Customer Experience Management Professional

1 week ago

Melbourne, Victoria, Australia Yarra City Council Full time

About Us:

Yarra City Council is a dynamic and progressive organisation dedicated to making a positive difference in people's lives. We pride ourselves on our inclusive culture, continuous progression, and development of staff.

Our Vision:

We aim to continually improve services to the community, delivering exceptional outcomes that enhance the quality of life for all residents, visitors, and ratepayers.

Job Title: Customer Experience Management Professional

Salary: AU$95,000 - AU$105,000 per annum (dependent on experience)

Key Responsibilities:

  • Drive a constructive culture through exceptional leadership and communication that develops a positive and empowered team.
  • Lead, coach, and monitor the Member Experience team to achieve positive sales and retention outcomes.
  • Enhance the Yarra Leisure member experience via outreach and retention activities.
  • Monitor and evaluate customer feedback to enhance the member experience through continuous improvement.
  • Champion a member-first best practice culture across Yarra Leisure.

About the Role:

This is an exceptional opportunity to join our dynamic leadership team, dedicated to delivering an exceptional member experience as part of the Yarra City Council's Property and Leisure Services. If you thrive in a team that values trust, empathy, and motivation, then this role is tailored for you.

In this role, you will oversee a team of 25+ Member Experience Officers and Membership Services Officers at Yarra Leisure, which predominately operate over 3 sites, Richmond Recreation Centre, Collingwood Leisure Centre, and Fitzroy Swimming pool. As well as Collingwood Estate Gym and Burnley Golf Course.

About You:

To be successful in this role, you will need to possess excellent leadership skills, a strong understanding of customer-centric practices, and the ability to drive cultural change. You will also require strong coaching and mentoring skills to lead, coach, and develop your team members.

What We Offer:

  • A competitive salary range of AU$95,000 - AU$105,000 per annum.
  • A dynamic and collaborative work environment that encourages growth and development.
  • An opportunity to make a positive impact on the community by delivering exceptional member experiences.
  • Ongoing training and professional development opportunities to support your career growth.

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