Customer Experience Manager

City Venue Management (CVM) has been appointed to manage a number of aquatic and leisure facilities across the City of Gold Coast, and we're currently recruiting for multiple Customer Experience Manager opportunities across our new venues.

Are you passionate about creating exceptional experiences for every customer, every time? We're looking for a Customer Experience Manager to lead and shape the end-to-end customer journey, building an outstanding experience for the Gold Coast community.

About the Role

As Customer Experience Manager, you'll lead the Customer Service team and work across all departments to set and lift service standards across the venue. You'll own the end-to-end customer experience, develop your team's capability, and ensure a consistent, high-quality experience at every customer touchpoint — from first enquiry to ongoing membership.

Key Responsibilities

• Own and drive the customer experience across all areas of the venue, setting and maintaining clear service standards
• Lead and develop the Customer Service team, setting expectations for how enquiries, follow-ups, and communication are handled
• Manage customer feedback, complaints, and escalations, acting as the escalation point for complex issues
• Lead recruitment, onboarding, and induction for Customer Service roles, ensuring new hires align with CVM's standards and behaviours
• Set expectations for converting enquiries into memberships and programs, and coach staff to confidently promote and upsell services
• Oversee retail presentation and merchandising standards, ensuring customer-facing areas are welcoming, organised, and professional
• Work closely with the Facility, Operations, and Swim School Managers to embed consistent service standards across the venue

About You

• A confident leader and coach who can engage, develop, and motivate a customer-facing team
• A strong communicator with excellent problem-solving and influencing skills
• Genuinely customer-focused, with a passion for service excellence and community engagement
• Commercially minded, comfortable setting and monitoring conversion and sales targets
• Organised and adaptable, with the ability to manage multiple priorities in a fast-paced environment

Qualifications

Required:

• Blue Card (Working with Children Check)
• CPR
• First Aid
• Swim Teacher qualification
• Pool Lifeguard Certificate

Desirable:

• Customer service leadership experience
• Aquatics or recreation industry experience

Why Join CVM?

• Be part of an exciting new chapter for Gold Coast aquatic and leisure facilities
• Free pool and gym access at any CVM venue, plus 50% off swim lessons
• 30% off on-site retail and café purchases
• Free coffee daily when you BYO a reusable cup
• Fitness Passport access
• Corporate health insurance discounts through Bupa
• Free confidential counselling through our Employee Assistance Program
• Financial wellbeing support through CommBank Workplace Banking
• Exclusive team discounts with a range of CVM partners
• 20% off AMPD Academy training courses
• Genuine career pathways across CVM's growing venue network

Child safety is at the heart of everything we do. CVM is a child-safe organisation committed to providing safe, inclusive and supportive environments for children, families, staff and visitors across our venues.

We're also proud to be an equal opportunity employer and value diversity across our teams.

If you're an experienced leader looking for your next opportunity on the Gold Coast, we'd love to hear from you.

Apply now with your resume and cover letter.