Experience Manager for Membership and Guest Services

2 weeks ago


Gungahlin, Australian Capital Territory, Australia Belgravia Leisure Full time
About the Role

The Sales & Guest Experience Manager will lead a team of guest experience staff, driving sales growth and delivering exceptional customer service. As a strong people leader, you will be responsible for recruitment, training, and development to meet targets and key performance indicators (KPIs).

You will work closely with the leadership team and stakeholders to develop and execute plans that drive business results.

Key Responsibilities
  • Meet monthly new member and program enrolment targets and associated KPIs.
  • Manage retail budgets and stock control to achieve KPIs.
  • Maintain high Net Promoter Score (NPS) and mystery shop scores in line with Belgravia Leisure's adopted KPIs.
  • Collaborate with the Centre Manager to implement corrective action plans related to meeting membership and program enrolment targets.
  • Set new member and growth targets daily/weekly/monthly in consultation with the Centre Manager.
  • Lead by example by providing exceptional customer-centric experiences in person and over the phone to existing and prospective members and guests.
  • Process memberships and data entry according to company processes.
  • Apply sound cash handling principles and use Point of Sale (POS) systems effectively.
  • Create rosters aligned with business budgets and the four principles of time and attendance.
Requirements
  • National Police Check.
  • Working with Vulnerable People certification.
  • Current CPR Certificate.
  • Current First Aid Certificate (Level 2).
  • Legal working rights in Australia.
Estimated Salary: AU$80,000 - AU$110,000 per annum

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