Member Experience Leader – Community & Front Desk

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

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.