Customer Services Manager

PERMANENT POSITION
CUSTOMER SERVICES MANAGER
Joburg City Theatres (JCT), an entity of the City of Johannesburg that stimulates and operates
Joburg Theatre, Roodepoort Theatre, and Soweto Theatre to provide integrated theatre
management, is seeking a highly skilled, strategic, customer-focused and results-driven
Customer Services Manager to join the Roodepoort Theatre team.
DEPARTMENT : Customer Services
DESIGNATION : Customer Services Manager
LOCATION : Roodepoort Theatre
REMUNERATION : R52 144.69 (Basic Salary, excluding benefits)
VACANCY REFERENCE : Ref No: CSM/RT/09/2026
MINIMUM REQUIREMENTS
• Grade 12 (NQF Level 4).
• Diploma or Bachelor’s Degree in Business Management, Marketing, Public
Management, Hospitality Management, Customer Service Management,
Communications or related discipline (NQF Level 7).
• Minimum of 5 years' relevant experience in customer service, customer experience,
hospitality, front-of-house, events or a related service environment, of which at least 3
years must have been at a management or supervisory level.
• Proven experience in managing customer service operations within a high-volume,
public-facing environment.
• Experience in developing and implementing customer service standards, procedures
and service improvement initiatives.
• Proven experience in managing and developing customer-facing teams
• Knowledge and understanding of customer experience principles, service delivery
standards and complaint management.
• Knowledge of the theatre, entertainment, hospitality, arts and culture environment will
be an added advantage.
• Experience in a theatre, performing arts, entertainment, hospitality or events
environment will be an advantage.
PRIMARY FUNCTION
Responsible for ensuring an exceptional end-to-end experience for patrons, visitors, clients and
other stakeholders. The incumbent will drive customer-service excellence, manage escalated
complaints, establish service standards, lead the Customer Services team and implement
initiatives aimed at improving customer satisfaction and the overall patron experience.
This is a key customer-facing management position that requires an individual who can provide
strong leadership while operating effectively in a fast-paced performing-arts and entertainment
environment.
KEY PERFORMANCE AREAS:
• Develop and implement a customer experience strategy for Roodepoort Theatre.
• Establish and monitor customer-service standards across the Theatre.
• Manage customer enquiries, complaints, compliments and escalated service issues.
• Act as the escalation point for complex customer matters.
• Monitor the end-to-end patron journey and identify areas for improvement.
• Work closely with Front of House, Box Office, Marketing, Hospitality, Technical,
Security and other departments to ensure seamless customer service.
• Ensure professional service to patrons, VIPs, clients and special guests.
• Monitor customer satisfaction and analyse customer feedback.
• Develop and monitor customer-service KPIs.
• Prepare customer-service reports for management.
• Lead, coach and develop the Customer Services team.
• Drive continuous improvement and service excellence initiatives.
• Develop and review customer-service policies, procedures and SOPs.
• Manage customer-service projects and improvement programmes.
• Ensure appropriate arrangements for persons with disabilities and other customers
requiring special assistance.
• Support the successful delivery of major productions, events and performances from
a customer-experience perspective.
• Maintain effective relationships with internal and external stakeholders.
• Ensure that each performance is fully staffed with casual foyer employees; ensure that
they are allocated where needed, that all staff members are presentable, on time at
their positions and friendly at all times.
• Administer all time sheets of staff members for submission to the General Manager
timeously.
• Ensure that FOH reports are completed and submitted to the General Manager;
• Ensure that the Theatre’s facilities and the building are well maintained, prepared and
available as required.
• Maintain high standards of cleanliness and tidiness throughout all front of House Areas
• Coordinate the emergency evacuation procedure in the event of an emergency prior
to, during or after a performance.
LEADING COMPETENCIES
• Customer Centricity
• Customer Experience Management
• Stakeholder Engagement
• Complaint and Conflict Management
• Excellent verbal and written communication
• Negotiation and influencing
• Problem solving
• Report writing
• Teamwork
• Ability to work under pressure
CORE COMPETENCIES
• Strategic Customer Focus
• People Leadership
• Stakeholder Leadership
• Decision-Making
• Problem Solving
• Performance Management
• Innovation
• Conflict Management.
Interested applicants are requested to send their cover letter, detailed CV, recently certified copies
of their qualifications and the Identity documents not longer than three months, quoting the
relevant reference number, Calvin Mazanga to email address mentioned below:
Email Address: [email protected]
ENQUIRIES:
Contact Person : Calvin Mazanga
Tel no. : 011 410 9477
Publication date : 10 SEPTEMBER 2026
CLOSING DATE : 01 OCTOBER 2026
NOTE:
• JCT offers a market-related salary based on qualifications and experience.
• JCT is an equal opportunity employer. Preference will be given to candidates who will
promote representativity in line with JCT's Employment Equity targets.
• By submitting your application for a position at Joburg City Theatres, you are consenting
that the personal information submitted as part of your application may be used for the
purposes of the recruitment and selection and related process. In terms of the Recruitment
and Selection Policy of Joburg City Theatres, you hereby consent to the following risk
checks should your application be shortlisted:
? Qualification verification
? Criminal background check
? Employment history verification
? Identity Validation
• Foreign qualifications must be evaluated by SAQA, and the evaluation results must be
attached to the application.
• If you do not hear from us within 30 days of the closing date, please consider your
application unsuccessful. JCT reserves the right not to make an appointment or to re-
advertise the position.