Mark Shaw is one of Australia’s most successful Theme Park CEO’s.

Mark’s skills lie in the elevation of the employee experience to drive focussed, consistent improvements in customer experiences and finally, profit growth. Customer – Employee Experience (CEX), Sells!

This approach, learnings and guiding principles are woven into the Shaw Thing “ACE” (Amazing Customer Experiences”) framework. This framework has been crafted, honed and fine-tuned from Mark’s leadership experience gained over 30 years with brands such as Westfield, Merlin Entertainments (second only to Disney as the largest family attractions group in the world), BounceInc and Adventure World to name a few. The framework is applicable to any service-related business.

Between 2010 and 2017 Mark was the CEO of multiple award-winning WA Theme Park Adventure World. During this period the business saw incredible growth through excellence of the guest experience, resulting in a doubling of attendances and revenues & the highest Trip Adviser rating of any major theme park/amusement park or water park in Australia and beating three of the four Disney park’s ratings at the time.  

Since 2017, Mark has worked with many clients in a coaching/consulting capacity, as well as stints with the Sydney Harbour Bridge Climb during the ownership transition, Bounce inc and Westfield, the latter as regional CX manager for Queensland.

Mark’s talks are peppered with stories from theme parks, including Disney and Westfield, that inspire, inform, engage, stir emotions and stimulate different ways of thinking about the customer experience, encouraging organisations to lead the customer as well as listen and respond to feedback.

Key Speaking Topics include:

• Optimising profits by marrying the elevation of employee experience with sustained focus on the customer experience
• Purpose driven Leadership
• The power of vision creation, language and narratives to build the right culture
• Customer Experience
• Customer Service