Member Experience Supervisor

at  Macquarie University

PRIMARY DETAIL

As a team leader in our busy gym at North Ryde, you’ll play a crucial role in enhancing our members’ experience. Your responsibilities will include providing exceptional service, executing acquisition and retention strategies, and ensuring smooth operations.

ABOUT US

Macquarie University Sport and Aquatic Centre (MUSAC) is a multi-purpose venue designed to help meet all the health, fitness and sporting needs of our members and guests. Our facilities include a 6-lane heated indoor pool, and an 8-lane outdoor heated Olympic-sized swimming pool. The centre features a fully equipped health club, group and virtual fitness classes, squash courts, gymnastics / aquatics programs and social sports.
Macquarie University Sport Fields operates 7 days a week, our facilities include 5 professional playing fields which accommodates a variety of events, stadium lighting, canteen and BBQ areas, and four change rooms.

THE ROLE

Our Member Experience team is a key function within our centre. As our Supervisor, Member Experience Officer your responsibilities will be:

• Service Excellence: Deliver consistent, high-quality service to members and guests, driving acquisition and retention.
• Sales Strategies: Implement acquisition and retention campaigns to promote membership sales.
• Process Adherence: Follow established procedures for memberships, point of sale transactions, cash handling, venue hire bookings, and administrative tasks.
• Operational Support: Assist with rostering, payroll, budget control, on-the-job training, and compliance.
• Feedback Management: Respond to member and guest feedback constructively to enhance the overall customer experience.

To be successful in this role you need:

• Leadership Track Record: Proven success in team leadership, emphasising customer experience and continuous improvement.
• Front-Line Experience: Extensive background in customer facing roles.
• Sales Achievement: Demonstrated ability to meet sales targets, prioritise tasks, and meet deadlines.
• Interpersonal Skills: Strong communication and collaboration abilities, fostering respectful relationships with staff, students, and stakeholders.
• Organisational Skills: Excellent attention to detail organisational and effective time management.
• Tech Proficiency: Proficient in Microsoft Office applications, including database management