The Opportunity
At Revo, our members are at the heart of every decision we make.
As one of Australia's fastest-growing fitness brands, we're opening new clubs, evolving our digital experience and welcoming new members every month, and as we grow, delivering an exceptional member experience matters more than ever.
We're looking for an experienced Customer Experience Manager to lead our Member Experience contact centre and shape how we support members now and into the future.
Overseeing up to 1,000 ticket responses daily across phone, email and social, you'll provide hands‐on leadership to the centralised communications hub for our 75+ clubs nationally.
Combining people leadership, operational excellence and systems thinking, you'll lead a high‐performing team, streamline and automate processes, champion the member journey, and help build a scalable, 24/7 Member Experience function that grows with the business.
Most importantly, you'll ensure every interaction reflects who we are: approachable, supportive and genuinely committed to helping our members.
What you'll be doing?
Lead a High-Performing Team
Lead, coach and develop our Australian-based Member Services team, helping shape the Member Experience function as it grows.
Foster accountability, collaboration and continuous improvement through clear expectations and regular coaching.
Champion Exceptional Member Experiences
Great service at Revo means every interaction feels personal, effortless and helpful.
Empower your team to balance empathy with efficiency, building long‐term member loyalty beyond just resolving issues.
Drive Operational Excellence
Own day-to-day performance of the Member Experience function, ensuring service levels, response times and quality standards are met across local and future offshore teams.
Lead the central point for member queries via email, phone and social media, handling up to 1,000 tickets a day.




Monitor key metrics and use data to continually improve team and member experience performance.
Own the Member Journey
Be the voice of the member, working with Marketing, Product, Operations, Finance and Technology to ensure every touchpoint feels connected and consistent.
Collaborate with People & Culture and Operations to drive member experience improvements in clubs.
Lead ongoing optimisation of Zendesk and Salesforce for a more seamless member experience.
Improve Systems, Processes & Technology
Identify smarter ways to operate, from workflow automation to AI-enabled tools, freeing the team to focus on high-impact member interactions.
Lead Sensitive Member Communications
Oversee debt and arrears communications, ensuring they're compliant, clear and respectful, treating members fairly even in tough conversations.
About You
You're passionate about member experience, you know every interaction shapes how members feel about our brand.
You're an experienced people leader who enjoys developing teams and creating an setting where people thrive, and you balance operational discipline with commercial thinking, using data and insight to continually improve the way we support our members.
You'll Also Bring
Proven experience leading a 24/7 Member Experience, Customer Experience or Member Services team
Strong leadership and coaching capability, with a track record of building engaged, high-performing teams
Experience working with and optimising platforms such as Zendesk and Salesforce




A continuous improvement mindset, with experience optimising systems, workflows and processes
Curiosity about AI and emerging technologies, and how they can enhance team performance and member experience
Sound judgement managing sensitive member communications with professionalism
Strong stakeholder management skills, with the ability to influence across the business
Excellent communication skills and confidence presenting to senior leaders
Experience building or leading offshore support teams
Hands‐on Salesforce or Zendesk administration/workflow experience
Experience scaling a Member Experience function during rapid growth
Experience implementing AI-powered service tools or automation
Who is Revo?
At Revo Fitness we are committed to making quality fitness accessible to all, with simple memberships, no hidden fees, and 24/7 access.
We prioritise our members' needs and strive to deliver exceptional member experiences at every touchpoint.
We're a local, Australian owned business that is rapidly expanding and always looking for passionate people to join our growing team.
Our Values
We keep it simple
We do what we do well
We care about our people
We are all about the experience
We believe in raising the bar
In addition to a fulfilling role, you'll enjoy:
Competitive remuneration package
Employee Benefits Program including EAP, Paid Parental Leave and Vibe & Thrive Allowance
Free onsite parking and end of trip facilities at Revo HQ, including on-site gym
Revo Membership - to help you achieve your individual health and fitness goals, as well as a complimentary Revo Membership for a partner, family member or close friend
Phone Allowance & Laptop will be provided
Applicants must have full working rights in Australia, to be considered for this position.
#J-*****-Ljbffr

📌 Customer Experience (Cx) Manager (Victoria)
🏢 Revo Fitness
📍 Victoria