Member Experience Manager

Manly Warringah Gymnastics Club; Sydney; On-site; AUD 26,000 - 34,000; Part time

Job summary

Manly Gymnastics is seeking a dedicated Member Experience Manager to lead the front-line team and shape the member journey across enquiry, trial, enrolment and ongoing support.

This part-time role focuses on delivering a warm, professional experience, rostering coverage, and driving improvements with new technology and automation. You will collaborate with the CEO and Operations to refine processes and rise to the challenge of growing the club’s member relationships.

Qualifications

• Experience leading a Member Experience team
• Strong communication and problem-solving
• Comfort with technology, automation and AI
• Familiarity with member enrollment and enquiry handling

Responsibilities

• Lead and develop the casual Member Experience team
• Rostering and coverage for Member Experience
• Manage enquiries, member issues and trial-to-enrolment processes
• Ensure warm, helpful and professional member journeys across channels
• Collaborate with CEO and Operations to improve systems and processes
• Monitor performance metrics and drive improvements across the member journey

Skills

People leadership

Customer experience

Communication

Technology savvy

Tools

iClassPro

Job description

Manly Warringah Gymnastics Club – Cromer NSW

Member Experience Manager – Permanent Part-Time

18–20 hours per week | Manly Gymnastics | Northern Beaches

Lead the team that sits at the heart of our member experience.

We’re looking for an exceptional people leader to join Manly Gymnastics as our Member Experience Manager.

This is much more than managing a front desk.

You’ll lead the team responsible for how thousands of interactions with our families feel — from someone’s first enquiry and trial through to enrolments, accounts, questions, problem-solving and their ongoing relationship with our Club.

We have already made significant changes to the way Member Experience operates, introducing new technology, systems, automation and AI. We’re now looking for someone who can take that foundation and continue to make it better.

The role

As Member Experience Manager, you’ll take ownership of the day-to-day performance of our Member Experience function.

You’ll lead and develop our casual Member Experience team, manage rostering and coverage, oversee enquiries and member issues, drive our trial-to-member process, and ensure our families consistently receive a warm, helpful and professional experience.

You’ll also work closely with our CEO and Operations team to continually improve the systems and processes behind the member journey.

We want someone who doesn’t just identify a problem — they own it through to resolution.

You’ll be responsible for:

• Leading, supporting and developing the Member Experience team

• Creating a consistently outstanding experience for members and prospective families

• Rostering and ensuring appropriate Member Experience coverage

• Driving trial follow-up, enrolment and member conversion processes

• Managing more complex member enquiries and escalations

• Maintaining strong standards across phone, email and face-to-face communication

• Monitoring team performance and key Member Experience metrics

• Training and onboarding team members

• Ensuring our systems and processes are being used effectively

• Identifying opportunities to improve efficiency through technology, automation and AI

• Working collaboratively with our gymnastics and operations teams

• Building a culture where our first question is: “How can we help?”

Who we’re looking for

You could come from customer experience, hospitality, retail, membership, recreation, administration or another service-led environment.

We’re less concerned about gymnastics experience than we are about finding someone who can lead people and take ownership.

You’ll ideally be someone who is warm and approachable but also comfortable setting expectations and holding people accountable. You communicate clearly, follow things through, enjoy improving systems and aren’t afraid to make decisions.

You should also be confident with technology. We use iClassPro as our core gymnastics management platform and are continuing to explore how automation and AI can improve the experience for both our members and our team.

Hours

This is a permanent part-time position of approximately 18–20 hours per week.

We’re looking for someone who can provide consistent leadership across our Member Experience function while still enjoying the flexibility of a part-time role. Exact days and hours can be discussed with the successful candidate.

The opportunity

Manly Gymnastics is entering an exciting period of growth and change. This role has the opportunity to genuinely influence how our Member Experience function develops as the organisation grows.

You’ll work closely with our CEO, have the ability to bring forward ideas and challenge how we currently do things, and have genuine ownership over improving the member journey.

About Manly Gymnastics

We’re a not-for-profit community gymnastics club on Sydney’s Northern Beaches, delivering programs from early childhood and recreational gymnastics through to competitive and international pathways.

Our purpose is:

To provide kids the tools to become Happy, Healthy and Responsible Adults.

If you’re a people-first leader who loves building great teams, improving systems and creating exceptional customer experiences, we’d love to hear from you.