VIC, Belgravia Leisure Head Office - Melbourne VIC Belgravia Leisure | National Leadership Chance Lead enterprise-wide Guest Experience across Australia and NZ Drive customer loyalty, growth and service excellence at scale Shape CX strategy, innovation and customer-first culture nationwide Lead Belgravia Leisure's national Guest Experience strategy, driving customer loyalty, service excellence, membership growth and culture.
Are you a strategic customer experience leader who thrives on transforming service, driving culture and delivering commercial outcomes at scale?
Belgravia Leisure is seeking an exceptional Head of Guest Experience to lead our enterprise-wide guest experience strategy across our national network of venues, programs and membership products.
This is a rare prospect to shape how millions of guests experience aquatic, health and wellbeing, golf, food and beverage, and community recreation services across Australia and Current Zealand.
Reporting to the Executive Leadership Team, you will own the end-to-end guest journey, driving customer satisfaction, loyalty, retention and reputation while embedding a customer-first culture throughout the business.




About the Role As the Head of Guest Experience, you will lead the development and execution of Belgravia Leisure's customer experience strategy, ensuring every interaction delivers exceptional outcomes for our guests, members, communities and contract partners.
You will work collaboratively across Operations, Marketing, Digital, Sales, Tourism and Program teams to optimise customer journeys, leverage customer insights and implement cutting-edge service solutions that drive measurable business performance.
Key Responsibilities Lead and govern Belgravia Leisure's enterprise Guest Experience strategy.
Own and optimise the end-to-end guest journey across all touchpoints.
Drive customer satisfaction, loyalty, retention and member engagement.
Lead customer insights programs including NPS, Voice of Customer, Guest Voice and Mystery Shopper initiatives.
Deliver service culture, capability and customer experience training across the organisation.
Oversee service recovery frameworks, complaints governance and reputation management.
Lead strategic Food

📌 Head Of Guest Experience Victoria
🏢 Belgravia Health & Leisure Group
📍 Victoria