Member Experience Manager — Fitness Club

Total Fusion Morningside; Brisbane; Presencial; AUD 80.000 - 110.000; Jornada completa

Descripción de la vacante

Total Fusion Morningside is hiring a Customer Service Manager to lead the reception team and shape the member experience at our Brisbane club. You will drive service quality across face-to-face interactions, phone inquiries and member engagements, ensuring consistency with Total Fusion’s standards.

You will coach staff, monitor KPIs, and support marketing and events to boost member satisfaction and retention.

Formación

• Experience in customer service leadership or supervisory roles.
• Strong verbal and written communication skills.
• Ability to drive performance using KPIs and data.

Responsabilidades

• Oversee member account management, including follow-ups, cancellations and enquiries, while achieving business targets.
• Lead the reception team through supervision, onboarding, training and development.
• Drive high standards of customer service to meet KPIs for retention and performance.
• Manage incoming calls, resolve enquiries and handle escalations or complaints.
• Maintain premium presentation, cleanliness, stock levels and visual merchandising in reception and café areas.
• Prioritise daily tasks, follow procedures and meet deadlines in a fast-paced environment.
• Support other operational duties to back the team and club performance.
• Contribute to marketing, events and promotional activities across the club.
• Assist with succession planning at all levels within the club.

Conocimientos

Leadership

Communication

KPI driven

Problem solving

Interpersonal skills

Active listening

Empathy

Career development

Descripción del empleo

Total Fusion Morningside is hiring a Customer Service Manager to lead the reception team and shape the member experience at our Brisbane club. You will drive service quality across face-to-face interactions, phone inquiries and member engagements, ensuring consistency with Total Fusion’s standards.

You will coach staff, monitor KPIs, and support marketing and events to boost member satisfaction and retention.