Visitor Experience Lead

Visitor Experience Lead

Melbourne Cricket Club East Melbourne full-time, onsite

The Melbourne Cricket Club (MCC) is responsible for managing the Melbourne Cricket Ground (MCG), a significant Australian venue that hosts over 70 major events annually, attracting more than three million patrons and visitors. The MCC's purpose is to inspire Australia through live sport, entertainment, and culture, guided by its values of playing as a team, striving to inspire, and respecting always.

The Club Services, Sport and Heritage department focuses on delivering exceptional experiences at the Australian Sports Museum, MCC Museum, and through MCG Tours. An opportunity exists within this department for a Visitor Experience Lead.

Reporting to the Operations Manager, Museum and MCG Tours, this role involves leading and managing the casual visitor experience team to ensure consistent delivery of exceptional visitor experience standards.

Key Responsibilities:

• Lead the casual visitor experience team, managing rostering, resource allocation, and daily deployment across the Australian Sports Museum, MCC Museum, and MCG Tours.
• Manage visitor experience team performance, providing clear expectations, regular feedback, and on-the-ground coaching to uphold high service standards.
• Serve as the primary point of escalation for visitor and member enquiries, complaints, incidents, and delivery issues within the Australian Sports Museum, MCC Museum, and MCG Tour operations, resolving issues promptly and escalating as needed.
• Oversee the effective management and delivery of the MCG Tour, ensuring tour guide information is accurate, engaging, and consistently presented to standard.
• Champion the delivery of exceptional visitor experiences across all areas and tour touchpoints, modelling and reinforcing the MCC’s service excellence philosophy, ELEVATE.
• Maintain accurate records of visitor feedback, complaints, and incidents to support continuous improvement and reporting.

This role is suited for individuals who excel in fast-paced, people-facing environments and are committed to delivering world-class visitor experiences. Demonstrated experience in visitor services, front-of-house management, or tourism operations is required, along with a proven ability to manage and motivate a team and confidence in handling visitor complaints and escalations.

Flexibility is essential, including availability for event day duties on weeknights, public holidays, and weekends.

For a more detailed position description, please click here.

If your experience and skills align with this role and you are eager to deliver exceptional experiences for an iconic organisation, we encourage you to apply.

Application Instructions: Please submit your current resume and cover letter, and complete the questionnaire via the "Apply" tab on this page.

Applications close: 13 July 2026. Please note this advertisement may be withdrawn prior to the closing date depending on the volume of applications received.

Pre-employment Checks: This role is subject to relevant pre-employment checks, including National and International Police Checks, Right to Work in Australia, and a current Victorian Working with Children Check.

Privacy Statement: The MCC values your privacy. During the early stages of our recruitment process, we collect personal information such as your name, contact details, confirmation of age, evidence of valid work rights, and personal demographic information. This information is used solely for recruitment purposes and will only be used if you progress to the next stage. If you choose not to provide your personal information, your application may not be progressed. For questions regarding how your personal information is handled, or to access or update your details, please contact pri••••@mcc.org.au. Further information on the MCC's management of personal information is available in our Privacy Policy.

Inclusion Matters: The Melbourne Cricket Club is committed to fostering a diverse, inclusive, and welcoming environment at the MCG. We encourage applications from people of all backgrounds, including those of different genders, ages, cultural backgrounds, First Nations peoples, people with disability, and people of all religions and sexual orientations. We aim to ensure the recruitment and candidate experience is as accessible and inclusive as possible. If you require an adjustment during the recruitment process (including alternate formats of the application form) or have an enquiry about available support, please email rec••••••••@mcc.org.au or call 03 •••• •888. The MCC is committed to providing a safe and welcoming environment for everyone, including children and young people, and has zero tolerance for child abuse.