Head of Member Experience – Lead a World‑Class Team

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

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