Customer Experience Lead

1 week ago

East Melbourne, Australia Melbourne Cricket Club Full time

Customer Experience Lead :
East Melbourne VIC, Australia

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Customer Experience Lead

  • Are you passionate about shaping exceptional customer experiences?
  • Do you thrive in cultivating a culture of service excellence?
  • Committed to leading and delivering exceptional customercentric practices and programs
  • Join us in shaping memorable customer experiences at the 'G


The Melbourne Cricket Club (MCC) has the public responsibility of managing one of the largest and the most successful stadiums in Australia and the world - the Melbourne Cricket Ground (MCG).

The MCG is more than just a stadium, it's an Australian icon and a meeting place for generations past, present and future.

The MCG is host to more than 70 major events and attracts over four million visitors annually.

The MCC is the largest sporting club in the country with over 150,000 members, approximately 200,000 on the waiting list and also manages 13 sporting sections with participation over 2,600.

The Australian Sports Museum (ASM) has its home at the MCG, celebrating Australia's rich sporting history, which is also managed by the MCC.


The Venue & Event Services department is responsible for the planning and delivery of all major events staged at the MCG, and employs approximately 1000 event staff.

This team is critical to efficient and effective event delivery and the ultimate success of events at the MCG.

The event operations team is responsible for liaising with hirers and the delivery of their requirements for major events at the MCG including AFL football, domestic / international cricket, rugby league, soccer, concerts and other events.

A fantastic new permanent opportunity has become available in this team for a dedicated Customer Experience Lead.

This role reports to the General Manager - Venue and Event Services and the primary goal is to ensure the MCC sets the benchmark for customer service excellence.

The role's focus is on enhancing the end-to-end customer journey across all touchpoints, ensuring a positive experience for all visitors, both on event and non-event days.

Leveraging customer insights, the role is pivotal in driving continuous improvement and elevating the overall MCG visit experience.

The key responsibilities of the role are:

  • End to end responsibility for creating a customer centric culture whereby we deliver a first class experience to all staff, visitors and key stakeholders
  • Focus on building customer service capability across the whole club, which contributes to an engaged and high performing workforce that consistently delivers an exceptional experience.
  • Review all touchpoints of the customer experience using insights and data and create an action plan to improve our ratings and experience
  • Benchmark our current customer service processes and practices against those externally and provide recommendations on improvements
  • Strive for a high level of customer service, delivering on agreed annual service targets, and celebrating successes, engaging event casuals will be key to the success of this.
  • Actively manage the annual customer service budget, ensuring budgets are met and delivered on
  • Responsibility for the allocation and management of complaints for issues specific to the Venue & Event Services department
  • This role will have remit for the leadership and delivery on annual CARE Customer Service Action Plans, across all elements including recruitment and selection, reward and recognition, training and induction and leadership and culture, supported by Learning & Development Specialist and GM Venue and Event Services.
  • Collaborate and engage with all team members within the Venue and Event Services team, focusing on the end to end customer experience and engaging them with your thoughts and ideas.
  • Influence and address key customer pain points. Be strong and relentless in pursuit of removal of obstacles to address customer issues.
  • Promote and generate interest and understanding of the importance of accessibility and inclusive match day and nonmatch day practices and lead through positive change.
  • Work with the People & Culture team on the recruitment and training of all CARE related programs and provide support and input as required

Experience and Qualifications:

  • Previous industry experience working in a Customer Experience role (minimum 5 years) where you have been involved in the planning, delivery and execution of various customer service programs and managed the end to end process whilst maintaining a high level of customer satisfaction
  • Previous experience in working with, influencing and driving engagement in large casual workforce
  • A strong understanding of accessibility and inclusion with a natural advocacy and alignment with both
  • Project management capability with the ability to report on progress and milestones

Capabilities and Skills:

  • Ability to build trusting and respectful relationships at all levels across the business
  • Pro

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