Customer Experience Lead, Live Events

International Convention Centre Sydney; Sydney; On-site; AUD 65,000 - 95,000; Full time

Benefits offered by this job

Free daily meals

Discounted car parking

Wellbeing leave and volunteer leave

Parental leave and purchased leave

Novated leasing and salary sacrificing

Job summary

ICC Sydney is seeking an Assistant Manager, Customer Services to lead frontline teams and drive operational excellence at world-class events. You will coach Supervisors, manage event-day operations, and ensure exceptional client and visitor experiences.

The role requires strong communication, stakeholder management, and problem-solving abilities, with a focus on collaboration and continuous improvement in a fast-paced venue environment.

Qualifications

• Experience leading frontline teams in hospitality or events.
• Proven ability to coach and develop staff.
• Strong communication and stakeholder management skills.
• Proficiency with MS Office suite and standard business tools.
• Ability to manage multiple tasks and meet deadlines.
• Good presentation and negotiation abilities.
• Valid working rights in Australia.

Responsibilities

• Provide day-to-day leadership, coaching, and operational support to Customer Services Supervisors and frontline teams to ensure exceptional service delivery at events.
• Oversee event-day operations including crowd flow, usher placement, rostering, and venue presentation, ensuring a safe, efficient, and welcoming environment for clients and visitors.
• Support recruitment, onboarding, training, and performance management to maintain high standards and team capability.
• Liaise with internal stakeholders (Event Delivery, Security, Reception, Event Planning) and external partners to coordinate resources and logistics for successful event execution.
• Monitor and manage customer enquiries or complaints, escalating complex issues as needed and ensuring timely, effective resolutions.
• Assist with labour planning, cost control, and resource allocation to align with event requirements and budget targets.
• Promote and uphold ICC Sydney's values, behaviours, and safety standards, contributing to a positive, inclusive, and high-performing team culture.

Skills

Leadership

Customer Service

People Management

Communication

Stakeholder Management

Problem Solving

Multi-tasking

Under Pressure

Tools

MS Office (Word, Excel, PowerPoint, Outlook, Copilot)

Job description

ICC Sydney is seeking an Assistant Manager, Customer Services to lead frontline teams and drive operational excellence at world-class events. You will coach Supervisors, manage event-day operations, and ensure exceptional client and visitor experiences.

The role requires strong communication, stakeholder management, and problem-solving abilities, with a focus on collaboration and continuous improvement in a fast-paced venue environment.