Reports to: Director of Marketing

Direct Reports: Customer Relations Team Leader, Customer Relations Coordinator, Customer Relations Representatives

Location: Sydney, NSW – with regular attendance at SSO concert venues across Greater Sydney

ABOUT US The Sydney Symphony Orchestra is Australia’s flagship orchestra, presenting extraordinary performances that inspire, challenge, and engage audiences in Sydney and beyond. Performing at the iconic Sydney Opera House and across NSW, the Sydney Symphony is committed to artistic excellence, innovation, and fostering a deep connection with our community. Through live concerts, digital programs, education initiatives, and collaborations with leading artists, the Sydney Symphony brings the joy of orchestral music to audiences everywhere.

We value Integrity, Connection, and Joy.

THE ROLE The Customer Relations Manager leads the Sydney Symphony Orchestra’s customer service function, ensuring every interaction reflects SSO’s commitment to excellence. This hands-on leadership role combines day-to-day team management with direct customer engagement, requiring a confident people leader who can support team members, manage complex customer issues, and build solid relationships with venue partners.

The role contributes directly to SSO’s strategic goals by supporting audience connection, earned income, and respectful engagement with First Nations artists and communities. As SSO expands its program, venues, formats, and reach into more diverse audiences, the Customer Relations Manager ensures the team remains close to customers and helps turn first-time attendance into lasting connection.

A defining feature of the role is active presence at SSO concerts, including evenings and weekends, to understand the customer journey, strengthen venue relationships, and identify service improvements in real time. The Manager also leads Customer Relations Team Leaders and Representatives, supporting their performance, development, and wellbeing while helping shape SSO’s customer experience and audience retention across every venue and community it serves.

KEY RESPONSIBILITIES

Team Leadership and Performance Management

- Lead, coach, and develop Customer Relations Team Leaders and Representatives, fostering a high-performance, customer-first culture

- Conduct regular one-on-ones, performance reviews, and structured development conversations

- Manage rostering and workforce planning to ensure coverage across all service channels, including evenings and weekends

- Model exemplary customer service behaviours and set clear standards for team professionalism

Customer Service Delivery

- Oversee service delivery across phone, email, and in-person box office channels

- Manage escalated and complex customer issues,



ensuring timely resolution

- Monitor and report on service quality metrics including response times, satisfaction scores, and complaint resolution rates

- Ensure consistent, professional support for internal customers including SSO staff and musicians

Venue Presence and Relationship Management

- Attend SSO concerts regularly across all venues, including evenings and weekends, to engage directly with customers and observe the in-venue experience

- Build and maintain strong relationships with venue ticketing and front-of-house teams, particularly at the Sydney Opera House

- Act as SSO’s primary point of contact for venue operational matters relating to customer service

- Communicate service issues and opportunities arising from in-venue observations to the Director of Marketing

Schools and Community Bookings

- Oversee the team’s management of schools’ bookings, ensuring a proactive and responsive approach throughout the booking lifecycle

- Work closely with the Learning & Engagement team to align service delivery with program requirements

- Ensure schools’ customers receive consistent, clear, and timely communication at every stage

Stakeholder Collaboration and Reporting

- Collaborate with Director of Marketing, Communications & Content, Growth Marketing, Lifecycle Marketing, Development and other internal teams to align customer service with organisational priorities

- Contribute customer insights and frontline observations to retention, loyalty, and audience development strategies

- Produce regular performance reports and lead a culture of continuous improvement within the team

QUALIFICATIONS & EXPERIENCE

Essential

- Demonstrated experience in a customer service management role, with a track record of leading and developing frontline service teams

- Proven ability to deliver high-quality customer service in a fast-paced, high-volume environment

- Experience working directly with customers in person, including in venue, event, or hospitality setting

- Strong people management skills including performance management, coaching, and rostering

- Excellent written and verbal communication skills across a wide range of stakeholders

- Availability and willingness to work regularly on evenings and weekends as a standard feature of the role

- Proficiency with CRM or ticketing systems and standard office software

Desirable





- Experience in the arts, entertainment, events, hospitality, or cultural sector

- Familiarity with Tessitura or a comparable ticketing and CRM platform

- Experience working alongside venue operations or front-of-house teams

- Knowledge of or genuine interest in classical music and orchestral performance

- Experience managing group bookings or schools programs

PERSONAL ATTRIBUTES

- Genuine passion for customer experience and a belief that every interaction matters

- High energy with a natural ability to build rapport across a wide range of people

- Confidence and poise in public-facing and venue environments

- Collaborative, team-first mindset with the ability to work effectively across departments

- Initiative and self-motivation, with the ability to identify and act on problems without prompting

- Flexibility to work outside standard business hours as a regular and expected feature of the role

WHAT WE OFFER

- Salary $90,000 - $105,000 plus superannuation

- Wellbeing and Employee Assistance Programs

- Complimentary performance tickets

- Professional Development
- SSO will support the Customer Relations Manager’s ongoing development as a people leader, including access to coaching, mentoring, and relevant professional development opportunities. This may include participation in industry networks, customer experience forums, and arts sector leadership programs appropriate to the seniority and scope of the role.

- The Customer Relations Manager will be supported to deepen their knowledge of the performing arts sector, SSO’s programming, and best practice in audience development and retention. This includes access to SSO performances across all venues and program lines as part of the role’s venue presence requirements, creating ongoing opportunities to develop an informed and genuine connection with the art form and the audiences SSO serves.

- The Customer Relations Manager will have access to cultural awareness training to support SSO’s commitment to Deepening Respectful Engagement with First Nations Artists and Communities. This will include engagement with SSO’s First Nations advisory group and ongoing learning opportunities as SSO’s First Nations strategy develops, ensuring the Manager and their team are equipped to welcome and serve First Nations audiences with genuine care and cultural responsiveness.

APPLY NOW

Please apply with a CV and cover letter. Applications close Sunday, 30 August 2026.

At the Sydney Symphony Orchestra, we’re committed to fostering an inclusive and respectful setting for all candidates. When applying, please let us know if you require any reasonable adjustments during the recruitment process.

📌 Customer Relations Manager (Sydney)
🏢 Sydney Symphony Orchestra
📍 Sydney