Job Summary
The Head of Commercial Operations works closely with the Executive Director and Senior Management Team to maximise income through a variety of commercial trading streams and ensure the Citizens Theatre is delivering an excellent experience for the theatre’s customers.

Job Description


Following a six-year closure for a major redevelopment of the building, we intend to reopen the Citizens Theatre to the public in August 2025. The transformed building and facilities will present new opportunities for artistic, participation and commercial activities, including…

Job Summary

The Head of Commercial Operations works closely with the Executive Director and Senior Management Team to maximise income through a variety of commercial trading streams and ensure the Citizens Theatre is delivering an excellent experience for the theatre’s customers.

Job Description

Following a six-year closure for a major redevelopment of the building, we intend to reopen the Citizens Theatre to the public in August 2025. The transformed building and facilities will present new opportunities for artistic, participation and commercial activities, including a new bar/caf .

The Head of Commercial Operations will work with the Technical & Building Director to establish the Building Operating Plan, and create the policies, procedures and training necessary to ensure the safety of staff, audience and visitors and compliance with statutory responsibilities. You will establish our new Welcome Team, directly line managing the FOH Manager and Bar & Events Manager and supporting the recruitment and training of all Front of House staff. The role will lead the proactive development of a new events and hospitality business, and work with colleagues to integrate this into the operational activities of the theatre.

This is an exciting opportunity to join the team ahead of the reopening to establish the systems, processes, policies, recruitment and training necessary to ensure an exceptional welcome to our visitors when we reopen our doors in the summer.

Job Requirements

• Previous experience of managing a busy, high-capacity venue and leading operational teams to deliver an excellent service

• Significant commercial experience, acumen and drive; with a track record of driving growth and increasing profitability in a commercial environment with multiple revenue streams

• Experience of venue hire and event management

• Experience of leading food and beverage operations, and familiarity with financial management and reporting within a hospitality business

• Proven people and communication skills, and an ability to negotiate confidently with suppliers and other commercial partners to deliver high-level returns
• Collaborative, with a track record in leading, managing and motivating large teams
• Excellent knowledge of Licensing legislation, Health & Safety legislation and statutory duties related to premises management

Job Responsibilities

• With the Executive Director, develop and implement a commercial strategy that maximises the commercial potential of the Citizens Theatre property and assets, and secures profitable earned income from trading activities

• With the Executive Director, Head of Marketing and other relevant staff, develop an audience strategy that ensures the Citizens Theatre is delivering an excellent visitor experience

• Contribute to the design of foyer spaces to ensure they are inviting areas to encourage an increased dwell time and optimise secondary spend opportunities

• Lead the creation and delivery of the unique Citizens Theatre Welcome, which communicates the theatre’s story and welcomes patrons and guests to our building

• Oversee the delivery of a professional and welcoming front of house, which reflects our Glasgow community, excels in customer service and is responsive to all aspects of the building’s activity, working with the Front of House Manager