Ticketing CX and Staffing Manager

Marriner Group is seeking a Ticketing CX and Staffing Manager to lead customer experience delivery across some of Australia's most iconic venues.

Ticketing CX and Staffing Manager 

Marriner Group is a dynamic Australian‑owned company, managing five world‑class entertainment and event venues including the Princess Theatre, Regent Theatre, Comedy Theatre, Forum Melbourne, and the Plaza Ballroom. Based in Melbourne’s CBD, our venues host some of the world’s most acclaimed live performances, productions, and events. 

We are seeking an experienced and people‑focused Ticketing CX and Staffing Manager to lead customer experience delivery across some of Australia’s most iconic live performance venues. Based at Marriner Group Head Office on Collins Street, this role is a unique opportunity to shape how thousands of patrons experience our shows – from first enquiry to final curtain call – while leading and developing a high‑performing ticketing and customer service team. 

About the Role 

Reporting to the Director of Ticketing Services, the Ticketing CX and Staffing Manager is responsible for delivering exceptional customer service standards across Regent Theatre, Princess Theatre, Comedy Theatre and Forum Melbourne. You will lead a seven‑day‑a‑week customer service and call centre operation, managing enquiries across phone, email, Zendesk and live chat, while also overseeing the recruitment, training and rostering of all Ticketing Services staff across box office and customer service operations. 

This is a hands‑on leadership role, balancing operational excellence with people leadership, customer advocacy, and continuous improvement in a fast‑paced live entertainment environment. 

Key Responsibilities 

• Lead and oversee customer service delivery across phone, email, live chat, online enquiries and in‑person box office operations
• Manage a seven‑day call centre operation, including phone system scheduling aligned with event schedules and public holidays
• Ensure best‑practice handling of ticketing enquiries, exchanges, refunds, accessibility bookings and general event information
• Act as the escalation point for complex customer complaints, coaching staff in professional written and verbal responses
• Monitor, meet and exceed KPIs for call handling, response times and customer satisfaction
• Compile monthly reports and performance statistics to support continuous improvement
• Write, maintain and update Standard Operating Procedures and training materials
• Brief teams on event changes, new ticket offers, relocations, reschedules and cancellations
• Escalate refund requests to promoters and producers as required 

People & Staffing Leadership 

• Lead, mentor and support the Customer Service Coordinator, Supervisors and casual ticketing staff 
• Recruit, onboard and train new Ticketing Services team members
• Manage staffing levels and rostering across box office and customer service operations
• Foster a positive, professional and customer‑first team culture 

Collaboration & Operations 

• Liaise with internal departments and external stakeholders to ensure seamless customer outcomes
• Provide operational oversight during evenings and weekends as required
• Support the delivery of consistent, high‑quality customer experiences across all venues 

About You 

You are an experienced ticketing or customer service leader with a strong understanding of theatre and live music environments. You thrive in fast‑moving, customer‑focused operations and enjoy leading teams to deliver calm, confident and solutions‑focused service even under pressure. 

You will bring: 

• Demonstrated experience in a similar role within the ticketing or live entertainment industry
• Strong working knowledge of ticketing systems and customer service platforms
• Confident leadership skills, with experience coaching and managing performance standards
• Excellent written and verbal communication skills
• A high level of discretion and professionalism when handling sensitive information
• Exceptional attention to detail and problem‑solving ability
• Flexibility to adapt to changing event schedules and operational demands
• Strong organisational and time‑management skills
• A proactive, positive attitude and commitment to continuous improvement 

Why Marriner Group? 

• Play a key role in shaping customer experiences across Melbourne’s most iconic live entertainment venues
• Lead and develop a passionate, knowledgeable and customer‑focused team 
• Work in a dynamic, creative and fast‑paced industry
• Opportunities for professional development and growth within the Marriner Group
• Access to staff benefits, including occasional complimentary tickets to world‑class performances
• Employee Assistance Program (EAP) supporting wellbeing and personal support 

Ready to lead customer experience at the heart of live entertainment? 

Apply now with your resume and a cover letter to [email protected]