Multi-Site CX Lead – Membership & Front Desk

AUSactive; Melbourne; Vor Ort; AUD 87.000 - 107.000; Vollzeit

Zusammenfassung

Yarra Leisure is seeking a Customer Experience Team Leader to champion service excellence across Richmond Recreation Centre, Fitzroy Pool, Collingwood Leisure Centre and other facilities.

You will lead, coach and inspire our Customer Service and Membership Officers, oversee day-to-day reception operations, drive membership sales and retention, and manage rosters within budget to serve nearly one million annual visitors.

Qualifikationen

• Proven experience leading reception, customer service, or membership teams across multiple sites.
• Demonstrated ability to coach, roster, and develop diverse teams while meeting targets.
• High-level communication and conflict-resolution skills for complex escalations.
• Solid understanding of cash reconciliation, POS systems, and leisure management/CRM platforms.
• Relevant tertiary qualification or substantial industry experience.

Aufgaben

• Lead & Mentor: Oversee performance, recruitment, onboarding, and development of reception and membership teams across multiple sites.
• Drive Service & Sales Excellence: Supervise membership sales/retention, address escalated enquiries with empathy, support retail operations.
• Rostering & Operations: Build efficient rosters aligned with demand and budget while ensuring compliance.
• Continuous Improvement: Use feedback to refine service workflows and training.
• Collaborative Communications: Coordinate customer communications with council initiatives and campaigns.

Kenntnisse

Leadership of reception, customer or会员

Coaching, rostering & development

Communication & conflict resolution

Cash handling & POS

CRM or leisure management experience

Ausbildung

Relevant tertiary qualification or equivalent

Tools

CRM platforms

Jobbeschreibung

Yarra Leisure is seeking a Customer Experience Team Leader to champion service excellence across Richmond Recreation Centre, Fitzroy Pool, Collingwood Leisure Centre and other facilities.

You will lead, coach and inspire our Customer Service and Membership Officers, oversee day-to-day reception operations, drive membership sales and retention, and manage rosters within budget to serve nearly one million annual visitors.