willingness to get stuck in.
Our commitment to your development
At The Glasshouse, we’re always learning. And we know that when it comes to training, everyone is different. So, you’ll work
closely with your manager to identify what your training journey will look like. If you have a specific interest or you would like
to develop your skills in a certain area, we want to hear about it.
This may be through gaining a qualification, on-the-job training or learning within your team, but whatever path you take, through
training and support, we’ll help you develop the skills and knowledge you need to thrive in your role.
Diversity, Equality, and Inclusion
At The Glasshouse, we encourage a working environment that’s welcoming, inclusive, and diverse. Different backgrounds, views and
experiences are valued so everyone can be themselves.
Our venue and programmes are for everyone, so we want to make sure this opportunity is available to everyone, no matter your
background or the challenges you’ve faced.
For example, we would love to hear from you if you:
* Are D/deaf. Have a disability, learning difficulty or significant long -term health condition which affects your daily life
* Describe yourself as neurodiverse (this might include dyslexia, dyspraxia, dyscalculia, ADHD, autistic spectrum, and others)
* Grew up in a family receiving Universal Credit or state benefits
* Have ever lived in council or social housing or been on the housing register
* Have ever lived in sheltered accommodation or experienced homelessness
* Experienced being in care at any point in your life
* Have been a refugee or asylum seeker
* Are from the African, South, East and South–East Asian, Middle East, Latinx or North African diaspora, or have experienced
racism
* These are some common examples of challenging circumstances but there may be others. Everyone is welcome to apply.
* We do not discriminate because of race, colour, religion, gender or gender identity, sexual orientation or expression, age,
disability or any other protected characteristic as outlined in the Equality Act 2010.
Safeguarding children, young people and adults at risk
We are committed to safeguarding and promoting the welfare of children, young people and adults at risk and expect all of those
that work with us to share this commitment. We operate a robust safeguarding framework and continuous assessment and development
to support safer working practice across out workforce. Our roles are subject to a safer recruitment process which includes
relevant background checks and the disclosure of criminal records, sanctions, and investigations where appropriate.
Right to Work
We welcome applications from candidates already eligible to work in the UK or those that can apply for a visa granting permission
to work in the UK (e.g. dependent visas, ancestry etc.) that do not require sponsorship. You will be asked to share proof of this
prior to receiving any offer of employment.
Our application process
Closing date for applications: 5pm 24th March 2025
Interview date: Thursday 27th March 2025
We understand that interviews can be a nerve-racking experience. We want you to feel comfortable so you can be yourself and shine,
so if you have any questions about the role or the application process, please contact Isabella, People Coordinator
at recruitment@theglasshouseicm.org [recruitment@theglasshouseicm.org]