Membership & Engagement Lead, Community Growth

City of Swan; Perth; On-site; AUD 87,000 - 104,000; Full time

Benefits offered by this job

Leave entitlements

Superannuation 17%

Wellness program

Study assistance

Free parking

Travelsmart allowance

Job summary

City of Swan's Swan Active Ellenbrook centre is seeking a Membership & Engagement Supervisor to lead a friendly front-line team, help members find the right memberships, and create a welcoming, community-focused experience across in-person, phone and online channels.

You will establish customer service procedures, train your staff, promote programs, coordinate room bookings, monitor budgets, and build relationships with clubs and groups to grow participation.

Qualifications

• Demonstrated experience supervising a customer service team.
• Ability to support membership growth and retention through strong relationships.
• Strong communication across ages, abilities and cultural backgrounds.
• Resolve customer concerns and staff issues professionally.
• Experience using customer feedback and performance data to improve services.
• Experience promoting services and creating content across social media.
• Confidence using CRM/POS and centre management systems.
• Solid organisational skills and prioritisation abilities.

Responsibilities

• Lead, roster, coach and develop the customer experience team with clear expectations.
• Develop strategies to support the customer journey, membership growth and retention.
• Build relationships with current and prospective members and community groups.
• Monitor feedback and trends, resolve enquiries and identify service improvements.
• Coordinate room bookings from enquiry to completion with standards.
• Prepare and monitor reception and merchandise budgets and stock.
• Promote programs, create engaging digital content and manage social media interactions.
• Support use of centre management, self-service kiosks, access control and POS.
• Review processes and report performance for continuous improvement.

Skills

Team leadership

Membership growth

Community engagement

Customer service excellence

Social media management

Staff development

Communication skills

Budget management

Education

Certificate IV in Business Administration or Customer Service

Retail or equivalent experience

Tools

CRM systems

POS systems

Centre management systems

Self-service kiosks

Job description

City of Swan's Swan Active Ellenbrook centre is seeking a Membership & Engagement Supervisor to lead a friendly front-line team, help members find the right memberships, and create a welcoming, community-focused experience across in-person, phone and online channels.

You will establish customer service procedures, train your staff, promote programs, coordinate room bookings, monitor budgets, and build relationships with clubs and groups to grow participation.