Head of Department. Responsible for inspiring, leading and management of a team of 8 Managers and 65 customer service staff (including responsibility for all recruitment, scheduling, training and performance)Responsible for the operationally efficient and safe management of all public activities across the RSC’s Stratford venues.Budget responsibility for over £1million. Project management involvement in significant capital projects and the re-opening large Cultural Venues; Courtyard Theatre 2006, RST/Swan 2010, Swan Wing/TOP 2015.Devised and implemented Visitor Service and operational strategies around the re-opening of the RST/Swan Theatres. Continued delivery of an outstanding visitor experience. Customer satisfaction results showed 99% positive feedback.Implemented a change management programme, including a successful restructuring of the FOH team. This included significant union negotiation. Proven record of successful efficiency savings- £40k saving in one procedural review.Income generation through customer visits to the RSC Tower. Defined, developed and implemented industry changing use of tablets to access Tessitura, ticketing/CRM software by Duty Management team whilst on the floor. This work lead to a nomination for the Institute of Customer Service 2014 Customer Satisfaction awards. Developed and implemented an ongoing and successful apprenticeship scheme.

Devised and delivered all FOH operational policies and procedures for a new £112m cultural venue which opened in November 2005.Line Management of 100+ casual Visitor Service Assistants and 5 Duty Managers. Duty Management and recruitment and training of Duty Managers and all VSAs, ensuring all customer service staff consistently met and exceeded customer expectations.Development of financial procedures around all FOH sales activity; ice creams and merchandise. Creating rotas for all customer service staff, recording sickness and holiday, arranging cover for shifts and processing payroll. Issuing contracts, conducting Appraisals, planning and delivering training and producing agendas, minutes and presentations.

Event Management – managing events from initial enquiry through to management on the day, ensuring rooms were set up as required and liaising with internal departments and suppliers to ensure each event ran smoothly and all expectations were met and exceeded. Line Management of 100 + FOH & BOH stewards. Production of rotas and administration for all customer service staff.Assisting in staff recruitment, short listing, interviewing and training.Project Management; implementation of electronic building diary system, redesign of staff uniform and establishing a range of branded merchandise.