Customer Operations Manager - Springwood

Love Fitness? Love Customer Service? Ready to Lead from the Front?

We’re looking for an energetic and commercially driven Club Operations Manager to lead our front-of-house operations and deliver an exceptional experience to every member who walks through our doors.

Why You’ll Love Working With Us

FREE Fitness Cartel gym membershipPaid day off for your birthday—celebrate on us!Discounts across supplements, apparel, café products and Merse Wellness SpaLeadership development days and access to our Future Leaders ProgramGenuine career progression within a rapidly growing fitness brandWork in a premium club featuring world-class training and wellness facilities

About the Role

Reporting to the Club General Manager, you’ll oversee the day-to-day performance of our Reception and Kids Cartel teams while driving exceptional customer service, retail sales, member retention and club presentation.

This is a hands-on leadership role suited to someone who enjoys developing people, solving problems and creating a welcoming, high-energy club environment.

Key Responsibilities

Lead, train and support the Reception Team Leader, Reception team and Kids Cartel teamManage escalated member enquiries, complaints, cancellations, retention calls and overdue accountsDrive customer service, retail sales and retention KPIs, including daily retail performance trackingOversee reception, retail displays, stock control and the overall cleanliness and presentation of the clubCoordinate team rosters and assist with recruitment, trials and onboardingSupport café operations when required, including preparing coffees and protein shakes

About You

At least three years’ experience in customer service, operations or team supervisionExperience leading teams and working within a KPI-driven environmentCommercially focused, with the drive to achieve retail, retention and service targetsConfident handling complaints and building rapport with people from all walks of lifeReliable, proactive and organised, with strong communication and problem-solving skillsPassionate about health and fitness and excited to represent the Fitness Cartel brandComfortable learning new computer systems and working a flexible in-club rosterCurrent First Aid and CPR certificates, or willingness to obtain themFull Australian working rights

Join the Cartel!

Fitness Cartel Health Clubs is one of Australia’s fastest-growing fitness brands, with plans to expand to more than 60 clubs by 2030.

Our state-of-the-art, 24/7 clubs offer an all-in-one fitness and wellness experience, including premium strength and cardio equipment, Cycle Studios, Reformer Pilates, cafés, crèche facilities and saunas.

If you’re ready to lead from the front and create electric experiences for our members, apply now and Join the Cartel!

No agencies, please.