Customer Relations Team Lead

What is the job? 
At Regal, we're committed to creating exceptional experiences for every guest, both in our theatres and through our customer support channels. As a Customer Experience Supervisor, you will help lead the day-to-day operations of our Customer Experience team, providing coaching, guidance, and support to ensure guest inquiries and concerns are resolved efficiently and professionally.

In this role, you'll handle complex customer escalations, analyze service trends and performance metrics, and partner with theatre leadership and corporate teams to improve processes and enhance the guest experience. The ideal candidate is a customer-focused leader who excels at problem-solving, developing team members, and driving service excellence across the organization.

What will you be doing?  

Provide leadership, guidance, training, and escalation support to Customer Experience team members, ensuring guest and theatre inquiries are resolved accurately, professionally, and within established service levels.

• Investigate and resolve complex customer complaints, fraud issues, and service concerns, partnering with General Managers and key internal stakeholders to determine appropriate resolutions.
• Analyze customer service data, monitor team productivity, track service metrics, and generate reports and dashboards to identify trends, opportunities, and areas for improvement.
• Collaborate with Operations, IT, Marketing, HR, and field leadership to address issues impacting guests, theatres, Regal Crown Club, Unlimited, the website, and mobile app.
• Recommend, develop, and support process improvements, operational enhancements, and training initiatives that improve service quality, team efficiency, and the overall guest experience.
• Maintain expertise in Regal policies, programs, products, and services while providing after-hours support and assisting management with team assignments, reporting, and special projects as needed.

 About you 

• 1+ year of experience in customer service, team leadership, customer relations, or a related field; degree in Business, Marketing, Management, or equivalent experience preferred.
• Strong leadership, communication, and relationship-building skills with the ability to coach team members and deliver exceptional customer service.
• Calm, professional, and solutions-oriented when handling escalations, conflicts, and high-pressure situations.
• Highly organized with strong attention to detail, time management skills, and proficiency in Microsoft Office and other business systems.
• Customer-focused and goal-driven with a positive attitude, a passion for hospitality, and a commitment to supporting both theatre operations and guest satisfaction.
• You will be a great fit, if our values resonate with you: We Create, We Perform, We Inspire. Read more about them here - About us 
   

About Regal 

Regal Cinemas – where movie magic meets unforgettable experiences! 

At Regal Cinemas, part of Regal Cineworld, each day is a celebration of everything film and entertainment. From the first popcorn crunch to the closing credits, we’re all about creating moments that spark joy, laughter, and a little bit of movie magic. 

With over 7,600 screens across 625 locations in 9 countries, including Cineworld, Picturehouse, Cinema City, Yes Planet, and Regal Cinemas right here in the US - we bring the joy of movies to millions. 

Based out of our buzzing Theatre Support Office in Knoxville, Tennessee, we offer a variety of roles with a mix of hybrid, field-based, or remote working options, depending on the role.  

What really makes Regal shine? Our people. We’re passionate about supporting your growth and helping you carve out your dream career within the Regal Cineworld family. Fancy joining us on this epic film adventure? Dive into the Regal stories and see what life’s like behind the scenes of the big screen!   

Read more about the Regal culture here – Regal Careers 

 Our Benefits  

• Discretionary annual bonus 
• Free movie passes and discounted concessions at any Regal location 
• Paid vacation time and sick leave to support a healthy work-life balance 
• Eligibility to participate in our 401(k) retirement plan with company match after age 21
• Summer half-day Fridays during the summer season 
• Medical and prescription coverage, with company contributions toward the cost 
• Company-paid life insurance and disability insurance at no cost to employees 
• Dental, vision, and supplemental life insurance options available for employees and their dependents 
• Additional coverage options including accident, critical illness, and hospital indemnity insurance 

 Inclusion & Belonging 

At Regal Cineworld, we believe our strength comes from the diversity of our people. We are committed to fostering a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work. Our commitment to inclusion and belonging embraces all aspects of identity, including gender, ethnicity, age, disability, sexual orientation, religion, and background. 

We take pride in creating an environment where differences are celebrated and everyone has equal opportunities to succeed. Our hiring process is designed to be fair and accessible, welcoming applicants from all backgrounds. If you need any accommodations during the hiring process or in the workplace to support your needs, please contact the Talent team. 

 If you have any questions about this role or working at Regal Cineworld Group, please contact careers@regalcineworld.com. We may close this vacancy early if we receive a high volume of applications, so we encourage you to apply as soon as possible