Position Overview The Customer Service Manager is responsible for leading the end-to-end member experience across two Charge CrossFit locations. Reporting to the Chief Executive Officer, this senior role oversees a multi-functional team and ensures consistent, high-quality customer service delivery across all member touchpoints. The position focuses on developing customer service strategies, managing team performance, and implementing systems that support member acquisition, engagement, and retention as the business continues to grow. Key Responsibilities: Customer Service Strategy and Policy Develop, implement, and review customer service policies, programs, and procedures to ensure consistent service delivery across both locations Design and continuously improve member onboarding, engagement, and retention processes Establish and maintain service standards aligned with organisational values and growth objectives Team Leadership and Performance Management Lead, manage, and guide a team of customer-facing staff (6 direct reports) across membership success and service delivery functions Set KPIs, conduct performance reviews, and provide ongoing coaching and feedback Involvement with recruitment, onboarding, and professional development of team members Customer Experience and Retention Plan and implement customer retention strategies, monitoring engagement and identifying risks of attrition Manage customer feedback, complaints, and escalations, ensuring timely and effective resolution Analyse service and retention data to inform improvements and report insights to senior management Operational Service Delivery Oversee day-to-day customer service operations across both locations to ensure efficiency, consistency, and quality Coordinate service delivery resources, including scheduling and team allocation, to meet customer demand Identify service gaps and implement continuous improvement initiatives Stakeholder Engagement and Communication Act as the key liaison between customer service operations and senior leadership Manage customer communications across in-person and digital channels to ensure a consistent brand and service experience Monitor customer feedback and engagement trends to refine communication and service strategies Qualifications and Experience AQF Associate Degree, Advanced Diploma or Diploma Minimum 2 years’ experience in customer service management or team leadership with direct reports Proven experience in developing customer service processes, managing teams, and improving customer satisfaction outcomes Experience in multi-site or service-based environments is highly regarded Experience in fitness, membership-based, or community-driven organisations is advantageous but not essential. Skills and Competencies Strong leadership and people management skills Excellent communication and stakeholder engagement abilities Customer-focused mindset with the ability to drive retention and service quality Analytical and data-driven approach to decision-making Strong organisational and problem-solving skills
