City Venue Management (CVM) has been appointed to manage a number of aquatic and leisure facilities across the City of Gold Coast, and we're currently recruiting for multiple Customer Experience Manager opportunities across our new venues.
Are you passionate about creating exceptional experiences for every customer, every time?
We're looking for a Customer Experience Manager to lead and shape the end-to-end customer journey, building an outstanding experience for the Gold Coast community.
About the Role
As Customer Experience Manager, you'll lead the Customer Service team and work across all departments to set and lift service standards across the venue.
You'll own the end-to-end customer experience, develop your team's capability, and ensure a consistent, high-quality experience at every customer touchpoint — from first enquiry to ongoing membership.
Key Responsibilities
Own and drive the customer experience across all areas of the venue, setting and maintaining explicit service standards
Lead and develop the Customer Service team, setting expectations for how enquiries, follow-ups, and communication are handledManage customer feedback, complaints, and escalations, acting as the escalation point for complex issues
Lead recruitment, onboarding, and induction for Customer Service roles, ensuring new hires align with CVM's standards and behaviours
Set expectations for converting enquiries into memberships and programs, and coach staff to confidently promote and upsell services
Oversee retail presentation and merchandising standards, ensuring customer-facing areas are welcoming, organised, and professional
Work closely with the Facility, Operations,



and Swim School Managers to embed consistent service standards across the venue
About You
A confident leader and coach who can engage, develop, and motivate a customer-facing team
A strong communicator with excellent problem-solving and influencing skills
Genuinely customer-focused, with a passion for service excellence and community engagement
Commercially minded, comfortable setting and monitoring conversion and sales targets
Organised and adaptable, with the ability to manage multiple priorities in a fast-paced environment
Qualifications
Required
Blue Card (Working with Children Check)
CPR
First Aid
Pool Lifeguard Certificate
Customer service leadership experience
Aquatics or recreation industry experience
Why Join CVM?
Be part of an exciting new chapter for Gold Coast aquatic and leisure facilities
Free pool and gym access at any CVM venue, plus 50% off swim lessons
Free coffee daily when you BYO a reusable cup
Fitness Passport access
Corporate health insurance discounts through Bupa
Free confidential counselling through our Employee Assistance Program
Financial wellbeing support through CommBank Workplace Banking
Exclusive team discounts with a range of CVM partners
20% off AMPD Academy training courses
Genuine career pathways across CVM's growing venue network
Child safety is at the heart of everything we do.
CVM is a child-safe organisation committed to providing safe, inclusive and supportive environments for children, families, staff and visitors across our venues.
We're also proud to be an equal opportunity employer and value diversity across our teams.
If you're an experienced leader looking for your next opportunity on the Gold Coast, we'd love to hear from you.
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📌 Customer Experience Manager (Gold Coast)
🏢 City Venue Management
📍 Gold Coast