Lead a high-performing customer experience team in a fast-paced leisure environment
Drive exceptional customer service, membership growth and retention outcomes
Benefit from free gym membership, Richmond Football Club membership and further employee 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
We are seeking a passionate and customer-focused leader to join our team as a full-time permanent Customer Experience Captain.
You will support the day-to-day operations of the Customer Experience department while providing leadership, coaching and direction to frontline customer service professionals. You will play a key role in creating memorable customer experiences, supporting membership growth, driving retention initiatives and ensuring our service standards are consistently delivered.
This role is ideal for a motivated leader who thrives on building team capability, achieving sales outcomes and creating positive experiences for every customer who walks through our doors.
Your responsibilities will include, but not be limited to:
Leading and supporting the Customer Experience Team through visible, hands-on leadership.
Delivering exceptional customer service in line with Aligned Leisure's Customer Charter and Service Standards.
Assisting with recruitment, onboarding, rostering and ongoing development of Customer Experience team members.
Delivering customer service training and coaching to enhance team capability.
Supporting membership sales, customer acquisition and retention initiatives.
Monitoring department performance and driving achievement of key service and sales KPIs.
Maintaining the integrity of customer databases, records and customer management systems.
Supporting debt management, enquiry management and quality control processes.
Creating a positive, united and high-performing team culture.
Contributing to merchandising, retail, café and other commercial opportunities where applicable.
Ensuring occupational health and safety requirements are met across the customer experience function.
Benefits
Aligned Leisure recognises, rewards and supports our people. By joining our team, you'll have access to:
Free gym and aquatic membership
Discounts on swim and gym merchandise
Access to the Play Well employee wellness portal
Ongoing development and leadership training opportunities
Career progression opportunities across a growing organisation
A supportive and values-driven workplace culture
The chance to make a meaningful impact in your local community
Desired Skills and Experience
About you
To succeed in this role, you'll bring:
Experience leading, coaching and developing a team.
Experience in membership sales and achieving customer growth outcomes.
A proven track record of delivering outstanding customer service.
Strong communication and relationship-building skills.
High levels of organisation and attention to detail.
A customer-first mindset and passion for creating exceptional experiences.
The ability to balance operational requirements with commercial outcomes.
A positive and proactive leadership style.
Current First Aid and CPR qualifications, or willingness to obtain them.
A current Working with Children Check (or equivalent), and the ability to satisfy relevant pre-employment screening requirements.
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. We will be actively screening applications throughout the recruitment process and encourage you to apply as soon as possible.
Aligned Leisure is committed to creating a diverse, inclusive and welcoming workplace. We encourage applications from people of all backgrounds and communities.
