About ACT

ACT manages and operates some of Western Australia's most iconic cultural venues. Our vision is to inspire, welcome and connect people through exceptional performing arts and cultural experiences across the State. Working with ACT means being part of an organisation that plays an important role in growing and supporting Western Australia’s cultural and creative industries.

Please click here if you would like to learn more about us.

About the role

As the Venue & Customer Experience Manager, you will lead the delivery of events and venue operations across ACT’s venues and spaces. Working closely with internal teams and clients, you will ensure events run smoothly, provide excellent customer service, and build strong relationships that support outstanding experiences for patrons and hirers.

Responsibilities

• Oversee all operations of the venues, including administrative and operational activities, in consultation with the operations and events teams.
• Liaise with the Hospitality department to ensure there’s a focus on customer experience.
• Ensure successful event delivery and hirer satisfaction for ACT places and spaces.
• Oversee and monitor event service levels, including service levels to clients and patrons, in consultation with the Director.
• Collaborate with internal teams and external vendors to coordinate logistics, equipment, and resource allocation, ensuring that venue spaces are prepared for events and meet the specific requirements of clients and patrons.
• Develop and maintain ACT Event Services policies and procedures and assist with the preparation of the annual operational budgets.
• Respond to customer feedback from clients and event attendees, analyze the data to identify areas for improvement, and implement strategies to enhance overall customer satisfaction and experience.
• Track and report on key performance indicators (KPIs) related to event delivery, customer satisfaction, and event financial targets, ensuring continuous improvement and operational efficiency.
• Identify and introduce new technologies, systems, or services that improve customer experience, streamline venue operations, and enhance the engagement of patrons and stakeholders.
• Oversee recruitment and training in collaboration with the Director, focusing on building a skilled team dedicated to exceptional customer service. Conduct performance management of relevant personnel, monitoring satisfaction levels and implementing improvements that enhance the overall patron experience.
• Other duties as required that fall within the parameters of the position. 

Compliance and Legislative Knowledge

1. Complies with the Code of Conduct, policies and procedures and relevant appropriate legislation; and
2. Meets Occupational Safety and Health, Equal Opportunity and other legislative requirements in accordance with the parameters of the position.

For further information about the role, please contact Glenn Hall, Director Event Serviceson (08) 9265 0946 or email glenn.hall@artsculturetrust.wa.gov.au

Location

This role will be based across the metropiliation veneus with rotation  and hence will require travel as required.

About you

Do you thrive in a fast-paced venue and events environment? We're looking for a proactive and customer-focused leader who can manage venue operations, build strong stakeholder relationships, lead high-performing teams, and deliver exceptional experiences for clients, patrons and event partners.

Essential Requirements

• Demonstrated experience in providing high-quality customer service and coordinating events, with the ability to effectively liaise with clients, manage stakeholder expectations, and deliver successful outcomes.
• Proficiency with Database and Automated Booking Systems. Proven working knowledge and hands-on experience with database systems and automated booking systems to manage and streamline operations effectively.
• Proven ability to research, analyse, and provide evidence-based recommendations, anticipating potential risks to departmental operations and ensuring informed decision-making. Strong proficiency in commonly used personal computing applications, particularly in the use of spreadsheets and word processing tools to support daily tasks and reporting requirements.
• Sound organisational skills with the capacity to manage competing priorities, meet performance expectations, and ensure efficient coordination of complex site activities.
• Demonstrated experience in leading and coordinating teams from formation, with a focus on building a cohesive and collaborative culture.
• Well-developed negotiation, written and verbal communication, and interpersonal skills, with proven ability to work collaboratively with a diverse range of internal and external stakeholders and contractors.

 Desirable:

1. Extensive knowledge of venue/performing arts management industry trends.
2. Tertiary qualifications in arts/events management or related discipline.
3. Knowledge and understanding of an event-based management system.

Other Requirements:

1. ACT operates in a 7 day a week environment and there may be the requirement to work weekends and after normal business hours.

A current Satisfactory National Police Clearance (within 6 months) will be required prior to commencing employment.

Applicants for permanent positions in the Western Australian Public Sector must be Australian citizen or hold permanent resident status. For temporary (fixed term) positions, proof of eligibility to work in Australia for the contract duration is required.

Ready to Join the Show?

ACT is committed to fostering workplace equity and diversity. We encourage applications from Aboriginal people, women, individuals with disabilities, youth and those from culturally diverse backgrounds.

To apply for the job, please submit:

• A current CV outlining your relevant skills and experience, along with two professional references.
• A one-page covering letter addressing the essential requirements under the ‘Conditions’ above.

Applicants who are shortlisted will be assessed on all the essential criteria during the selection process.

To submit your application, please click on the ‘Apply for Job’ button.

For technical difficulties while applying online, general recruitment enquiries, or to request any document in an alternative format, please contact the HR Team via employment@artsculturetrust.wa.gov.au.

As lodgment is system generated, we advise you submit your application well before closing time as applications received on or after 4:00pm will not be accepted.

Our commitment to diversity, equity and inclusion

ACT is committed to fostering workplace equity and diversity. We encourage applications from Aboriginal people, women, individuals with disabilities, youth and those from culturally diverse backgrounds.