ABBA Voyage
Deputy Head of Visitor Operations
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ABOUT US
ABBA Voyage is a concert like no other, blending cutting-edge technology, spectacular lighting and some of the most beloved songs ever written. Since the custom-built arena opened in May 2022, the show has been astounding and delighting millions of visitors from across the world. But as we continue to build on the success of the London show and with rapidly expanding growth plans, the journey is only getting started.
We are looking for talented and passionate individuals to join our already world-class team. This is a rare opportunity to be part of something truly iconic and really make your mark. If you’d like to take your career to the next level, we’d love to hear from you!
See what audiences have been saying about the show here!
ROLE OVERVIEW
As Deputy Head of Visitor Operations, you will play a key leadership role in delivering a safe, seamless and memorable visitor experience at one of London’s most distinctive live entertainment venues. Sitting within the Visitor Operations leadership team, you will lead our customer service approach through the Customer Experience Managers and Visitor Operations Team Leaders, helping our teams deliver consistently exceptional service at every performance.
You will bring experience from a theatre, music venue, visitor attraction, leisure, hospitality or other busy public-facing environment, alongside a genuine passion for audiences and team development. With up to 3,000 visitors attending each show, you will work closely with the Head of Visitor Operations to ensure every guest feels safe, welcomed and looked after, while every team member is supported to deliver an “opening night” experience every time.
We are looking for an inclusive, visible and people-focused leader who thrives in a high-energy environment. You will role model the ABBA Voyage values, lead with confidence and care, and create the conditions for teams, partners and visitors to have the best possible experience. You will also help build capability across the organisation through training, coaching and clear operational standards, particularly in customer service, accessibility and crisis management and have the ability and confidence to liaise with Executive leadership teams.
KEY ROLES AND RESPONSIBILITIES
Please note that these points are only an outline of your main role and responsibilities and that there will be additional day to day duties expected of you to ensure the smooth and effective running of your department and the show.
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- Lead the ongoing development of our visitor experience strategy, using audience feedback, post-show survey data, online reviews and operational insight to identify improvements, shape training priorities and set clear goals for the team.
- Join the Silver Commander roster, acting as the Senior Manager on site during performances and taking the lead during emergency situations or serious customer incidents, while ensuring full understanding of and adherence to the Premises Licence.
- Act as a visible role model for the ABBA Voyage values, inspiring your teams to bring those values to life in every visitor interaction.
- Identify, develop and deliver engaging training and coaching for direct reports, wider visitor-facing teams and contractor partners.
- Ensure all departmental risk assessments are up to date and fit for purpose and any incident reports are completed, reviewed, and documented in a satisfactory way.
- Responsible for ensuring all Standard Operational Procedures, customer service plans and other guidelines are up to date, relevant and trained to.
- Oversee the smooth delivery of key operational routines, including uniform provision, rosters, signage refreshes, daily and weekly reporting, finance processes and the sharing of insight with other teams.
- Take the lead on delivering a roster and roster pattern for all levels of the Visitor Operations team that supports the needs of the business and team members.
- Work in partnership with the People team to upskill line managers to confidently deal with employment relationship issues or disciplinary matters.
- Have or develop an understanding of rostering software (Employment Hero) and Incident Management logging (currently Mobaro Park). Leading teams to deliver best practice in these systems.
- Work with the Box Office team to ensure visitor comments and complaints are investigated and responded to thoughtfully, promptly and accurately, with regular reviews to identify learning and improve future experiences.
- Support confident conflict resolution across the team, ensuring visitors feel heard and issues are handled professionally.
- Work alongside the Security Operations Manager to review security provision, complaints, ejections and incidents so that learning is captured and shared.
- Lead the team in all aspects of accessibility, working with colleagues across the organisation to strengthen our offer, define training needs and help make ABBA Arena industry leading in this area.
- Benchmark with other venues and visitor attractions, bringing fresh thinking into ABBA Voyage so our customer service, accessibility and team leadership remain best in sector.
- The post holder should expect the demands on this role to grow with new requirements from legislation changes and changes to operations, as such the post holder should be flexible in their approach to work and be able to manage change.
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ABOUT YOU
- You are an engaging, experienced and confident leader who is excited by the opportunity to shape a world-class visitor experience in a unique live entertainment environment.
- You enjoy training, mentoring and developing teams, creating an environment where people feel valued, supported and proud of what they achieve together.
- You will have extensive experience with Excel and other office products as well as an aptitude to learning computer-based systems.
- You will have a great project management approach to on-going work, ensuring the task lists are maintained for the department and ensure continued delivery of projects.
- You are a fantastic communicator who can inspire direct reports and wider front-facing teams to deliver exceptional service at every performance.
- You have a confident, personable and approachable style, and you thrive in a busy, high-profile environment where no two days feel the same.
- Knowledge and experience of best practice when working with anyone with access or additional requirements, with the confidence to embed Equity, Diversity, and Inclusion at the heart of all we do.
- You build strong relationships with people at all levels, bring a collaborative approach to stakeholder management, and have the confidence to resolve staff or customer service issues within agreed parameters.
- Experienced in emergency management, confident in your decision making and able to lead and coach on this subject.
- A strong understanding of health and safety in public-facing environments, experience of working with local authorities or safety groups would be beneficial
- You bring a proactive, solution-focused approach to problem-solving and are energised by continuous improvement.
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