Centre Manager & Customer Experience Lead

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

Benefits offered by this job

Hybrid work from home arrangements

Health and wellbeing programs

Long Service Leave after 5 years

Flexible work arrangements

Job summary

City of Canada Bay Council is seeking an experienced Centre Manager & Customer Experience Lead to oversee Rhodes Recreation Centre and shape customer experiences across Recreation Services. You will manage a high-performing team, drive membership growth and ensure a professional, responsive service.

The role blends operations leadership with commercial oversight, requiring strong budgeting, data-driven decision making and stakeholder engagement. Flexible, hybrid work is offered.

Qualifications

• Proven leadership in recreation, leisure or fitness management.
• Experience delivering customer experiences and membership growth.
• Strong budgeting, reporting and performance oversight.

Responsibilities

• Lead day-to-day operations of Rhodes Recreation Centre customer experience, gymnastics & fitness teams.
• Inspire and develop a capable team with a culture of accountability and service excellence.
• Drive centre financial and commercial performance, identify growth opportunities.
• Set consistent customer experience standards across Recreation Services.
• Use customer insights to improve satisfaction and retention.
• Introduce new ideas, technologies and partnerships to lift customer experience.

Skills

Leadership

Customer experience

Recreation management

Budgeting

CRM/data driven decisions

Communication

Stakeholder engagement

Driver licence

Education

Tertiary qualifications in recreation/sport/business

Tools

CRM platforms

Data analytics tools

Job description

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 6*** or at *************@canadabay.nsw.gov.au.

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.