Careers

Ticketing CX and Staffing Manager

Location: Head Office, Melbourne
Applications Close: 23rd Mar 2026

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 Coordinators, 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

Apply now by sending your resume and cover letter to [email protected]

Security Guards

Location: All Venues, Melbourne CBD
Applications Close: 6th Mar 2026

Marriner Group is a dynamic family business that owns and operates five of Melbourne's most spectacular and iconic theatres, live music and events venues including:

• Regent Theatre
• Princess Theatre
• Comedy Theatre
• Forum Melbourne
• Plaza Ballroom

Position Summary:

We are seeking experienced and casual Security Guards to provide security and a high level of customer service for theatre shows, events and concerts, working across all our Melbourne CBD venues. Flexibility with working hours, including being able to work nights, weekends and shift work is essential.

To be a successful candidate you must demonstrate a professional manner, an appropriate level of fitness, high standard of personal grooming and have at least a year’s previous experience as a Security Guard at major events, hospitality, the arts and or the entertainment industry.

In this role, you will undertake varied tasks set by the Security Manager, which will require you to work autonomously and as part of a team. The ability to prioritise, show initiative, good communication skills and reliability is essential.

Candidates must hold a current Victorian Private Security Individual Licence, a current First Aid certificate, a current Police check, a current drivers’ licence and be able to demonstrate key competencies in the following areas:

• Excellent customer service skills
• Excellent communication skills
• Personable and enthusiastic
• Exceptional personal presentation
• A calm approach in high-pressure situations
• Competent working knowledge of the relevant legislation

Why Join Us?

• Be part of a dynamic and exciting events environment.
• Opportunity to gain experience in the entertainment industry.
• Immediate start, with training provided.  Discounted parking rates at nearby car parks are available for Marriner Group staff, plus get to see some of Melbourne’s best shows!

If you would like to join our team and feel you can contribute to the success of Marriner Group please send us your cover letter and resume to [email protected].

Please note that only successful applicants will be contacted.

Employer questions

Please include answers to the following questions with your application:

• Which First Aid accreditations do you currently hold?
• Do you have customer service experience?
• Do you have a current Police Check (National Police Certificate) for employment?
• Do you currently have the right to work in Australia?
• Do you hold a current security licence?
• Do you have a current Australian driver's licence?