Sales & Guest Experience Manager

NSW, City of Sydney Aquatic & Leisure Facilities

• Great career paths and development with an entrepreneurial organisation
• Opportunity to make a real difference to our community 
• Full-Time – 12 Month Maternity Leave

We are looking for a passionate leader who enjoy delighting our members and visitors and leave lasting positive impressions within the City of Sydney.

 

The Role

 

Reporting directly to the COS Marketing Manager, the role of the Sales & Guest Experience Manager is to drive the customer journey from start to finish. This role works closely with the Sales, Marketing and Customer Service teams to put the customer at the centre of everything we do and execute a high-quality customer experience strategy across all City of Sydney Aquatic and Leisure Centres.

 

The key to this role is the ability to maximise new customers, retain existing ones, and drive profitability through channel strategies, customer insights, and sales lead generation plans. The Sales & Guest Experience Manager will provide leadership and support the teams at all 6 City of Sydney Aquatic and Leisure Centres to navigate the customer venue experience at each of these Centres, (Ian Thorpe Aquatic Centre, Cook and Phillip Park Fitness and Aquatic Centre, Andrew ‘Boy’ Charlton Pool, Victoria Park Swimming Pool, Prince Alfred Park Pool & Gunyama  Park Aquatic and Recreation Centre)

 

This role may require early mornings, late evening and/or some weekend work.

  

Key accountabilities

• Manage the City of Sydney Customer Helpdesk (Call centre), including a team of Helpdesk Consultants, and supported by the Helpdesk Supervisor
• Develop deep knowledge of our customer relationship management tools and software
• Lead core projects to enhance guest experience practices, as outlined in the annual business plan 
• Provide a high level of enthusiasm, leadership and support to the Helpdesk team and frontline customer service team 
• Achieve and exceed daily, weekly, and monthly KPIs as specified in the annual business plan (Including sales targets) 
• Regularly review sales performance measures and respond to identified trends
• Analysing and reporting sales performance, to increase the success of marketing campaigns

Essential

• Previous experience of 2 to 3+ years in a similar leadership position
• Demonstrated capability in building and leading front-line sales teams
• Proven track record of consistently meeting and exceeding sales quotas
• Strong communication and interpersonal skills
• Excellent leadership and influencing skills
• Ability to confidently facilitate workshops and training sessions
• Ability to develop good working relationships with internal and external stakeholders

Desirable

• Tertiary qualifications in Marketing
• Leisure industry experience
• Experience with point-of-sale software (Links)
• Working with Children (or equivalent)
• National Police Check
• Current First Aid Certificate (Level 2)
• Current CPR Certificate

The Company

 

Belgravia Leisure is part of the Belgravia Health and Leisure Group (BHLG) and is the fastest growing leisure organisation in Australia. Our core areas of business and facilities stewardship include health clubs, wellness and spa, golf, aquatic and sporting venues in 250 locations across Australia and New Zealand.

 

If you like the sound of us, then jump in and submit your application. We’d love to hear from you!

 

Click Apply Now to submit your application.

 

We are committed to providing a child safe environment. Please refer to our child safety framework. Successful applicants will be required to obtain a national police check and a Working with Children check.

 

Belgravia Leisure is a place where we can all be ourselves and succeed on merit. We encourage applications from Aboriginal and Torres Strait Islander people, LGBTQIA+ people, people from culturally and linguistically diverse backgrounds and people with a disability. We’re happy to adjust our recruitment process to support accessibility needs – reach out to us at