An award-winning leader in customer experiences
Mark Shaw’s 30-year career has focused on improving guest experiences through his roles in hospitality, leisure and tourism across three different continents.
As CEO of the multi-award winning ‘Adventure World’ in 2010 to 2016, Mark was able to almost double attendance at the Western Australia theme park during his six year tenure.
Mark has also been a former senior manager with Merlin Entertainments, the second largest attractions group in the world and home to global attractions like Legoland Discovery Centre, Sea Life and Madame Tussauds London.
Mark holds an MBA with a services marketing focus, and has held a number of board positions within tourism marketing & training. Mark is an AIM mentor, Victoria Tourism Industry Council Awards Judge & keynote speaker.
He is also a fellow of the Australian Institute of Management & the International Institute of Directors and Managers, as well as a member of the Customer Experience Practitioners Association and Professional Speakers Association.
At the forefront of everything he does, Mark strives to create magical and unforgettable memories for all his guests. Whether it’s in marketing or as a leader for some of the biggest entertainment companies in the world, he gets the most satisfaction from improving guest experiences.
As a speaker, Mark is passionate about sharing his love of customer experience with his audience. He begins by laying the groundwork for why second-to-none experiences are so critical, especially in the age of social media. Mark will then explore ways in which brands can overcome hurdles and implement practical strategies to give customers an unparalleled experience.