Customer and Programs Team Leader

Customer and Programs Team Leader

• Lead a passionate team to deliver exceptional customer service and seamless operations across all areas of our newly upgraded Willoughby Leisure Centre
• Drive participation and engagement through innovative programs and a strong focus on community wellbeing
• Salary from $101,201 - $109,098 per annum plus 12% Superannuation

Make a Difference Where You Work

At Willoughby Leisure Centre, you'll play a key role in creating a vibrant, inclusive, and engaging environment where the community comes together to be active, healthy, and connected. As the Customer and Programs Team Leader, your leadership will shape the everyday experiences of our members and visitors ensuring every interaction reflects excellence, care, and community spirit. This is your opportunity to lead a passionate team, deliver programs that inspire participation, and make a lasting impact on the wellbeing of our community.

Why Join Us?

• Lead and inspire
  – Manage a dynamic, multidisciplinary team and shape exceptional customer experiences across our state-of-the-art leisure centre
• Make a real impact
  – Drive programs and initiatives that enhance participation, wellbeing, and community connection
• Grow and innovate
  – Use insights and creativity to continuously improve services in a supportive and collaborative environment

About the Role

As the Customer and Programs Team Leader, you will:

• Lead a multi-disciplinary team across front-of-house, health club, fitness, and café operations, fostering a culture of excellence and collaboration.
• Deliver exceptional customer experiences, ensuring every interaction is welcoming, professional, and aligned with community needs.
• Drive participation and engagement through innovative programs, events, and initiatives that promote health, wellbeing, and community connection.
• Oversee operational and financial performance, including membership systems, budgets, and program outcomes, ensuring efficiency and quality service delivery.
• Use insights to inform continuous improvement, leveraging data and customer feedback to enhance services and grow loyalty.

What You'll Bring:

• Extensive leisure operations experience across health clubs, stadiums, and recreational programs.
• Proven leadership and people management skills, with the ability to motivate, develop, and manage diverse, multi-disciplinary teams.
• Strong program development expertise, delivering initiatives that drive participation, engagement, and customer satisfaction.
• Operational and systems knowledge, including front-of-house, membership, and POS systems, with a focus on efficiency and customer experience.
• Commitment to safety, inclusion, and community engagement, with knowledge of WHS, Food Safety, and Child Safe requirements.

Desirable:

• Certificate 4 in Leadership and Management.
• Knowledge of health and fitness programs, customer service design, and membership acquisition/retention.

How to apply

Visit to apply or learn more including all about the range of benefits on offer at Willoughby.

For more information, contact Alison Murphy on

Applications should address all the key responsibilities outlined in the Position Description. The Position Description (PD) is located in the Job Attachments section of the job listing.

Successful candidates will be required to undertake pre-employment screening, including police, working with children and qualification checks.

Applications close: Sunday, 23 November 2025 at 11.30 pm

Please note recruitment activity may commence before the closing date.

Diversity & Inclusion at Willoughby

We are committed to building a workplace that reflects the diversity of our community – one where everyone feels respected, valued, and supported to contribute fully. We welcome applications from people of all backgrounds, abilities, and identities, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse individuals, LGBTIQA+ communities, veterans, and people of all ages. If you require adjustments during the recruitment process, please let us know.