Customer Success Manager

Bluefit; Melton; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Membership and health club access

Job summary

BlueFit is seeking a Customer Success Manager at Melton Waves to lead the member journey across our aquatic and health facilities. You’ll drive service excellence on the ground and partner with venue teams to elevate every member experience.

Reporting to the Venue Manager, you’ll own onboarding, retention initiatives and feedback actions, while coaching a friendly reception team and driving a welcoming community atmosphere. Candidates with WWCC, First Aid/CPR, and Police checks are preferred.

Qualifications

• Proven experience in customer success, front-of-house management, hospitality, or recreation facility operations.
• Ability to motivate, lead and develop a customer-focused team.
• Excellent interpersonal skills and professional handling of complex customer situations.
• Comfortable navigating CRM databases and reporting tools.

Responsibilities

• Lead the customer experience strategy on the ground and ensure an exceptional member journey.
• Coach, mentor, and roster reception and customer service teams for high-quality service.
• Drive member activation, retention initiatives and community events.
• Track feedback, retention metrics and service standards using facility systems.
• Collaborate with venue leadership, swim school and fitness teams for seamless delivery.

Skills

Customer Experience

Front-of-House Leadership

People Leadership

Communication Skills

Tech-Savvy

Education

First Aid & CPR

Working with Children Check (WWCC)

National Police Check

Tools

CRM software

Leisure management software

Reporting tools

Job description

Are you a customer experience leader who thrives on building community connections, leading front-of-house teams, and driving member satisfaction?

At BlueFit, we believe local leisure facilities are the heart of every community. We are looking for an energetic and proactive Customer Success Managerto join our team at Melton Waves, leading the member journey and driving service excellence across our aquatic and health facilities.

What You’ll Be Doing

Reporting to the Venue Manager, you will lead the customer experience strategy on the ground—ensuring every member and visitor receives an exceptional experience from day one.

• Customer Experience & Retention: Lead member onboarding, manage retention initiatives, and resolve feedback with empathy and efficiency.
• Front-of-House Leadership: Coach, mentor, and roster our reception and customer service team to deliver high-quality, friendly service.
• Community Engagement: Create an inclusive, welcoming atmosphere across the facility, driving member activation's and community events.
• Systems & Reporting: Track member feedback, retention metrics, and service standards using our facility management systems.
• Stakeholder Collaboration: Partner with venue leadership, swim school, and fitness teams to ensure seamless service delivery.

What We’re Looking For

• Proven Experience: Background in customer success, front-of-house management, hospitality, or recreation facility operations.
• People Leader: Demonstrated ability to motivate, lead, and develop a customer-focused team.
• Communication Skills: Excellent interpersonal skills with the ability to handle complex customer situations with professionalism and care.
• Tech-Savvy: Comfortable navigating CRM databases, leisure management software, and reporting tools.
• Qualifications: Current First Aid & CPR certificates, Working with Children Check (WWCC), and National Police Check (or willingness to obtain).

Why You’ll Love BlueFit

• Perks: Membership and health club access across BlueFit facilities.
• Growth: Access to structured training and career progression pathways within our national network.
• Culture: Join a down-to-earth, supportive team dedicated to making a positive community impact every day.

Our Commitment to Child Safety

All children and young people have the right to be safe and feel safe. It is our commitment at BlueFit that the safety, wellbeing, and empowerment of children and young people is supported across all of our facilities and services.

As part of our recruitment process, all candidates will undergo appropriate background screening, including reference checks, background checks, and a Working with Children Check.