Head of Member Experience

Waverley Gymnastics Centre; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Generous salary package

Lead with purpose

Vibrant team culture

Prime location

Job summary

Waverley Gymnastics Centre invites a senior leader to head the Member Experience function, guiding a passionate team to deliver world-class customer service and a seamless member journey. This role focuses on people-first leadership, innovation, and process excellence to enhance the experience for thousands of gymnasts and their families.

The Head of Member Experience will align with the CEO and Operations Manager, shaping strategies, mentoring the team, and driving improvements across

Qualifications

• Experience in senior leadership or head of customer/member experience roles.
• Proven ability to lead a large, service-oriented team.
• Strong communication and stakeholder management skills.

Responsibilities

• Lead and develop the Member Experience team to deliver exceptional service.
• Shape the member journey from inquiry to long-term engagement.
• Drive operational excellence through systems, processes and automation.

Skills

Leadership

Customer Experience

Communication

Process Improvement

Team Building

Tools

CRM systems

Data analytics

Job description

Join Waverley Gymnastics Centre as Head of Member Experience' and lead a passionate team to deliver world-class customer service.

This is a people-first senior leadership role where innovation, process excellence, and exceptional communication will be at the heart of everything you do.

ABOUT US

Waverley Gymnastics Centre (WGC) has a membership base of over 3000 gymnasts and is an industry leader in the Recreational, Pre-school and WAG International streams of gymnastics. We aim to assist each child at our club to reach their full potential through exceptional coaching and programming in a child-safe, fun and professional environment.

Our mission is to enhance lives through gymnastics, by assisting each child to reach their full potential through exceptional coaching and programming in a child-safe, fun and professional environment. To achieve this mission, we have six core values that guide everything we do; Child Centred-Child Safe, Excellence, Respect, Team, Inspire and Integrity.

It is our people that make WGC what it is today, we have a team of 100 staff and strive to create a supportive and motivational work environment where people can thrive both professionally and personally, and in doing so, will bring their best to inspire and support our gymnasts. Child safeguarding is our highest priority, please click here for our child safeguarding commitment statement.

WGC is the only club in Australia to have had gymnasts represent Australia at the last five Olympic games, yet our proudest achievement is the positive impact we have on the thousands of young children and their families in our recreational and junior gym programs by enhancing physical literacy, coordination and confidence.

WHY JOIN US

Generous Salary Package: Enjoy a well-above-award salary for the right candidate.

Lead with Purpose: Step into a leadership role where you will guide a passionate team and shape the member experience journey for thousands of families.

Vibrant Team Culture: Be part of a fun, inclusive team that loves to connect—past social events include Urban Surf, Escape Rooms, The Greatest Race, abseiling, inflatable challenges, scavenger hunts, and more.

Prime Location: Based in Oakleigh, close to major freeways and Chadstone shopping centre for easy access.

Career Growth: Grow and develop your own team, take your leadership to the next level, and become a key influencer in the sporting and customer experience industry.

Great coffee: A workplace that recognises the importance of good coffee – providing a free Barista-quality coffee machine for staff!

A place to recharge: A dedicated staff sanctuary relaxation space, complete with a state-of-the-art massage chair and reading nook for staff to relax and recharge.

Make a Meaningful Impact: Play a vital role in enhancing the lives of young people through gymnastics.

ROLE OVERVIEW

Reporting directly to our CEO and Operations Manager, the Head of Member Experience Manager will play a pivotal role in shaping how our families experience Waverley Gymnastics Centre. This is an exciting senior leadership opportunity to bring our mission of enhancing lives through gymnastics to life, creating a seamless, welcoming and memorable journey for every member, from their first enquiry to becoming a long-term member of the WGC community.

You will lead and develop our Member Experience team, fostering a high-performing culture built on empathy, collaboration and service excellence. Through clear expectations, mentoring and continuous development, you will empower your team to deliver consistently professional, accurate and welcoming interactions that make every family feel valued and supported.

A key focus of the role will be driving operational excellence through the development and refinement of systems, processes and communication. With exceptional attention to detail, you will champion accuracy and consistency across all member touchpoints, identify opportunities to streamline operations, and embrace technology and automation to improve efficiency without losing the personal connection that makes WGC special.

Working closely with Marketing, Operations and Department Leaders, you will use member feedback, data and insights to identify opportunities. You will have the scope to innovate, influence and make a lasting impact on thousands of gymnasts and their families, ensuring every interaction reflects WGC’s values of Child-Centredness, Excellence, Respect, Teamwork, Inspiration and Integrity.

We are looking for someone with a passion for people, member experience and leadership. If you bring strong customer experience skills and a drive to make a difference, we will provide all the gymnastics-specific training you need. This role is ideal for someone from customer experience or in the sports industry who is ready to lead with heart, elevate standards, and create unforgettable member journeys. This senior leadership opportunity will help shape the future of WGC through strategic vision, continuous improvement and initiatives that strengthen and elevate the member experience across the club.

Hours: The preferred arrangement is three days per week from 9:30am–5:30pm and two days from 10:30am–6:30pm (with the option available of swapping a weekday for a weekend day).