The Great Barrier Reef Marine Park Authority (the Reef Authority) is a Commonwealth non-corporate entity, and a statutory agency established by the Great Barrier Reef Marine Park Act 1975 (Marine Park Act), reporting to the Minister for the Environment and Water. Our objective is the long-term protection, ecologically sustainable use, understanding and enjoyment of the Great Barrier Reef for all Australians and the international community through the care and development of the Marine Park.
Managing a reef roughly the size of Italy demands many skills and talents, so you don't have to be a marine biologist to contribute to our mission. From finance to marketing roles, we have a team almost as diverse as the ecosystem we protect. Our commitment and dedication to the Great Barrier Reef and the Australian public have a long-lasting impact, and we are looking for individuals who can bring their unique skills, experience, and knowledge to our high-performing and inclusive organisation.
The Position
We are seeking an experienced commercial operations professional to establish and lead commercial services that will support the Great Barrier Reef Aquarium’s redevelopment and transition to full operations. This role will be instrumental in building the Aquarium’s commercial function from the ground up, managing delivery against project milestones through the construction, pre-opening, and operational phases.
As Assistant Director, Commercial Operations, you will design and implement all aspects of the Aquarium’s commercial operations including the café, gift shop, and ticketing and admissions services. You will oversee the selection and implementation of an integrated Business Enabling System, develop operational procedures and service standards, establish staffing structures, and recruit and train teams to deliver exceptional visitor experiences from day one.
Working collaboratively with project teams, curatorial staff, and senior leadership, you will ensure commercial operations are aligned with the Aquarium’s mission and strategic objectives. Your expertise will be critical to establishing sustainable revenue streams, enhancing visitor satisfaction, and positioning this iconic facility for long-term success.
About You
* You will have proven experience in commercial operations, ideally within the tourism sector, cultural institutions, government agencies, or similar organisational settings.
* You will be an experienced people leader with a track record of successfully managing teams, building capability, and fostering collaborative working relationships with diverse stakeholders.
* You are a strong communicator with demonstrated ability to influence, negotiate, and engagement strategies the achieve business outcomes and visitor needs and expectations.
* You can prioritise and align operational activities to organisational objectives, delivering tasks on time and to a high-standard in dynamic, project-driven and operational environments.
* You will be highly skilled in stakeholder engagement (internal and external) with a natural problem-solving approach and solutions-focused mindset.
* You thrive under pressure, have excellent attention to detail, and remain composed when managing competing priorities and tight deadlines.
The key duties of the position include:
* Lead the development and implementation of the commercial business operations including the café, gift shop, and ticketing and admissions services. This includes designing and establishing a sustainable commercial operating model encompassing staffing structure, vendor/contractor management (where applicable), point-of-sale systems (POS), customer service standards, and revenue optimisation strategies.
* Work collaboratively with the Director and General Manager to ensure commercial operations align with the Aquarium’s mission, enhance visitor experience, and support long-term financial sustainability.
* Oversee the selection, implementation, and ongoing management of an integrated Business Enabling System (including point-of-sale, ticketing, inventory management, customer relationship and membership management) to support efficient commercial operations. Ensure systems are fit-for-purpose, user-friendly, and capable of meeting daily operational requirements, reporting and financial reconciliation needs.
* Lead and manage a multi-disciplinary team across café, gift shop, and ticketing/admissions operations, fostering a customer-focused culture that delivers excellent visitor experiences. Achieve revenue targets and meet operational standards.
* Identify risks and opportunities associated with commercial operations and take account of these in planning, decision-making and priority setting. Ensure adherence to government procurement policies and relevant compliance requirements associated with operations at the Aquarium.
Eligibility
Essential Requirements
* Tertiary qualification in Business Administration, Commerce, MBA and/or related fields with a minimum of 5 years’ experience in commercial business operations.
* To be eligible for employment, candidates must be an Australian citizen at the time of application.
* The position requires a Baseline security clearance. Successful candidates will be required to obtain and maintain a clearance at this level.
* The successful candidate will be willing to provide identity documents and undergo an identity pre-employment check through a Document Verification Service.
* Must hold or be able to obtain and maintain a Working With Children Check (QLD Blue Card); failure to obtain/maintain a QLD Blue Card will result in termination of employment.
* Must comply with the Reef Authority’s Child Safety and Wellbeing Policy; failure to agree/comply with that policy will result in termination of employment.
Desirable qualifications or equivalent experience
* Experience in developing and implementing a business/operating model from ground up
* Experience with Australian Government procurement and contract management processes.
* Understanding visitor economy, particularly in an attraction/tourism-based facility