Join the high-performing leadership team at Yarra Ranges leisure facilities
Lead frontline service delivery, sales and customer experience outcomes
Benefit from free gym membership & further discounts
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 57 leisure centres, community stadiums, pools, gyms, skate parks, gymnastics programs, theatres and other facilities throughout Victoria and New South Wales.
Aligned Leisure is a purpose-driven organisation. Our purpose, connecting to thrive and win, is the reason we exist. Our people are supported and encouraged to deliver on this purpose in their interactions with colleagues and customers. Through this purpose, our people help us enrich communities and ignite connections.
Job Description
About the role
The Customer Experience Captain will support the Head of Customer & Commercial in leading the day-to-day operations of frontline customer service at Monbulk Aquatic Centre. You will provide strong leadership to the Customer Experience team, ensuring exceptional service delivery, timely responses to enquiries and strong conversion of sales opportunities.
As a highly visible, customer-facing leader, you will drive team performance, maintain customer systems and contribute to a positive and engaging experience for all members and guests.
Your responsibilities will include but not be limited to:
Leading and supporting the Customer Experience team to deliver outstanding service aligned with service standards and the customer charter
Coordinating daily operations including rostering, onboarding and on-shift leadership presence
Driving membership sales, enquiry conversions and retention initiatives
Maintaining accurate customer data, CRM systems and debt management processes
Developing and delivering staff training to enhance service quality and team capability
Monitoring performance, quality control and compliance with operational processes
Contributing to leadership outcomes by modelling organisational values and behaviours
Championing outstanding customer service and memorable experiences for all customers
Benefits
Aligned Leisure recognises, rewards and supports our people. By joining our team, you’ll have access to:
Free gym and aquatic membership
Free Richmond Football Club membership + 20% discount at the Roar Store
Discounts at onsite cafés and on swim and gym merchandise
Access to the Play Well employee wellness portal (on-demand workouts, healthy recipes, or wellbeing appointments)
Opportunities for career development through cross-training at other locations and departments
Desired Skills and Experience
About you
To succeed in the Customer Experience Captain role, you’ll need:
Experience leading or supervising a team in a customer service or leisure environment
Demonstrated success in sales, membership growth or customer engagement
A strong customer-first mindset with a passion for delivering exceptional experiences
Excellent communication, organisation and problem-solving skills
Ability to manage competing priorities in a fast-paced environment
A valid First Aid and CPR certification, or willingness to obtain both
In line with our Child Safety Commitment, this position may be subject to pre-employment checks such as a Police Check and must maintain a current Working with Children’s Check or equivalent.
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.
Apply Now!
If you believe this position sounds right for you, please apply now and complete your application before it closes on 30 June 2026.
Aligned Leisure is committed to creating a diverse, inclusive and welcoming workplace. We encourage applications from people of all backgrounds and communities.
