Multi-Site Customer Experience Leader – Leisure & Fitness

Yarra City Council; Melbourne; On-site; AUD 87,000 - 107,000; Full time

Job summary

Yarra City Council is seeking a Customer Experience Team Leader to drive service excellence across Richmond Recreation Centre, Fitzroy Pool, Collingwood Leisure Centre and more. You will lead reception and membership teams, coach staff, and manage rosters and budgets to ensure outstanding visitor experiences.

You will champion customer service, support sales, and align front-desk processes with council initiatives.

Qualifications

• Experience leading reception, customer service, or membership teams.
• Ability to coach, roster, and develop diverse teams while meeting targets.
• Strong communication and conflict-resolution skills.

Responsibilities

• Lead and mentor reception and membership teams across multiple sites.
• Drive membership sales and retention, and support retail operations.
• Build and maintain efficient staff rosters aligned with budget targets.
• Refine service workflows using feedback and system data, and train frontline staff.
• Coordinate customer communications with council initiatives, safety protocols, and campaigns.

Skills

People leadership

Customer service excellence

Multi-site coordination

Roster management

Budget management

Education

Tertiary qualification or equivalent

Tools

Leisure management systems

CRM platforms

Point-of-sale systems

Job description

Yarra City Council is seeking a Customer Experience Team Leader to drive service excellence across Richmond Recreation Centre, Fitzroy Pool, Collingwood Leisure Centre and more. You will lead reception and membership teams, coach staff, and manage rosters and budgets to ensure outstanding visitor experiences.

You will champion customer service, support sales, and align front-desk processes with council initiatives.