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 recent 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 clear 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.

📌 Customer Experience Manager (Gold Coast)
🏢 City Venue Management
📍 Gold Coast