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Customer Experience Manager

Belgravia Health & Leisure Group Pty Ltd

NSW, City of Sydney Aquatic & Leisure Facilities - Sydney 2000 Great career paths and development with an entrepreneurial organisation Opportunity to make a real difference to our community Full-Time We are looking for a passionate leader who enjoy delighting our members and visitors and leave lasting positive impressions within the City of Sydney The Role Reporting directly to the Regional Manager, the role of the Customer Experience Manager is to drive the customer journey from start to finish. This role works closely with the Sales, Marketing and Customer Service teams to put the customer at the centre of everything we do and execute a high-quality customer experience strategy across all City of Sydney Aquatic and Leisure Centres. The key to this role is the ability to maximise new customers, retain existing ones, and drive profitability through channel strategies, customer insights, and sales lead generation plans.

The Customer Experience Manager will lead and support the teams at all 6 City of Sydney Aquatic and Leisure Centres to navigate the customer experience at each of these Centres. This role may require early mornings, late evening and/or weekend work. Key accountabilities Management of the customer journey from initial touchpoint to final touchpoint Directly supervising the Contact Centre Consultants and managing daily, weekly, and monthly KPIs Providing a high level of enthusiasm and leadership to the Contact Centre Consultants, Customer Service and Management teams Preparing, updating, managing and meeting sales targets Weekly reviewing sales performance measures and responding to identified trends Analysing and reporting sales performance (successful and unsuccessful) to increase the success of marketing campaigns Ongoing management of the customer database Acting as the voice of our customers via the Ask Nicely and Mystery Shopper Programs in order to grow market penetration and meeting benchmark performance targets for customer satisfaction Receiving and responding to all customer feedback through the QR code feedback form Providing internal colleagues with regular professional development Essential Previous experience of 2 to 3 years in a similar leadership position Demonstrated capability in building and leading front-line sales teams Proven track record of consistently meeting and exceeding sales quotas Strong communication and interpersonal skills Excellent leadership and influencing skills Ability to confidently facilitate workshops and training sessions Ability to develop good working relationships with internal and external stakeholders Cultural sensitivity and ability to work across a wide cross-section of the community Working with Children (or equivalent) National Police Check Current First Aid Certificate (Level 2) Current CPR Certificate Desirable Tertiary qualifications in Marketing Leisure industry experience Experience with point-of-sale software (e.

g. Links) The Company Belgravia Leisure is part of the Belgravia.


Date28 May 2021

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