Royal Albert Hall: Opening doors for all

James Ainscough OBE leverages Royal Albert Hall's vision—“To be the home of breathtaking moments and lasting memories, for everyone. Together, we create the amazing”—as a guiding principle for motivating his team and creating exceptional guest experiences. Through fostering a culture of empowerment, clarity, and collaboration that aligns every team member with the organization's purpose, it helps open doors for all.

James aims to ensure that every staff member clearly understands how their role contributes directly to the larger goals of the Royal Albert Hall, building a sense of ownership and empowerment that drives performance.

“Every member of staff not only needs to understand their job, but also how their job delivers on our mission,” he says.

A key approach James employs is linking day-to-day activities to the strategic objective of delivering breathtaking moments and lasting memories. He ensures that every employee, from senior managers to frontline stewards, knows that their work directly impacts the experience of audiences and artists alike. For instance, he emphasizes how even the warmth of the initial greetings by stewards can influence a guest’s perception and enjoyment of an event. This kind of clarity helps align individual contributions to the broader mission, fostering a culture of purpose.

James also aims to cultivate an environment where mistakes are learning opportunities. He believes strongly that “Mistakes need to be addressed, but there's no kind of punishment for giving it your best shot.” This approach empowers his staff and encourages innovation. Such an environment builds both confidence and loyalty, which are critical to sustained performance.

How purpose drives business vision

His leadership is characterized by a balance between decisiveness and collaboration, ensuring that all employees are not only informed but also actively engaged in shaping the organization's direction. By involving the team in decision-making processes, James ensures alignment with the strategic vision and builds deeper commitment.

As CEO, James places significant emphasis on morale, recognizing that a motivated workforce is crucial for long term success. His passion for the Royal Albert Hall’s mission is contagious, setting a tone that energizes his team and reinforces their commitment to delivering world-class experiences: “If you have enthusiasm, it is infectious and will drench the organization”.

A thriving culture is crucial for motivating employees to work together to reach the business vision. Embedding purpose throughout the business and connecting it to employees’ roles helps empower teams and cultivate passion, which are critical factors for an organization’s success and resilience.

You can listen to the full interview with James on our Pivot Points podcast here. Tune in to hear how he's navigated the fascinating pivotal moments that come from both his journey, and that of the hall itself.