Customer Experience Manager, Abba Voyage

The role combines leadership, operational oversight and specialist responsibilities. Customer Experience Managers develop and guide Visitor Operations teams, ensuring every visitor receives outstanding service at every show without compromise.

During show hours they work across both Front of House and the Control Room, operating as Arena Duty Manager to oversee live arena operations and as Control Room Duty Manager to manage critical systems including the fire panel and CCTV, responding to incidents to ensure audience safety, compliance and seamless service.

Outside of show hours they undertake administrative duties and lead a specialist workstream - Roster & Complaints, Training & Standards or Audience & Auditorium - while upholding responsibility for safety, security and exceptional customer service across all areas of their role.

As Bronze Commander they lead front of house and audience safety operations during any crisis, maintaining calm and clear communication with the onsite Silver Commander and supporting the Security Operations Manager with performance, incident management and team development.

Working on a rotational schedule, Customer Experience Managers cover core show evenings (Wednesday to Sunday), support contracted Control Room teams and balance operational and administrative responsibilities to ensure consistent coverage across live operations and planning. As the role is aligned with show delivery, the majority of work will be undertaken during evenings and weekends.