Customer Operations Manager - Mackay

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

Join the Cartel!

At Fitness Cartel Health Clubs, we're more than just a gym—we're one of Australia's fastest-growing health and wellness brands, with ambitious plans to expand to 60+ clubs by 2030. Our state-of-the-art facilities include Reformer Pilates, Cycle Studios, cafés, crèche, saunas and premium training spaces, creating an environment where our members—and our people—can thrive.

Why You'll Love Working With Us

Career Growth

• Genuine career progression through our Future Leaders Program.
• Ongoing training, leadership development and mentoring.
• Opportunities to progress into Club General Manager and beyond.

Perks

• FREE Diamond Gym Membership.
• Paid birthday leave - celebrate your day on us!
• Discounts on supplements, apparel, café products and Merse Wellness Spa.
• Work in world-class facilities with an energetic, supportive team culture.

The Role

We're looking for an experienced and energetic Customer Operations Manager to lead our Front of House operations and create an exceptional experience for every member who walks through our doors.

This is a hands‑on leadership role where you'll 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, delivering exceptional service and creating a high‑performing team culture, we'd love to hear from you.

Key Responsibilities

• Lead and develop the Reception Team Leader, Reception Team and Kids Cartel team, driving exceptional customer service and team performance.
• Oversee Front of House operations, ensuring outstanding presentation, cleanliness and an exceptional member experience.
• Drive retail sales performance, inventory management and daily retail KPI achievement.
• Manage member enquiries, complaints, cancellations, overdue accounts and retention initiatives with professionalism and care.
• Coordinate recruitment, onboarding, rostering and ongoing development of Reception and Kids Cartel team members.
• Support the Club General Manager with operational initiatives, reporting and continuous improvement across the club.

What You'll Need to Succeed

• Previous leadership experience in customer service, retail, hospitality, fitness or operations, ideally within a KPI-driven environment.
• Proven ability to lead, coach and develop high-performing customer-facing teams.
• Strong commercial mindset with experience driving retail sales, member retention and operational performance.
• Outstanding communication, problem-solving and conflict resolution skills with a genuine passion for customer experience.
• Highly organised, proactive and confident using multiple systems while managing competing priorities.
• Current First Aid & CPR Certificate (or willingness to obtain) and Australian working rights.

About Fitness Cartel

Fitness Cartel Health Clubs is redefining the fitness industry by creating premium clubs that combine world‑class facilities with an exceptional member experience.

Driven by our values of Family, Community and Ambition, we're committed to helping our members achieve their goals while creating rewarding careers for our team. As we continue our rapid national expansion, there's never been a better time to join the Cartel.

Ready to Join the Cartel?

If you're an inspiring leader who thrives on delivering exceptional customer experiences and building high‑performing teams, we'd love to hear from you.

Please note:

Only shortlisted candidates will be contacted. No recruitment agencies, please.