Swim School Customer Experience Manager - North Lakes

RGIT Australia; City of Brisbane; On-site; AUD 70,000 - 100,000; Full time

Job summary

Carlile Swim North Lakes is seeking a Customer Experience Manager to join our leadership team. You will lead a high-performing CX team, support Pool Deck Supervisors, and help ensure exceptional experiences for every family across the centre's programs.

You will work closely with the Swim School Manager and Program Manager to balance day-to-day operations, teaching shifts, and customer journey improvements, fostering a care-driven, compliant culture.

Qualifications

• Proven ability to lead and develop teams delivering high-quality customer experiences.
• Experience in managing front-of-house/customer-facing operations.
• Commitment to child safety and safe workplace practices.

Responsibilities

• Recruit, train and mentor Customer Experience team members and Pool Deck Supervisors
• Conduct performance reviews and support team development
• Manage team rosters and staffing to support operational efficiency
• Work regular operational shifts across customer experience, pool deck supervision and teaching, leading by example within the program
• Monitor customer service standards and deliver ongoing team training

Skills

People leadership

Customer experience

Operational excellence

Team development

Staff rostering

Job description

Swim School Customer Experience Manager - North Lakes

Swim School Customer Experience Manager - North Lakes

People leadership | Family experience | Centre operations

Love Leading People and Creating Great Experiences?

We're looking for a Customer Experience Manager to join our North Lakes leadership team.

If you're a people-focused leader who enjoys developing teams, creating exceptional customer experiences and getting involved in the day-to-day operation of a centre, this could be a great next step.

About Carlile Swim:

At Carlile Swim, we believe every child should learn to swim well. As Australia’s leading swim school, we deliver millions of lessons each year across a growing national network, helping children become safer, more confident swimmers for life.

Founded by Forbes and Ursula Carlile, Carlile Swim pioneered the learn-to-swim industry in Australia and has been shaping it for 80 years. They established Australia’s first commercial swim school and set the standard for teaching methods, innovation and an uncompromising commitment to child safety that continues today.

The Opportunity:

With guidance from the Swim School Manager, you will help lead and strengthen a high-performing Customer Experience team within a busy centre environment.

You’ll play a key role in shaping the customer journey and maintaining the high service standards Carlile Swim is known for, ensuring every family experiences care, professionalism and efficiency throughout their swimming journey.

The Role & You:

You are a dynamic, people-focused leader with a genuine passion for customer experience and operational excellence.

Reporting directly to the Swim School Manager, you’ll oversee customer experience delivery across the school and work closely with the Program Manager to support smooth day-to-day operations and a unified leadership approach.

This is a hands-on leadership role where you’ll lead the Customer Experience team, support Pool Deck Supervisors, manage administration and work actively within the program across customer experience, pool deck supervision and teaching shifts, while fostering a strong, customer-focused culture within the centre.

What Carlile Expects from You:

• A strong sense of purpose, understanding that what you do truly matters
• A commitment to creating value for families who trust Carlile with their children
• A leadership style that is caring, supportive and inclusive
• A collaborative mindset and willingness to contribute to team success
• Respect and integrity in everything you do, with child safety at the centre of decisions
• A willingness to innovate and embrace new ideas as we continue to evolve

Key Responsibilities:

• Recruit, train and mentor Customer Experience team members and Pool Deck Supervisors
• Conduct performance reviews and support team development
• Manage team rosters and staffing to support operational efficiency
• Work regular operational shifts across customer experience, pool deck supervision and teaching, leading by example within the program
• Monitor customer service standards and deliver ongoing team training