customer experience manager jobs

Draughts is a trailblazer in experiential hospitality, redefining board games for a modern audience. Our mission is to entertain our customers with amazing food and drink whilst providing a healthy balance between the analogue and digital world. We do this by creating welcoming spaces that encourage people to be present and connect with each other, playing any of the 1000 unique board games on our shelves.

Our venues are uniquely designed to provide the perfect intimate atmosphere to enjoy our great service, food and drinks and games experience.

Purpose

As an AGM at Draughts, you are a key leader in ensuring the venue operates to the highest standards every day. You take ownership of the guest experience, lead the team with clarity and purpose, and support the General Manager in delivering strong results across service, standards, and team performance. You adapt confidently to the needs of the business and set an example through your professional approach, attention to detail, and commitment to creating a welcoming environment for guests and staff alike.

What You Will Do

You will lead by example. Whether briefing the team before service, jumping in to support during a busy wave, or responding to a guest issue with calm and confidence, you are a steady hand and a motivating presence. You will help train new starters, share feedback with the General Manager, and build trust across the team by being fair, clear and always approachable.

You will keep a close eye on the detail. That means making sure food and drink go out right, lights and music set the right tone, and the venue looks and feels welcoming from open to close. You will stay on top of stock use, manage labour, and address anything that could affect service or safety. This includes maintenance issues, incidents and near misses.

You will also be accountable for delivering tasks and projects set by the management team and for identifying improvements to ways of working. You understand the fast-moving nature of the business and approach challenges with a solutions-focused mindset. You stay calm under pressure, adapt priorities as needed, and support the wider management team in achieving operational and commercial goals.

What We Are Looking For

You have experience leading teams and are a natural leader who others look to for support and direction. You are approachable, engaged and steady on shift, no matter how busy it gets. You believe the people story is key to a great business and you lead with care rather than ego. You are proactive, commercially aware and take pride in the detail. Whether juggling multiple tasks or guiding your team through a challenge, you stay calm, think ahead and communicate clearly. You are motivated to grow, always learning better ways to operate, and you know how to lift a room without losing focus. You bring warmth, consistency and a mindset of “what can I do to help” every single day.

What you get
At Draughts, you are part of a team that values creativity, curiosity and connection. We are a growing brand with big ideas, and you will have the chance to shape how we evolve. You will be supported in your development, encouraged to bring ideas to the table, and surrounded by people who care about what they do. We work hard, we learn together and we have a lot of fun doing it. And yes, there are always games. Lots of games.

Job Types: Full-time, Permanent

Pay: £40,000.00 per year

Benefits:

• Company pension
• Discounted or free food
• Employee discount

Experience:

• Assistant manager: 1 year (required)

Work Location: In person