Centre Manager & Customer Experience Lead

City of Canada Bay; Sydney; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Hybrid work from home

Supportive team

Long service leave

Health & wellbeing

Wellness programs

Job summary

City of Canada Bay is seeking an experienced recreation leader to join our Recreation Services team as Centre Manager & Customer Experience Lead. You will oversee Rhodes Recreation Centre operations, drive customer experience, grow participation, and lead a high‑performing team.

You will bring five years of leadership in recreation or fitness, strong budgeting and data‑driven decision making, and excellent stakeholder engagement.

Qualifications

• Relevant tertiary qualifications in recreation, sport, business or a related discipline, or equivalent experience.
• At least five years’ leadership experience in recreation, leisure, fitness or community centre management.
• Demonstrated success in service delivery, membership growth and retention.
• Strong business acumen, including budgeting, financial oversight and performance reporting.
• Confidence using business systems, CRM platforms and data to drive decisions.
• Excellent communication and stakeholder engagement skills, and sound knowledge of work health and safety and risk management.
• Current Class C Driver Licence.
• Current First Aid and CPR Certification.
• A Current Working with Children Check.

Responsibilities

• Lead the day-to-day operations of Rhodes Recreation Centre’s customer experience, gymnastics & fitness team, ensuring safe, efficient and customer-focused service delivery.
• Inspire and develop a capable, engaged team, fostering a culture of accountability and service excellence.
• Drive the centre’s financial and commercial performance, identifying opportunities for growth and improvement.
• Set consistent customer experience standards, systems and frameworks across Recreation Services.
• Use customer insights and data to improve satisfaction, membership growth and retention.
• Bring forward new ideas, technologies and partnerships that lift the customer experience.

Skills

Leadership

Customer experience

Budgeting

CRM systems

Data analysis

Stakeholder engagement

Education

Recreation/Business degree

Equivalent experience

Tools

CRM platforms

Finance software

Microsoft Excel

Job description

• Lead the operations of Rhodes Recreation Centre and Customer Experience across Recreation Services
• Key operational leadership role reporting to the Manager, Recreation Services

The City of Canada Bay is a thriving and diverse community, surrounded by the beautiful bays of Sydney Harbour and renowned for its parklands, cycle paths and walkways. Our values underpin how we operate:

We act with integrity | We empower our people | We are respectful | We work together | We innovate.

About the opportunity

The City of Canada Bay is seeking an experienced, customer-focused recreation leader to join our Recreation Services team as Centre Manager & Customer Experience Lead.

This is a key operational leadership role with a dual focus delivering a broad range of services in customer experience, recreational gymnastics and fitness: leading the operations and performance of Rhodes Recreation Centre (RRC) and setting the direction for Customer Experience across Recreation Services.

Reporting to the Manager, Recreation Services, you will lead a high-performing team, grow membership and participation, and ensure every customer receives a professional, responsive and high-quality experience.

Key responsibilities

As Centre Manager & Customer Experience Lead, you will:

• Lead the day-to-day operations of RRC’s customer experience, gymnastics & fitness team, ensuring safe, efficient and customer-focused service delivery.
• Inspire and develop a capable, engaged team, fostering a culture of accountability and service excellence.
• Drive the centre’s financial and commercial performance, identifying opportunities for growth and improvement.
• Set consistent customer experience standards, systems and frameworks across Recreation Services.
• Use customer insights and data to improve satisfaction, membership growth and retention.
• Bring forward new ideas, technologies and partnerships that lift the customer experience.

About you

You are an experienced leader with a background in recreation, leisure or fitness, who combines strong operational and commercial skills with a genuine passion for delivering outstanding customer experiences.

To be successful in this role, you will bring:

• Relevant tertiary qualifications in recreation, sport, business or a related discipline, or equivalent experience.
• At least five years’ leadership experience in recreation, leisure, fitness or community centre management.
• Demonstrated success in service delivery, membership growth and retention.
• Strong business acumen, including budgeting, financial oversight and performance reporting.
• Confidence using business systems, CRM platforms and data to drive decisions.
• Excellent communication and stakeholder engagement skills, and sound knowledge of work health and safety and risk management.
• Current Class C Driver Licence.
• Current First Aid and CPR Certification.
• A Current Working with Children Check.

What’s on offer

The City of Canada Bay also offers a range of benefits, including:

• A range of flexible work arrangements including hybrid work from home arrangements
• A supportive, energetic, and passionate team
• Significant leave benefits, including sick/personal leave and access to Long Service Leave after 5 years.
• Health and wellbeing programs, including Yoga classes, Fitness Passport, Flu vaccinations and Skin Cancer Checks.
• And much, much more!

Want to know more?

Further information about the role and its requirements is available in the attached Position Description.

For a confidential discussion about the opportunity, please contact Jason Grenade, Project Director – Recreation, on 02 9911 6406 or at [e-mail].

If you have any accessibility requirements, please contact Grace Aberin on 02 9121 0238 or via email at [e-mail] to discuss how we can support you through the recruitment process.

The City of Canada Bay Council is a Child Safe Organisation that recognises and advocates for the rights of children and young people and is committed to providing a safe workplace.

The City of Canada Bay Council is an Equal Employment Opportunity Employer committed to maintaining, growing and supporting a diverse, respectful, collaborative and inclusive workplace.

We welcome and encourage applications from people of diverse backgrounds and ages, including Aboriginal and Torres Strait Islander peoples, LGBTIQA+ people, people with disability and people from other diverse communities.

Formal offers of employment are subject to standard Council pre-employment checks, including medical and other background checks.