Job Purpose:
The Operations Director is responsible for the strategic oversight, management and development of all operational functions including commercial and visitor experience, technical and estates and information technology. They lead on trading areas of activity including food and beverage, facility hire and retail.
They will ensure Storyhouse is able to operate effectively as a business and offer all visitors a positive experience. To achieve maximum efficiency and effectiveness, they will drive operational business change and grow a successful profitable operation.
Responsibilities:
1. General duties:
1.1 Oversee operational activity for the organisation, covering general management of buildings and IT, technical and event management, customer service and outdoor event programmes.
1.2 Manage the operations teams including food & beverage, cinema, events, ticketing, security, technical, IT and facilities management.
1.3 Line manage relevant staff to ensure they fulfil their roles and responsibilities, including identifying skills and gaps within teams; coaching and mentoring; promoting development opportunities; and succession planning.
1.4 Translate strategic business plans into defined operational plans, implementing short and long term strategies to support the areas of activity within the scope of this role.
1.5 Establish a culture of continuous business improvement; setting high standards and driving the operations teams to hit and exceed set sales targets.
1.6 Oversee customer support processes to maintain consistent standards and enhance customer satisfaction.
1.7 Support the technical and estates team to deliver the highest standards of service and presentation for all events and productions at Storyhouse, ensuring the building and facilities remain fit for purpose and able to meet the needs of multiple users.
1.8 Agree and manage budgets with the Director of Finance & People and the Chief Executive, ensuring effectiveness, efficiency and value for money.
1.9 Act as a project leader, managing project plans, budgets, implementation and evaluation activity as required, including for Storyhouses summer season in Grosvenor Park.
1.10 Be our sustainability and H&S champion, working with Board sub-committees as required.
1.11 Act as project lead on any future capital projects.
1.12 Represent the Operations portfolio at Board, executive management and other meetings, providing reports and updates at required.
1.13 Represent and promote the organisation externally, participating in a range of local, regional and national events and networks.
2.General
2.1 To act in accordance with Storyhouses policies and procedures, and undertake any training as required by Storyhouse.
2.2 To act as a role model for other staff and contribute to the life of the organisation as a whole.
2.3 Any other duties as may be required as part of the Operations Director role.
Person Specification
Experience
A proven track record in operations and event management at a senior level, ideally within the arts, culture, entertainment, tourism or related sector
Experience in management of F&B, facilities and IT functions within a public-facing setting
Leadership and management experience, with the ability to develop and motivate a team
Experience of developing and delivering plans to grow sales and profit margins
Experience of managing budgets, achieving desired outcomes within limited resources
Experience of working on capital projects
Skills
Ability to develop and implement high standards of customer service across a complex set of events, activities and stakeholders
Familiar with H&S including food safety regulations, with experience of successful implementation of systems and procedures
Able to develop and implement longer term strategies and plans whilst delivering a consistent operation
Excellent planning and project management skills, with the ability to prioritise and meet deadlines
Excellent written and verbal communication skills, with experience of stakeholder management
Able to negotiate and manage third party contracts to achieve best value
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