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 Commitment:
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.
Job Description
Our values aware, disciplined, relentless and united guide everything we do.
This is an opportunity to make a genuine impact while working alongside passionate and values-driven people.
We are seeking a passionate and commercially minded leader to drive membership growth, customer engagement and service excellence accross Nillumbik Leisure facilities. This exciting leadership opportunity combines strategy, people leadership and community impact, helping deliver exceptional experiences that connect communities to thrive and win.
You will play a key leadership role in shaping how our communities connect with our services, ensuring every customer interaction reflects our commitment to exceptional service and memorable experiences.
About the Role
Reporting to the Leisure Manager, the Head of Customer Experience, Sales & Marketing will lead and oversee:
Customer experience strategy and service standards
Membership, aquatics and program sales growth
Sales and retention campaigns
Marketing and communications initiatives
Merchandise and café operations
CRM management and customer engagement systems
Leadership and development of customer experience and sales teams
This role requires a leader who can think strategically while remaining hands-on in operational delivery, building strong team culture and driving commercial outcomes.
Desired Skills and Experience
You are a passionate and motivated leader who thrives in a fast-paced environment and enjoys creating outstanding customer experiences.
You will bring:
Proven experience leading sales and customer service teams
A strong ability to build relationships and inspire teams
Commercial acumen with a customer-first mindset
Exceptional communication and organisational skills
A relentless approach to service excellence
Experience within leisure, fitness, hospitality or community environments will be highly regarded
Marketing and communications experience is advantageous, but not essential.
If you are ready to lead customer experience and commercial growth in a community-focused organisation, we would love to hear from you.
To apply, please submit your resume and cover letter outlining your experience and suitability for the role.
