Swim School Customer Experience Manager

Customer Experience Manager – Carlile Swim

📍 Perth, WA 

🕒 Full Time 

🌊 Join Australia’s leading swim school 

⭐ Lead People. Create Great Experiences. Make an Impact. ⭐ 

We're currently looking for a Customer Experience Manager to join our team in Perth, with an immediate opportunity at Harrisdale Carlile Swim. 

As Carlile Swim continues to grow across WA, we're also keen to hear from experienced leaders who may be a great fit for opportunities across our wider Perth network. 

This is a hands-on leadership role where you'll develop people, support centre operations and help create exceptional experiences for our swimmers, families and teams. 

About Carlile Swim: 

When Children Swim Better, Families Feel Safer 

Carlile Swim is Australia's leading swim school, helping children become safer, more confident swimmers for life. 

Founded by swimming pioneers Forbes and Ursula Carlile over 80 years ago, we continue to lead the industry through exceptional teaching, innovation and an unwavering commitment to safety and the communities we serve. 

The Opportunity: 

As Customer Experience Manager, you'll work closely with the Swim School Manager and Program Manager to help lead the day-to-day operation of the centre. 

You'll lead and develop our Customer Experience team and Pool Deck Supervisors, support recruitment and training, manage rosters and team performance and help ensure our families receive an exceptional experience every time they visit. 

This is a hands-on role, working across customer experience, pool deck supervision and teaching swim classes within the Carlile Swim program. 

In this role, you will: 

💧 Lead, support and develop Customer Experience team members and Pool Deck Supervisors💧 Recruit, onboard, train and mentor new team members

💧 Support team performance, development and regular feedback

💧 Manage rosters and help ensure strong operational coverage

💧 Lead exceptional customer and family experiences across the centre

💧 Work hands-on across customer experience, pool deck supervision and teaching  

💧 Build strong relationships with families and confidently resolve concerns 

💧 Support bookings, scheduling and day-to-day centre administration  

💧 Work closely with the Swim School Manager and Program Manager to support centre performance  

💧 Champion safeguarding, safety and a positive, high-performing team culture 

About You: 

You're a people-focused leader who enjoys being hands-on, developing others and creating great experiences. 

You'll bring

✔️ Experience leading, supervising or developing teams 

✔️ Strong customer service and people leadership skills  

✔️ Confidence providing feedback and supporting team performance  

✔️ Excellent communication and relationship-building skills  

✔️ Strong organisation and the ability to balance competing priorities  

✔️ A proactive, solutions-focused approach  

✔️ A genuine willingness to be hands-on and lead by example  

✔️ A strong commitment to safeguarding and safety 

Note: A Swim Teacher qualification is required for the role, or you'll need to be willing to obtain one. 

Why Join Carlile Swim? 

⭐ Join Australia's leading swim school and a purpose-led organisation with more than 80 years of history 

⭐ Lead and develop teams while making a genuine difference to children and families 

⭐ Build your leadership experience across people, programs and operations  

⭐ Work alongside supportive and experienced leaders  

⭐ Grow your career within a growing national organisation  

⭐ Be part of a culture built on our PACE values: Passionate, All In, Connected and Keep Evolving 

Ready to Make an Impact? 

If you're passionate about developing people, creating exceptional family experiences and being part of a hands-on centre leadership team, we'd love to hear from you. 

Our immediate opportunity is at Harrisdale, but we're also interested in connecting with great people who could be a strong fit for opportunities across our Perth swim schools. 

📩 Apply now with your cover letter and resume. 

Carlile Swim is committed to safeguarding children and young people. All appointments are subject to appropriate screening and safeguarding requirements.