Premium Wellness Customer Experience Manager

Total Fusion Newstead; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Complimentary membership with access

Staff discounts across spa and beauty

Friends & family complimentary 12+ mos

Career development opportunities

Direct mentorship with senior leaders

Job summary

TotalFusion Newstead is looking for a confident Customer Service Manager to oversee premium member experiences at reception and to drive the administrative and operational functions that power our flagship wellness destination.

You will lead a high-touch team, manage rostering and memberships, resolve member feedback, and collaborate with spa, studios, and gym teams to ensure cleanliness, service standards, and a consistently stellar TotalFusion Platinum experience.

Qualifications

• 2+ years in a leadership role within customer service, hospitality, wellness or premium fitness.
• Ability to manage operational systems and lead a large team under pressure.
• Excellent communication and presentation skills with a passion for people.

Responsibilities

• Lead the reception and customer service team to deliver high-touch service.
• Manage administrative functions behind the scenes: contracts, memberships, holds, saves, and feedback logs.
• Own reception rostering, coverage, and daily team tasking.
• Collaborate with spa, studios, gym, and shared spaces to meet cleanliness and service standards.
• Support execution of club campaigns, events, and promotional activations.
• Lead recruitment, onboarding, and performance reviews with development focus.

Skills

Leadership experience

Customer service excellence

People management

Communication skills

Job description

TotalFusion Newstead is looking for a confident Customer Service Manager to oversee premium member experiences at reception and to drive the administrative and operational functions that power our flagship wellness destination.

You will lead a high-touch team, manage rostering and memberships, resolve member feedback, and collaborate with spa, studios, and gym teams to ensure cleanliness, service standards, and a consistently stellar TotalFusion Platinum experience.