Head of Customer Experience and Marketing

About Aligned Leisure

Aligned Leisure is a 100% owned subsidiary of the Richmond Football Club, established as a vehicle to manage the operations of Richmond's health, fitness and leisure business activities. Supported by the people and business systems of the Richmond Football Club, Aligned Leisure currently operates 53 leisure centres, community stadiums, pools, gyms, skate parks, gymnastics programs, theatres and other facilities throughout Victoria and New South Wales.

At Aligned Leisure, culture is paramount, and we are committed to developing our people in a supportive environment. Connecting to Thrive and Win is about connecting not only with customers, but also about staff connecting with each other with humour and care, through storytelling and authenticity, to build genuine relationships.

We are constantly on the lookout for talented individuals who fit our culture and either wish to learn a new industry or further develop their existing skills. If you have a passion for your local region, a focus on supporting your community and a desire to help us in providing the best level of service, we would love to hear from you.

Child Safety Committment:

Aligned Leisure is committed to the safety of children.  We want all children who attend our facilities and/or are in our care to be safe, happy and empowered.  We are committed to the safety, protection, participation and empowerment of all children by implementing Child Safe Standards and providing a safe and supportive environment for all children.  We make sure that children are not exposed to any form of harmful conduct or abuse and each child is empowered to participate in decisions that affect them and to share any concerns they may have.

KEY RESPONSIBILITIES:

1. Customer Experience

2. Oversight of the overall customer experience in Manningham, including customer charter and service standards.

3. Oversee the development and delivery of customer experience training to all staff.

4. Oversee and support the Customer Expereience Captain in the recruitment, supervision and performance of all Customer Experience staff.

5. Support the coordination staff training, inductions, rosters and other HR processes.

6. Manage all areas within agreed annual budgets.

7. Manage the CRM system, including pricing, products and memberships.

8. Membership and Program Sales

9. Maximise membership, swim school, aquatics, water slide and other revenue items.

10. Implement a customer-centric culture where members, students and their families feel valued and important.

11. Oversee and implement a structured prospect, acquisition and retention strategy.

12. Manage and train staff to generate leads, build rapport, overcome objections and close sales.

13. Implement, oversee, and provide summary reports on sales and retention campaigns.

14. Manage the membership and program payment processes.

15. Direct leadership of the Membership Sales Officers team.

16. Merchandise and Café

17. Coordinate supplier relationships.

18. Oversee and support the Customer Experience and Café Captain manage stock ordering and product levels, minimising loss.

19. Oversee the development and delivery staff training, inductions, rosters and other HR processes.

20. Oversee and support cost control, pricing and profitability margins across all product lines.

21. Oversee and support promotions and sales.

22. Setup and maintain an accurate point of sale system and stock control system.

23. Marketing and Communication Functions

24. Oversee the strategy supporting the marketing and communications function for all facilities.

25. Managing the visitor information services.

26. Assist the Marketing Coordinator in the development and execution of the annual marketing strategy and promotional calendar.

27. Assist the Marketing Coordinator in the development and execution of a local communications plan.

28. Collaboration with Richmond Football Club Marketing, Brand & Communications teams to develop content, strategy and communication plans.

29. Oversight of the annual research plan.

30. Member of the Leadership Team

31. Role model the values, behaviours and service standards, instil this model throughout the organisation and ensure that all new staff understand this expectation.

32. At all times, act in the best interests of Aligned Leisure, Manningham City Council.

33. Outstanding service delivery to all customers and stakeholders

34. Aligned Leisure will be renowned for delivering outstanding service and providing memorable experiences for our customers.  This role will be relentless in identifying opportunities to provide exceptional service and will continuously ask themselves, "How would I want a member of my family to be treated in this situation?"

35. Lead and deliver on our customer charter and service standards.

The Head of Customer Experience & Sales must be available to work a mixture of early morning, daytime, evening and weekend shifts. They may from time to time be required to undertake other tasks as directed by the Leisure Manager.

Essential Qualifications and Experience:

1. Experience in managing a sales team

2. Experience in delivering exceptional customer service

3. Marketing and/or communications experience would be an advantage but not a necessity

4. The position will be subject to relevant pre-employment checks such as a Police Check and must maintain a current working with children check

5. The successful applicant must hold or be willing to attain first aid, CPR and RLSSA Pool Operations qualifications

Personal Attributes:

1. Focused on the customer

2. Strong ability to manage and also work autonomously

3. Understands/enjoys the Leisure Industry and motivated to serve Aligned Leisure

4. Highly organised

5. Disciplined to manage the varied components to this role

6. Relentless in their approach to delivering exceptional service

7. The ability to make strategic decisions as well as execute operational requirements

8. Enjoys selling and developing staff to be able to sell