Mark Shaw MBA FAIM FIIDM CXPA is a leading customer and employee experience coach and consultant, with over 30 years of leadership across hospitality, tourism, and attractions. His career began in hospitality at just 15, working in one of Richard BransonOs favourite restaurants, before progressing into senior leadership roles including LondonOs iconic QuaglinoOs and Executive General Manager of Eureka 89 in Melbourne and Journey Beyond-Cruise Sydney.
Mark’s grounding in hospitality later transitioned to running theme parks in London and Australia. He is widely recognised as one of AustraliaOs most successful theme park CEOs, and led Adventure World Perth from 2010 to 2017, doubling attendance and revenue through a strong focus on guest experience and team culture. The park achieved the highest TripAdvisor rating of any major theme park in Australia, beating 3 of the 4 Disney Parks and in 2016 the Park was inducted into the Australian Hotels Association Hall of Fame for Best Training Initiative. He and his team also received the Australian Institute of Management Pinnacle Award for Customer Service Excellence the same year.
Mark is the creator of the SHAW THING CX OACEO Framework, a 7-pillar model built on proven Service Profit Chain principles (EX =CX=LOYALTY =Increased profits). His experience spans global brands including Westfield, Merlin Entertainments, Bounce Inc, and his current work with Village Roadshow Theme Parks.
Known for his practical and immersive approach, Mark works closely with hospitality leaders to uncover opportunities, strengthen culture, and elevate service delivery. As a sought-after keynote speaker and consultant, he helps organisations create experiences that drive loyalty, word-of-mouth growth, and sustained commercial success.