Customer Experience Manager

MSAC Precinct  
Employment Type:
FP - Full-Time Permanent  
Customer Experience Manager

Let’s start with some details about us

Melbourne Sports Centres are the premier multi-sport facilities in Victoria. You might have heard of one of our venues, MSAC? We are here to serve sport, enabling sporting organisations and individuals to achieve peak performance, reach their potential and deliver world class events. By providing services, facilities and significant events for athletes and individuals on their journey in sport we aim to drive participation, activity and well-being across Victoria. We want people to be excited about sport, engaged in healthy activity and feel inspired to be their best! 

And now a bit about the Customer Experience Manager

Reporting to the General Manager of MSAC, in this role you will own the end to end customer experience.  You will be responsible for driving and delivering exceptional customer experience for Melbourne Sports Centres (MSC) across MSAC, for our Customer Service, Food & Beverage, Children’s Programs and Marketing teams

The Customer Experience Manager will be required to develop and execute MSC’s retail and customer experience strategic objectives; while overseeing the execution of Food & Beverage, Children’s Programs and Marketing strategic objectives. Collaboration with key stakeholders is essential, as you drive the customer experience optimisations and improvements across people, processes, systems, and customer touchpoints in all areas and at all facilities.

Building strong relationships across the business and driving constant conversation is essential in this role; to provide coaching, mentoring, and development planning for managers and their team members to support long-term personal and professional development. This is especially important when developing and managing budgets within each department, ensuring fiscal targets are achieved.

Essential Experience:

·        5+ years’ experience in a managerial role within Customer Experience

·        Solid experience in leading and developing a large team

·        Proven ability to develop strong working relationships and partnerships at all levels of business

·        Ability to analyse customer insights and develop a clear strategy to optimise and improve the customer’s experience

·        Demonstrated customer-centric approach

·        Proven ability in budget development and cost management

·        Demonstrated abilities in managing and resolving customers issues

·        Experience in managing end to end projects that are both cross functional and cross business and include multiple stakeholders from all business levels

·        Sound experience in creating roster efficiencies and equality


Desired Experience:

·        Bachelor’s Degree in Business or Commerce

·        Experience within the sports industry would be advantageous

·        Involvement in the retail, hospitality or tourism industry would be beneficial


Why is this a great place to work?

You will love working at Melbourne Sports Centres. Here’s just a few reasons why:

·        Great staff benefits including free parking, performance gym membership, discounts at MSC food & beverage, and retail outlets.  

·        Family and friends’ discounts on performance gym membership,  

·        Discounts on holiday programs, birthday parties and creche for financial dependants.

·        Flexible working hours.

·        You will be challenged daily and can develop yourself as a person as well as gaining valuable career skills.

·        We have a fantastic team of people who are great to work with.

·        Our mission is to help people to be excited about sport, engage in healthy activity and feel inspired to be their best. That is a rewarding thing to be a part of.

·        We are surrounded by elite athletes daily and you will support various elite sports and world class events.

How to apply

Please send through a resume and a cover letter to support your application for this role at Melbourne Sport Centres.  

We will be reviewing applications and commencing interviews as they come in, so please don't delay in applying

"SSCT values diversity, is an equal opportunity employer, and encourages applications from culturally and linguistically diverse backgrounds including Aboriginal and Torres Strait Islanders, and from people with disabilities." Successful applicants will be required to undergo a Working with Children Check & Police Check'