Customer Experience Manager

1 day ago

North Ryde, New South Wales, Australia Macquarie University Full time

About Macquarie University Sport and Aquatic Centre

Macquarie University Sport and Aquatic Centre (MUSAC) is a multi-purpose venue designed to cater to the diverse health, fitness, and sporting needs of our members and guests.

We offer an extensive range of facilities, including a 6-lane heated indoor pool, an 8-lane outdoor heated Olympic-sized swimming pool, a fully equipped health club, group and virtual fitness classes, squash courts, gymnastics / aquatics programs, and social sports.

About the Role

We are seeking a highly motivated and experienced Customer Experience Manager to join our team at MUSAC. In this key leadership role, you will play a vital part in enhancing the overall member experience by delivering exceptional service, executing acquisition and retention strategies, and ensuring smooth operations.

Main Responsibilities:

  • Service Excellence: Provide consistent, high-quality service to members and guests, driving acquisition and retention.
  • Sales Strategies: Implement acquisition and retention campaigns to promote membership sales.
  • Process Adherence: Follow established procedures for memberships, point of sale transactions, cash handling, venue hire bookings, and administrative tasks.
  • Operational Support: Assist with rostering, payroll, budget control, on-the-job training, and compliance.
  • Feedback Management: Respond to member and guest feedback constructively to enhance the overall customer experience.

About You

To be successful in this role, you need:

  • Leadership Track Record: Proven success in team leadership, emphasising customer experience and continuous improvement.
  • Front-Line Experience: Extensive background in customer-facing roles.
  • Sales Achievement: Demonstrated ability to meet sales targets, prioritise tasks, and meet deadlines.
  • Interpersonal Skills: Strong communication and collaboration abilities, fostering respectful relationships with staff, students, and stakeholders.
  • Organisational Skills: Excellent attention to detail organisational and effective time management.
  • Tech Proficiency: Proficient in Microsoft Office applications, including database management.

Benefits

  • Complementary Macquarie University Sport & Aquatic Centre gym access.
  • Ongoing education and professional development opportunities.
  • Paid concessional days between Christmas and the New Year.
  • Access to our staff wellbeing program and staff support services.
  • Working on a vibrant parkland campus, with a huge variety of food & beverage outlets, and general practice & hospital amenities.
  • Access to discounted corporate health insurance and employee flu shot program.
  • Staff discounts at Campus Life operated hospitality outlets.
  • Salary sacrifice options.
  • Access to paid parental leave.
  • Full access to Macquarie University library (borrowing, printing, databases).

About Our Salary

The estimated annual salary for this role is around $80,000 - $110,000 AUD, depending on experience.

Diversity and Inclusion

Innovation and ingenuity thrive at Macquarie University when diversity, equity, and inclusion take centre stage. At the University, we embrace a culture where diversity of background, experience, and perspective are fundamental to our success.

We do not discriminate on gender identity, age, culture, disability, sexuality, Indigeneity, family and caring responsibilities or religion.

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