Swim School Customer Experience Manager

Carlile-Swim-Operations-Pty-Ltd; Perth; On-site; AUD 95,000 - 130,000; Full time

Job summary

Carlile Swim in Perth is seeking a Customer Experience Manager to lead the CX team at our Karrinyup centre. This hands-on leadership role focuses on delivering exceptional customer experiences for families, coaching staff, and driving enrolments and retention.

Reporting to the Swim School Manager, you will oversee centre administration, rosters, and customer communications, while modelling service excellence and safeguarding practices across the team.

Qualifications

• Proven experience leading, coaching and developing customer facing teams.
• Strong customer service skills and ability to manage challenging conversations.
• Experience managing rosters, daily operations and team performance.
• Willingness to obtain a Swim Teacher qualification if not held.

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

People development

Roster management

Communication

Education

Swim Teacher qualification

Job description

Perth, Western Australia 6000, Australia

Full-time Permanent Mid-level Senior

Posted 23 Oct 2026

Description

Customer Experience Manager

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

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

#CSMC

Company Overview

Carlile Swim is a nationally recognised swim school network with more than 150 years of combined experience and over 30 locations across Australia. Now united under one brand, we are committed to leading the industry and enriching the communities we serve through exceptional swim education and water safety.