Stage School is looking for an absolute superstar to lead and take full ownership of our Customer Experience and Venues discipline and team. This role is critical to our business, so this must be a strong performer who lives and breathes high quality customer service. This is a full time role which operates from our Head Office in Moreland, will travel to our rehearsal venues across Melbourne and Brisbane regularly and be on call when necessary.

This critical position is responsible for two key elements of the business:

Ensuring the overall student experience at their weekly performing arts classes is of a high quality, really strengthening the Stage School Brand through our venue network.

Leading the Venue Management team of 7 permanent team members (and a few Casuals) to deliver high quality and consistent experiences to our students and families as well as effectively managing our venues across the network on an ongoing basis.

The right candidate for this role will be really experienced in managing multiple sites, have previously led a diverse team to deliver high standards, have a genuine passion for providing an excellent level of service and be commitment to supporting team members to grow and improve how things are done (processes and approaches).

You will be confident yet supportive in your leadership, planful, detail oriented, organised, resourceful, focused on outcomes and friendly and approachable. You will be motivated, with the ability to work well autonomously to drive outcomes and collaborate with team members and other teams. You will lead by example.

If this sounds like you then we want to hear from you!

Key responsibilities for the role are:

Lead brand ambassador: Ensuring that a high quality and strongly positive Stage School Brand is represented at all Stage School venues.

Developing an operational plan for improving the customer experience through our venues: Creating the customer experience plan and supporting the venue management team to execute it at all venues nationally.

Lead communications to all customers at venues: Leading and monitoring communications that occur both inwards and outwards of venues through the Venue Management team and acting as an escalation point. Communications should be clear, sound and effective coming from Stage School team members.

Manage Venue risks and challenges: Escalation for all Venue Managers, but must support and educate all Venue Managers to grow and learn in order to make effective decisions around risks and challenges. In particular in the areas of Occupational Health and Safety, Child Safety and Operations.



This means being on call some of the time and in particular for emergencies.

Manage and coordinate all OHS Incidents, Child Safety incidents: Appropriately and effectively action any OHS and Child Safety incidents that are escalated beyond Venue Managers aligned Stage School processes and policies.

Student Performance Management Escalations: Effectively and appropriately manage all Stage School student performance matters aligned with Stage School policies and procedures. Ensure communication with parents/guardians is sensitive yet effective and clear.

Monitoring and reporting on progress: Understand all associated role processes to ensure that the appropriate parties are well informed of matters at Venues when required.

Maintaining accurate records: Ensure documentation is created, maintained and clear throughout Customer Experience and Venue Processes.

Maintain a full understanding of the commitments and expectations in relation to the safety of children: Undertake training and have a good understanding of our Child Safety Policy and other related policies and procedures.

Training: Undertake any required induction and ongoing training relevant to the safety of children and young people as well as OH&S.;

Action for the purpose of Child Safety: Take the appropriate action to protect children and young people from all forms of child abuse and any other forms of inappropriate behaviour.

Key skills and abilities for the role are:

Operational Planning:

- Ability to develop and implement operational plans.

Analytical Skills:

- Proficient in data analysis and interpretation for the purpose of presenting business cases (in the context of the discipline and role).
- Familiarity with financial fundamentals including cost benefits etc.

Critical Thinking:

- The ability to effectively understand, assess and make good judgements on all role related matters especially unplanned changes, OH&S; and Child Safety matters.
- The ability to effectively develop the critical thinking of team members in order to make sound judgement calls to manage risk at all venues and effectively manage client matters.

Project Management:

- Expertise in managing multiple complex projects and initiatives.
- Proficiency with project management tools and project delivery.

Communication Skills:





- Excellent verbal and written communication skills.
- Ability to present, position and discuss strategies, ideas and challenges clearly to stakeholders.

Relationship Building:

- Strong networking skills to build relationships with partners, clients, and stakeholders.
- Experience in effective negotiation and conflict resolution.

Innovation and Creativity:

- Ability to think creatively to identify new opportunities for growth.
- Open-mindedness towards new ideas and approaches.

Leadership and Team Management:

- Strong leadership skills to motivate and guide teams.
- Experience in mentoring and developing talent.

Market Insight:

- Good understanding of Customer experience and student-based environments
- Ability to adapt strategies based on industry/Customer Experience awareness

Why work at Stage School Australia?

Developing young people’s personal and performing skills through drama and musical theatre is at the core of Stage School Australia’s values. To deliver on this, we work hard to make sure our staff also feel inspired and supported.

Benefits:

- Stage School Australia has an Employee Assistance Program available to all employees to ensure our staff feel aided at all times.

We strive to create a professional, inclusive, and diverse workplace where people can simply be themselves no matter their age, race, gender, disability, or sexual orientation.

The theatre has always been a place where diversity is celebrated!

Stage School Australia is one of Australia’s largest performing arts organisations, specialising in providing training for young people aged 4 to 18 years. With 40 years of legacy, 30 venues across Melbourne and Brisbane, over 5,800 students, and a faculty of 200+, Stage School Australia is the industry leader in its field.

Child Safety Commitment:

All children who come to Stage School Australia have a right to feel and be safe. The welfare of the children in our care is always our first priority and we have a zero-tolerance approach to child abuse and neglect, and harm or risk of harm. We aim to create a child safe and child-friendly environment where children feel safe and have fun while enjoying learning the performing arts. All allegations and safety concerns will be treated very seriously and consistently with our policies and procedures. We support and respect all children, as well as our staff and volunteers. We are committed to the cultural safety of Aboriginal children, the cultural safety of children from culturally and/or linguistically diverse backgrounds, and to providing a safe environment for children with a disability.

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📌 Customer Experience & Sites Manager (Williamstown)
🏢 Stage School Australia
📍 Williamstown