Lead and motivate key customer service team Exciting opportunity to support the positioning of ACM as a distinctive and competitive tourism destination Fixed term role until September 2026, open to current ACM team members only About the Position You will lead high performing customer service teams who are dedicated to making every customer experience remarkable. With a range of events, from rock concerts to symphony orchestras, First Nations dance and the Comedy Festival, you will work across spectacular venues including theatres and the Sidney Myer Music Bowl. A key purpose of this role is to guide and support the Visitor Experience team in delivering outstanding customer service to our visitors and to ensure the efficient and effective operation of the Australian Museum of Performing Arts. The role will be responsible for developing and maintaining relationships with key tourism stakeholders both internally and externally, with a view to expanding visitation and experiences at ACM. Hours of work vary, with most events at night and on weekends, particularly Friday and Saturday. You will be responsible for the coordination and management of the immediate crisis response outside of standard business hours. Full time fixed term position to September 2026. Band 3.3 $91,970 per annum plus superannuation. About You As a current ACM team member and a confident, enthusiastic and engaging leader, you bring: Significant experience leading varied service operations and supervising, motivating and driving the performance of large teams across multiple venues Innate customer service and excellent communication skills, with a proven track record of creating impactful relationships with team members and customers Knowledge of tourism functions and operations, marketing & current tourism trends and research. Proven experience in conflict resolution and creative problem solving Strong prioritisation skills in a deadline-based environment For more details about the role and our values, please read Position Description - Duty Manager - Visitor Experience, Destination - August 2025.pdf About the Team The Ticketing & Visitor Experience team sits within the Destination & Audience pillar and is responsible for proactively delivering personalised services of value that create the ultimate experience before, during and after each visit. The team is comprised of service and support teams for Ticketing, Front of House, Car Park, Welcome Team, Stage Door, Guided Tours and the Australian Museum of Performing Arts and applications that support all of these areas. Enjoy Team Member Benefits As a valued member of our ensemble, you will enjoy: Complimentary tickets Discounts at food & beverage outlets Discounted commuter benefits and onsite parking Access to wellbeing activities and learning and development programs Free access to Employee Assistance Programs which includes specific support to our First Nations team members via their I-CARE program and providing specific counsellors for members of the LGBTQIA community and People of Colour. Apply Now! Arts Centre Melbourne welcomes applications from Aboriginal and Torres Strait Islander people, people from diverse cultural and linguistic backgrounds, Disabled and Deaf people, sexualities and gender identities, members of the LGBTQIA community and people of all ages. We seek to provide workplace adjustments at all relevant stages of the recruitment process such as interpreters, alternative formats or other access supports. You can specify in the application form if you require any adjustments or please ask us at any stage. If you need to contact us about making workplace adjustments during the recruitment process, please send an email to peopleassist@artscentremelbourne.com.au Please submit your resume together with a cover letter addressing the key criteria by 11:55pm Sunday 7 th September 2025 . Early applications are encouraged as suitable candidates may be invited to attend an interview 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 .
