Melbourne Convention and Exhibition Centre (MCEC) Acknowledges the Traditional Owners of Narrm, the Wurundjeri Woi Wurrung people of the Kulin Nation. We pay our respects to their Elders past and present, and to Elders of all First Nations communities that visit MCEC.

 The Chief Commercial Officer of Melbourne Convention and Exhibition Centre, Melissa Sweetland, smiling directly at the camera wearing professional business attire.

Future Perfect: Explaining Our New Operations Model

By Melissa Sweetland|

Take a closer look at MCEC’s recent business transformation and the principles that drive it with MCEC Chief Commercial Officer, Melissa Sweetland.

You may have heard our teams talking about how MCEC has recently transitioned from a conventional operations model to one based on operational agility. But what exactly does this mean? And – more importantly – how will it affect your experience of planning and running events with MCEC?

In the simplest terms, our operating model transformation is about changing the way that we work to better serve our customers. We’ve moved from a static, inward-facing business model that aligns our team with your event, to an agile outward-facing business model that aligns our teams with you and your organisation; from a philosophy where the organisation follows the leader, to one where the leaders, management and employees are guided by the customer and their needs.

We’ve reorganised our people into cross-functional teams with members from different areas of the business (eg. Sales, Planning and Operations). These new teams are populated according to their alignment with the needs of the customer, and each team’s purpose is to enhance the customer experience by making the journey as easy as possible, every step of the way. Teams collaborate to deliver a seamless customer experience - from finding and partnering with us, to building, planning, and delivering an event.

What this means for you is that instead of working with multiple teams across multiple areas of the business each time you plan an event, you’ll now work with a single team for all your events, regardless of whether it’s an international conference, your end-of-year cocktail party or a monthly board meeting.

The second most notable transformation is a move to more agile, nimble workplace practices. MCEC now operates on a 90-day business cycle, which means that we define, prioritise, achieve, and reflect on our goals and performance indicators every 3 months. This has dramatically increased our ability to adapt and respond to the changing needs of our customers, particularly in the current, constantly shifting post-COVID landscape.

It may seem a little confusing at the outset, but at its heart, the new operating model is simply about formalising good business practices and moving to a more intuitive, human way of working that is far better positioned to answer the needs of our customers quickly and effectively. By reorganising the business to focus on agility and customer experience, we’re building a more responsive, future-ready business and more productive commercial and community partnerships.

If you’re interested in learning more about our business transformation or operational agility, please feel free to get in touch with one of our friendly team members. Or better yet, why not experience the difference first-hand by booking your next event with MCEC today?

Take care,


Melissa Sweetland is the Chief Commercial Officer at MCEC. Melissa has more than 30 years’ experience delivering business transformation in Australia and the UK and is passionate about helping businesses maintain relevance through innovative commercial strategies and solutions.