Customer Operations Lead — Front of House & Retail

Fitness Cartel Australia & New Zealand; Mackay Regional; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

FREE Diamond Gym Membership

Paid birthday leave

Discounts on supplements, apparel, caf

merse wellness spa

World-class facilities

Job summary

Fitness Cartel Health Clubs is seeking a Customer Operations Manager to lead Front of House and create an exceptional member experience across our clubs. You will oversee Reception, Kids Cartel and retail operations while supporting the Club General Manager to drive operational excellence, customer service, member retention and retail performance.

If you’re passionate about leading people and delivering superior customer experiences, you’ll thrive in a high‑performing team culture in a

Qualifications

• Proven leadership in customer service, retail, hospitality or fitness operations.
• Ability to coach and develop high-performing customer-facing teams.
• Strong commercial mindset with experience driving retail sales and member retention.

Responsibilities

• Lead and develop Reception Team Leader, Reception Team and Kids Cartel team to deliver exceptional service.
• Oversee Front of House, ensuring presentation, cleanliness and member experience.
• Drive retail sales, inventory management and KPI attainment.
• Manage member enquiries, complaints, cancellations and retention initiatives.
• Coordinate recruitment, onboarding, rostering and development of Front of House staff.
• Support Club GM with operational initiatives, reporting and continuous improvement.

Skills

Leadership

Customer service

Retail operations

Staff development

Communication

Problem solving

Organisational skills

Tools

POS systems

Inventory management

Rostering software

CRM

Job description

Fitness Cartel Health Clubs is seeking a Customer Operations Manager to lead Front of House and create an exceptional member experience across our clubs. You will oversee Reception, Kids Cartel and retail operations while supporting the Club General Manager to drive operational excellence, customer service, member retention and retail performance.

If you’re passionate about leading people and delivering superior customer experiences, you’ll thrive in a high‑performing team culture in a