Swim School Customer Experience Manager

Carlile Swim Operations Pty Ltd; City Of Stirling; On-site; AUD 90,000 - 120,000; Full time

Job summary

Carlile Swim Operations Pty Ltd in Western Australia is seeking a Customer Experience Manager to join the leadership team at Karrinyup. This hands-on role leads the Customer Experience team and Pool Deck Supervisors, ensuring exceptional service for families.

You will roster shifts across customer experience, pool deck supervision and swimming lessons, drive enrolments and retention, and foster a safe, positive culture.

Qualifications

• Proven experience leading, coaching and developing customer facing teams.
• Strong customer service skills and confidence managing challenging conversations.
• Experience managing rosters, daily operations and team performance.
• Strong communication, organisation and problem solving skills.
• A Swim Teacher qualification, or willingness to obtain one.

Responsibilities

• Lead, coach and develop the Customer Experience team and Pool Deck Supervisors.
• Create welcoming, positive experiences for swimmers and families.
• Lead by example through rostered shifts across customer experience, pool deck supervision and teaching.
• Oversee enrolments, bookings, administration and customer communication.
• Support swimmer retention, centre growth and strong family relationships.
• Manage team rosters, recruitment, onboarding and performance.
• Champion child safeguarding, workplace safety and a positive team culture.

Skills

Leadership

Customer service

Roster management

Operations management

Communication

Problem solving

Collaboration

Education

Swim Teacher qualification

Job description

Are you a people focused leader who loves creating exceptional customer experiences, developing teams and making a difference in your community?

Carlile Swim is looking for a Customer Experience Manager to join our leadership team at Karrinyup.

This is an opportunity to inspire your team, build meaningful connections with families and help create a welcoming environment where children can become safer, more confident swimmers.

About the Role:

Reporting to the Swim School Manager, you will play a key role in the daily operations and success of the centre.

This is a hands on leadership role where you will lead the Customer Experience team and Pool Deck Supervisors and oversee centre administration. You will also work regular rostered shifts across customer experience, pool deck supervision and swim teaching, leading by example while building a positive, customer focused team culture.

Working closely with the Swim School Manager and Program Manager, you will help drive enrolments, swimmer retention and exceptional family experiences.

In This Role, You Will:

• Lead, coach and develop the Customer Experience team and Pool Deck Supervisors
• Create welcoming, positive experiences for swimmers and families
• Lead by example through rostered shifts across customer experience, pool deck supervision and teaching
• Oversee enrolments, bookings, administration and customer communication
• Support swimmer retention, centre growth and strong family relationships
• Manage team rosters, recruitment, onboarding and performance
• Champion child safeguarding, workplace safety and a positive team culture

About You:

We are looking for a confident, approachable leader who enjoys developing people, building relationships and delivering exceptional customer service.

You will bring

• Proven experience leading, coaching and developing customer facing teams
• Strong customer service skills and confidence managing challenging conversations
• Experience managing rosters, daily operations and team performance
• Strong communication, organisation and problem solving skills
• A proactive, collaborative approach and willingness to work rostered shifts alongside your team
• A Swim Teacher qualification, or willingness to obtain one

Experience within swim schools and aquatics industry will be highly regarded.

About Carlile Swim:

Carlile Swim is Australia's leading swim school, helping children become safer, more confident swimmers for life across our growing national network.

Founded by swimming pioneers Forbes and Ursula Carlile, we have been shaping the learn to swim industry for 80 years through exceptional teaching, innovation and an uncompromising commitment to child safety.

Because swimming is not optional. It is essential.

What We Value:

At Carlile Swim, we lead with PACE — Passionate, All In, Connected and always Evolving. We care deeply, take ownership, work together and keep learning and improving.

Why Join Carlile Swim?

• Lead and develop a team within Australia's leading swim school network
• Make a meaningful difference to children, families and your local community
• Enjoy ongoing professional development, career opportunities and staff benefits

Ready to Make an Impact?

If you are passionate about developing people, creating exceptional customer experiences and helping families feel connected and supported, we would love to hear from you.

Please apply with your resume and cover letter, telling us about your leadership experience and why you are interested in joining Carlile Swim.

Carlile Swim is committed to protecting children and young people from harm. All appointments are subject to appropriate screening and safeguarding requirements.

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Your application will include the following questions:

• Please briefly describe your experience leading or supervising teams, including any responsibility for customer service, rostering or daily operations.
• Please confirm your current Australian working rights.
• If you hold a visa, please specify the visa subclass, expiry date and any work restrictions that apply.
• This is a hands on leadership role that includes customer experience, pool deck supervision and teaching swimming lessons once trained.
• Are you comfortable working across all areas of the role?
• Do you currently hold a Swim Teacher qualification? If yes, please provide details.
• Do you currently hold a valid WA Working with Children Check (WWCC) and CPR certification, or are you willing to obtain these if successful?
• This role includes rostered shifts which may involve early mornings, afternoons, evenings and weekends.
• Please outline any regular availability restrictions you have.
• Why does the Customer Experience Manager role at Carlile Swim feel like the right next step for you?

To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory / salary below minimum wage.

What can I earn as a Customer Experience Manager