General Manager Customer Experience

The iconic WACA Ground is evolving into a vibrant 10,000 capacity sporting and community destination. While staying true to its elite cricketing roots, the Ground is opening its doors wider than ever—with multi-sport, cultural events, and year-round community access.

Soon, the WACA Ground will feature a brand new building housing WA Cricket’s headquarters, a buzzing café, a revitalised two-story museum, a multi-sport indoor centre, health and wellbeing facilities, water slides, pools, an auditorium, and a dynamic events centre. It’s set to be a hub for unforgettable experiences and we’re looking for a visionary **General Manager Customer Experience** to lead the charge.

In this exciting role, you’ll inspire and lead teams across food & beverage, facilities, museum, education, and events to deliver outstanding customer experiences. You’ll drive revenue growth, manage costs, and help transform the WACA Ground into a thriving, community focused destination.

**How you’ll make an impact**
- **Lead the development of strategic and operational customer engagement plans**to drive bold commercial growth through customer attraction, acquisition, and retention.
- ** Transform the WACA Ground into a go to culinary and events destination** by overseeing the strategic growth of café, functions, and food & beverage operations.
- ** Lead the team to deliver exceptional service**, hit key financial targets, and uphold the highest standards in safety, quality, and exceptional customer experience.
- ** Drive the growth of the Perth Scorchers Institute of Sport and Business**, expanding student offerings and unlocking greater commercial impact through strategic partnerships.
- ** Lead the strategic direction of the new WACA Ground Museum and Tours Program**, driving new visitors to the WACA Ground, building partnerships to support WA tourism and inspire the next generation.
- ** Use data-driven insights and market analysis** to enhance the end-to-end customer experience and drive continuous improvement in Net Promoter Score results.
- ** Champion community connection** by creating dynamic programs that bring people to the WACA Ground, boosting engagement and revenue through smarter all-year-round facility use.
- ** Lead seamless, secure, and efficient operations** by driving smart asset management, compliance, and facility optimisation to protect and elevate every aspect of the venue.
- ** Deliver unforgettable match days and major events** by leading seamless operations, boosting fan engagement, and driving strong financial and community outcomes in collaboration with all WA Cricket Departments.
- ** Set the strategic vision for WA Cricket events**, securing and executing large scale experiences that elevate the WACA Ground as a premier entertainment destination.
- ** Drive financial performance and sustainability** by leading smart budget planning, cost control, and revenue growth across all business areas.

**A great fit for this role looks like**
- Proven ability to drive business growth through strategic planning and commercial innovation
- Proven leadership experience in food and beverage, events, customer experience, or visitor/customer attraction management
- Background in education or sports administration (desirable)
- Strong commercial acumen with a track record of revenue growth
- Solid financial management skills and risk oversight
- Experience leading service focused teams and embedding operational excellence
- Strong strategic thinking and problem-solving abilities
- Strong communicator with a track record of building effective stakeholder relationships
- Exceptional leadership and team management skills, with the ability to inspire and develop a high performing workforce
- Ability to manage competing priorities and thrive in a dynamic, fast paced environment
- Passion for delivering outstanding customer experiences and driving community engagement

**Here’s what you can look forward to**

Our people benefits include Membership passes to all cricket games at the WACA Ground and at Optus Stadium, onsite gym access, Birthday Leave, salary packaging, employee recognition program, discounts on cricket merchandise, corporate health insurance discount, corporate partner discounts, flexible work arrangements, professional development opportunities and more

**A little bit about us**

At WA Cricket we aim to be leaders in Australian sport and pride ourselves on developing inspiring players, creating a fun and inclusive community and delivering social outcomes through cricket. WA Cricket looks after the Perth Scorchers, the WA Men's and Women's Teams, the WA Cricket Foundation and Perth Scorchers Institute of Sport and Business. Housed at the newly redeveloped WACA Ground, we are involved with running all the cricket and community aspects of the iconic venue.

**Our culture**

At WA Cricket we are committed to nurturing a diverse and inclusive workforce and offer equal opportunities to all. At WA Cricket we embrace d