Alchemy Saunas is looking for an experienced Customer Experience Manager, someone withe previous experience in a similar role to lead the development and delivery of a consistent, premium customer experience across our growing network of venues.

This is a hands-on management role for someone who understands that exceptional customer experience doesn’t happen by accident - it comes from clear standards, strong training, thoughtful systems and teams who understand exactly how the Alchemy experience should feel at every interaction.

The Role As Customer Experience Manager, you’ll take ownership of how the Alchemy customer experience is delivered day-to-day, while also building the frameworks, training and standards that strengthen it as we grow.

You’ll work directly within our customer support inbox, responding to enquiries and resolving customer issues alongside the broader responsibilities of the role. This direct customer contact will give you an ongoing understanding of what our customers are experiencing and where our systems, communication or service can be improved.

A key focus will be creating consistency across every customer touchpoint - whether someone is walking into an Alchemy venue, speaking with a team member on the phone, emailing our support team or engaging with us throughout their broader customer journey.

You’ll help define what the Alchemy voice sounds and feels like, then embed it into the way our teams communicate and operate so every interaction feels seamless, professional, considered and unmistakably Alchemy.

Actively managing and responding to customer enquiries through the Alchemy support inbox, including troubleshooting issues and ensuring customers receive timely, professional and considered support

Taking ownership of more complex or escalated customer matters and working with relevant teams to achieve appropriate resolutions

Using your direct exposure to customer enquiries to identify recurring issues, friction points and opportunities to improve the broader customer journey





Developing Alchemy’s customer experience framework, establishing clear standards for what exceptional service looks like across the business

Assessing existing customer interactions and identifying opportunities to improve service quality, consistency and professionalism

Creating the training structure and programs required to continually improve customer experience across our FOH teams

Developing practical training materials, resources, guides and tools covering customer service and customer support

Building capability across our teams in face-to-face, phone and written communication, including manner, tone, language and service standards

Ensuring Alchemy’s brand voice, values and customer experience expectations are embedded across every customer touchpoint

Delivering and facilitating training while equipping venue leaders to reinforce those standards within their own teams

Leading the rollout of new customer-related projects and initiatives, from planning and communication through to implementation and adoption

Working closely with Operations and venue leadership to identify recurring customer pain points and develop practical solutions

Reviewing customer feedback, support enquiries and service trends to identify opportunities for continuous improvement

Creating greater consistency between venues so customers receive the same high standard of service regardless of where, when or how they interact with Alchemy

Measuring the effectiveness of customer experience initiatives and refining training, systems and standards where required

About You We’re looking for someone who brings leadership experience, customer experience expertise and a willingness to remain hands-on.





You’ll ideally have

Previous experience in a management or leadership role, ideally within customer experience, hospitality, wellness, retail or another service-led environment

Strong experience providing direct customer support and confidently managing complex or sensitive customer matters

Demonstrated experience developing and implementing customer service standards, training programs or operational frameworks

The ability to build training from the ground up, rather than simply facilitate existing material

Solid facilitation and coaching skills, with the confidence to work with team members and leaders at all levels

A strong understanding of what creates an exceptional customer journey

Excellent written and verbal communication skills, with a particularly strong understanding of tone, language and brand voice

Experience leading projects or rolling out new initiatives across multiple teams or locations

Strong attention to detail and an ability to identify where small improvements can significantly impact the customer experience

The ability to balance strategy with execution — you're as comfortable developing a customer experience framework as you are jumping into the support inbox and helping a customer

A proactive, solutions-focused approach and the confidence to take ownership of your area

What Success Looks Like Success in this role means that Alchemy feels like Alchemy at every touchpoint.

Whether a customer walks into one of our venues, calls with a question, sends an email or needs help resolving an issue, the experience should feel consistent - warm, knowledgeable, professional and considered.

Our teams should understand not only what great customer service looks like, but how to deliver it and why it matters.

You’ll stay connected to our customers through the day-to-day support function while building the structure, training and standards that allow us to deliver an exceptional experience at scale.

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📌 Customer Experience Manager (Perth)
🏢 Alchemy Saunas
📍 Perth