Swim School Customer Experience Manager

Customer Experience Manager – Aquatic Achievers Swim School

Wavell Heights, QLD

Full Time

Join Australia's most respected swim school network

About Us

Be part of an exciting transformation as we integrate three of Australia's most respected swim schools—Aquatic Achievers, Carlile Swimming, and Kirby Swim. With a combined history of over 150 years, our group is committed to leading the industry and enriching the communities we serve across more than 30 centres nationwide.

This transformation creates an incredible opportunity to strengthen collaboration, share knowledge, and amplify the positive impact we have on families and future generations.

About the Role

We are seeking a Customer Experience Manager (CXM) to join our Wavell Heights Swim Centre leadership team and play a pivotal role in delivering outstanding customer service for our swim programs. Reporting directly to the Swim Centre Manager, you will work closely with the Program Manager (PM) to drive program success, mentor staff, and ensure seamless operations.

In this hands-on leadership role, you will oversee customer service delivery, support the development of Customer Experience and Pool Deck Supervisor teams, and manage day-to-day operations to ensure an exceptional experience for students, families, and staff.

Key Responsibilities

• Collaborate with support functions to recruit, train, and mentor Customer Experience (CX) team members and Pool Deck Supervisors, ensuring professional growth and adherence to high standards.

• Conduct performance evaluations and address issues effectively to maintain a capable and motivated team.

• Manage CX rosters and shift schedules to ensure operational efficiency and adequate staffing.

• Actively complete on-shift time (as per guidelines set by Area Leads) in centre roles so to both lead by example and identify opportunities for improvement through firsthand experiences.

• Monitor customer service delivery and provide feedback to align with company standards and organisational goals.

• Complete daily, weekly and monthly office management tasks such as financial reconciliation, banking, stock ordering and stock takes.

• Oversee all incoming communications to ensure timely and accurate responses to promote bookings and action customer requests.

• Foster a safe, inclusive, and supportive environment by ensuring compliance with WHS, child protection, and safety standards.

• Partner with the Swim Centre Manager to optimise processes, improve booking efficiency, and resolve operational challenges.

What We're Looking For

We are seeking a dynamic leader with a passion for swim education, customer service, and operational excellence.

Skills & Qualifications

• Education: Swim teaching certification (or willingness to obtain), CPR, First Aid and WWCC.

• Experience: Proven success in supervising and managing customer experience teams, including scheduling, performance reviews, and staff development. Strong track record in operational management and workplace administration.

• Technical Skills: Familiarity with operational and scheduling systems.

• Soft Skills: Strong communication, leadership, and mentoring abilities. Sound knowledge of child safeguarding and WHS standards.

Why Join Us?

• Be part of a legacy of swim education excellence with over 150 years of combined expertise.

• Make a real difference in local communities by shaping future generations through high-quality programs.

• Join a supportive and collaborative team in a role that combines leadership, mentorship, and operational impact.

• Access ongoing opportunities for professional development and career progression within a growing organisation.

Ready to Make a Splash?

If you are passionate about leading high-quality swim programs and empowering others, apply now to join our team.

We are committed to protecting children and young people from harm. All applicants will be required to undergo appropriate screening prior to appointment. We also provide training and resources to ensure every team member understands and upholds our approach to safeguarding.