HEAD OF CUSTOMER SERVICE
- Lead, motivate and inspire a high performing team
- Drive transformation of the customer experience at Arts Centre Melbourne
- Brand new role working under Melbourne’s iconic Spire
About Arts Centre Melbourne
Sitting beneath our iconic Spire, we’re Australia’s largest and busiest performing arts centre. In 2017– 18, we staged more than 4,000 performances and events and welcomed a record 3.76 million people through our doors. In fact, as a cultural and architectural landmark in our nation’s cultural capital, we’ve showcased the best of Australian and international performing arts for nearly 40 years.
We’re proudly the home of our flagship Resident Companies – The Australian Ballet, Melbourne Symphony Orchestra, Melbourne Theatre Company and Opera Australia – and a range of presenters who collectively bring our stages and spaces to life.
Together with our own program of performances, events and activities we offer a diversity of audiences a distinctly multidimensional approach to participation, education and entertainment.
We are now focused on Reimagining Arts Centre Melbourne as part of the Victorian Government’s commitment to transforming the Melbourne Arts Precinct into a thriving, connected creative and civic space over the coming years.
For a glimpse into working at Arts Centre Melbourne click here.
About the Team
We don’t just host performances. We create remarkable experiences.
The Customer Experience team ensures that ACM places the customer first by creating and delivering experiences of unique value. What we do makes a difference in making Victoria more creative and vibrant, bringing communities together and making the arts more welcoming and accessible.
Whether people visit us to attend a performance, take in an exhibition, jump on a guided tour, use our car park or have a bite to eat, we aim to Earn The Encore for our customers each and every time they visit their Arts Centre. The team delivers an integrated end-to-end customer journey that provides a remarkable experience each and every time.
We are on a journey to transform our approach to customer experience. We seek a passionate leader in this brand new role to inspire and guide our frontline service team to deliver consistent exemplary customer service across all touchpoints and be “curtain up” - always performance-ready.
About the Role
Create value for customers by leading, motivating and inspiring a high performing Customer Service team to deliver on the organisation’s strategic goals and integrated functional tasks.
As a member of the Customer Experience Leadership Team, you will develop and implement strategy specifically to continuously enhance Arts Centre Melbourne’s overall customer service delivery and culture.
Your Skills and Experience
- Extensive experience in developing and implementing service focused customer and commercial growth opportunities
- Extensive people leadership experience with a track record of building high performing teams in frontline customer service, bar and retail environments
- Demonstrated ability to positively influence organisational culture, and drive and lead sustained operational and cultural change
- Demonstrated experience developing and delivering customer focused service strategy in a multi-touchpoint environment, with a focus on digital innovation and community access / inclusion
- Experience in planning, delivering and evaluating business initiatives with exceptional business acumen
For more details please read the Position Description - Head of Customer Service July 2019.pdf
Full-time fixed term (3 years), salary $120,830.17 per annum plus superannuation.
Enjoy Team Member Benefits
As a valued member of our ensemble, you will enjoy a number of fantastic benefits including the opportunity to receive complimentary tickets, food & beverage discounts, discounted commuter benefits and onsite-parking, access to wellbeing activities and learning and development programs!
Please submit your resume together with a cover letter addressing the key criteria by 23 July 2019. Early applications are encouraged as suitable candidates may be invited to attend an interview or appointed prior to the closing date.
Employment at Arts Centre Melbourne is conditional upon the satisfactory completion of a National Police Check.
Applications are open to those with full working rights in Australia. Arts Centre Melbourne is an Equal Employment Opportunity Employer.