Customer Services Manager

Joburg City Theatres, the entity responsible for managing and operating the Joburg Theatre, Roodepoort Theatre, and Soweto Theatre, is looking for a Customer Services Manager to join its Roodepoort Theatre team. This permanent, senior customer-facing role sits within the Customer Services department and is central to shaping how the theatre serves its patrons, visitors, clients, and stakeholders. The position calls for a strategic, customer-focused leader who can thrive in a fast-paced performing arts and entertainment environment. The successful candidate will take ownership of the entire patron experience, from the moment a guest arrives to the end of their visit, ensuring every interaction is professional, welcoming, and memorable.

Applicants must hold a Grade 12 certificate (NQF Level 4) as well as a diploma or bachelor’s degree at NQF Level 7 in a relevant discipline such as Business Management, Marketing, Public Management, Hospitality Management, Customer Service Management, Communications, or a related field. At least five years of experience in customer service, customer experience, hospitality, front-of-house, events, or a similar service environment is required, with no fewer than three of those years at a management or supervisory level. Proven experience managing customer service operations in a high-volume, public-facing setting is essential, along with a track record of developing customer service standards, implementing service improvement initiatives, and leading customer-facing teams. A solid understanding of customer experience principles, service delivery standards, and complaint management is also required. Knowledge of the theatre, entertainment, hospitality, arts, and culture environment will be considered an added advantage, as will prior experience working in a theatre, performing arts, entertainment, hospitality, or events setting.

The role carries wide-ranging responsibilities. The Customer Services Manager will develop and implement a customer experience strategy for Roodepoort Theatre, establish and monitor service standards, and manage enquiries, complaints, compliments, and escalated service issues. Acting as the escalation point for complex customer matters, the manager will also monitor the end-to-end patron journey, identifying areas for improvement and working closely with Front of House, Box Office, Marketing, Hospitality, Technical, Security, and other departments to ensure seamless service delivery. The position involves ensuring professional service to patrons, VIPs, clients, and special guests, as well as making appropriate arrangements for people with disabilities and those needing special assistance. Monitoring customer satisfaction, analysing feedback, developing and tracking customer service KPIs, and preparing reports for management are all key components of the role. The manager will also lead, coach, and develop the Customer Services team, drive continuous improvement initiatives, and review policies, procedures, and standard operating documents. Operational duties include ensuring every performance is fully staffed with casual foyer employees, checking that staff are presentable, punctual, and friendly, administering timesheets for submission to the General Manager, and completing front-of-house reports. The manager must also maintain high standards of cleanliness and tidiness throughout front-of-house areas, ensure the theatre building and facilities are well prepared, and coordinate emergency evacuation procedures before, during, or after performances. Supporting major productions, events, and performances from a customer experience perspective, and maintaining strong relationships with internal and external stakeholders, round out the role.

The ideal candidate will demonstrate strong leadership competencies including customer centricity, customer experience management, stakeholder engagement, complaint and conflict management, excellent verbal and written communication, negotiation and influencing skills, problem solving, report writing, teamwork, and the ability to work under pressure. Core competencies expected include strategic customer focus, people leadership, stakeholder leadership, decision-making, performance management, innovation, and conflict management. This position is an equal opportunity opportunity: Joburg City Theatres is committed to employment equity and preference will be given to applicants who support representativity in line with its targets. The role is an OSD-graded, market-related position, and applicants should note that shortlisted candidates will be subject to risk checks including qualification verification, criminal background check, employment history verification, and identity verification, with application submission indicating consent to these processes.