The Melbourne Cricket Club (MCC) manages the Melbourne Cricket Ground (MCG), one of Australia's greatest assets. The MCG is host to more than 70 major events annually, attracting over three million patrons and visitors.
Our purpose is to move Australia through the transformative power of live sport, entertainment and culture. Our values underpin how we operate and what we stand for as an organisation. This includes playing as a team, striving to inspire and respecting always.
The Club Services, Sport and Heritage department at the MCC is responsible for delivering exceptional experiences across the Australian Sports Museum, MCC Museum and MCG Tours.
An exciting opportunity has arisen within this team for a Visitor Experience Lead. Reporting to the Operations Manager, Museum and MCG Tours, this role leads and manages the casual visitor experience team, ensuring exceptional visitor experience standards are consistently delivered.
Key responsibilities include, but are not limited to:
- Lead the casual visitor experience team, ensuring appropriate rostering, resource allocation and daily deployment across the Australian Sports Museum, MCC Museum and MCG Tours
- Manage the visitor experience team performance, providing clear expectations, regular feedback and on-the-ground coaching to maintain consistently high service standards
- Act as the first point of escalation for managing visitor and member enquiries, complaints, incidents and delivery issues areas across Australian Sports Museum, MCC Museum and MCG Tour operations, resolving issues promptly and escalating where required
- Oversee the effective management and delivery of the MCG Tour, ensuring that tour information provided by tour guides is accurate, engaging and consistently delivered to standard
- Champion the delivery of exceptional visitor experiences across all areas and tour touchpoints, modelling and reinforcing ELEVATE, the MCC’s service excellence philosophy, at all times
- Maintain accurate records of visitor feedback, complaints and incidents to support continuous improvement and reporting
This role is well suited to someone who thrives in a fast-paced, people-facing environment and takes pride in delivering world-class visitor experiences. You'll bring demonstrated experience in a visitor services, front of house management or tourism operations role, along with proven ability to manage and motivate a team and confidence in handling visitor complaints and escalations.
Flexibility is required, as availability for event day duties on weeknights, public holidays and weekends is essential.
For a more detailed position description, please click here
If your experience and skills align with the role and you are excited by the prospect of delivering exceptional experiences for an iconic organisation, we encourage you to apply.
To apply, please submit your current resume and cover letter and complete the questionnaire via the "Apply" tab on this page.
Applications close 13 July 2026
Please note this ad may be withdrawn prior to the closing date depending on the volume of applications received.
This role is subject to relevant pre-employment checks, including National and International Police Checks, Right to Work in Australia, and a current Victorian Working with Children Check.
Privacy Statement
At the MCC, we value your privacy. During the early stages of our recruitment process, we collect personal information such as your name, contact details, confirmation of age, evidence of valid work rights, and personal demographic information. This information is used solely for recruitment purposes and will only be used if you progress to the next stage of the recruitment process.
If you choose not to provide your personal information, we may be unable to progress your application. If you have any questions about how your personal information is handled, or if you wish to access or update your details, please contact [email protected].
For more information on how the MCC manages personal information, please view our Privacy Policy.
Inclusion Matters
The Melbourne Cricket Club is committed to creating a diverse, inclusive and welcoming environment at the MCG. We encourage applications from people of all backgrounds, including people of different genders, ages, cultural backgrounds, First Nations peoples, people with disability, and people of all religions and sexual orientations. We aim to ensure that the recruitment and candidate experience is as accessible and inclusive as possible.
If you require an adjustment during the recruitment process (including alternate formats of the application form) or have an enquiry about available support, please email [email protected] or call 03 9657 8888.
The MCC is committed to providing a safe and welcoming environment for everyone, including children and young people, and has zero tolerance for child abuse and harm. To read more about our commitment, please visit this link.
MCC Values
To read more about the MCC’s Values, please follow the link found here.
