Member Experience Manager

Location: Jindalee Fitness, Brisbane

Reports To: General Manager

Direct Reports:

• 2 x Sales Consultants
• Sales & Marketing Coordinator
• Reception/Member Engagement Team

Position Overview

The Member Experience Manager is responsible for enhancing the overall experience of Jindalee Fitness members. This role focuses on ensuring high levels of member satisfaction, retention, and engagement through effective management of staff, programming, and communication strategies. The Member Experience Manager will lead a dedicated team to create a welcoming and supportive environment that fosters community and promotes health and fitness.

Key Responsibilities

1. Member Experience Management

2. Develop and implement strategies to enhance member satisfaction and engagement.

3. Monitor member feedback and identify areas for improvement to optimize the member journey.

4. Create and oversee programs and events that promote community engagement.

5. Team Leadership

6. Lead, manage, and support the Sales Consultants, Sales & Marketing Coordinator, and Reception/Member Engagement Team.

7. Provide training and development opportunities to ensure team members excel in their roles.

8. Foster a positive, motivated, and collaborative team culture.

9. Sales and Marketing Oversight

10. Collaborate with the Sales & Marketing Coordinator to ensure effective marketing campaigns and promotions that drive member acquisition and retention.

11. Analyze membership sales data and trends to inform strategic decisions.

12. Support the development of sales training materials and processes for the sales team.

13. Member Communication

14. Establish and maintain effective communication channels with members, including newsletters, social media, and in-gym signage.

15. Ensure timely and relevant communication regarding promotions, events, and member benefits.

16. Operational Excellence

17. Oversee the daily operations of the reception and member engagement team to ensure high standards of service.

18. Collaborate with the General Manager to develop and manage budgets related to member experience initiatives.

19. Maintain compliance with health and safety regulations and gym policies.

20. Community Engagement

21. Represent Jindalee Fitness within the community and promote partnerships with local organizations.

22. Organize community events, workshops, and fitness challenges to encourage participation and promote a healthy lifestyle.

Qualifications and Skills

• Education: Bachelor's degree in Business Administration, Sports Management, or related field preferred.

• Experience:

• Minimum of 3-5 years of experience in a customer service or member engagement role, preferably in the fitness industry.

• Proven leadership experience managing teams.
• Leadership experience specifically within the fitness industry is required.

• Skills:

• Strong communication and interpersonal skills, with the ability to engage effectively with diverse groups.

• Excellent organizational and time-management skills.
• Proficiency in using CRM software and Microsoft Office Suite.
• Experience with fitness-specific CRM software is required.
• Ability to analyze data and make informed decisions.

Key Competencies

• Customer Focus: Dedicated to meeting the needs of members and creating a positive experience.
• Leadership: Inspires and motivates team members to achieve high performance.
• Problem Solving: Proactively identifies issues and implements effective solutions.
• Initiative: Takes charge of projects and drives initiatives to enhance member experience.

Application Process

Interested candidates should submit their resume and a cover letter outlining their qualifications and experience relevant to the role. Applications can be sent to

Australian work authorisation is required for this position.

Jindalee Fitness is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.