Customer Operations Manager - Mackay

About the role

Fitness Cartel Health Clubs is looking for an experienced and energetic Customer Operations Manager to lead its Front of House operations in Mackay. This is a hands-on leadership role overseeing Reception, Kids Cartel and retail operations, supporting the Club General Manager in driving operational excellence, customer service, member retention and retail performance.

Key responsibilities

• Lead and develop the Reception Team Leader, Reception Team and Kids Cartel team, driving customer service and team performance.
• Oversee Front of House operations, keeping the area well presented, clean and welcoming.
• Drive retail sales performance, inventory management and daily retail KPI achievement.
• Handle member enquiries, complaints, cancellations and overdue accounts, and run retention initiatives.
• Coordinate recruitment, onboarding, rostering and ongoing development of Reception and Kids Cartel staff.
• Support the Club General Manager with operational initiatives, reporting and continuous improvement.

Required profile

• Previous leadership experience in customer service, retail, hospitality, fitness or operations, ideally in a KPI-driven environment.
• Proven ability to lead, coach and develop customer-facing teams.
• Commercial mindset with experience driving retail sales, member retention and operational performance.
• Strong communication, problem-solving and conflict resolution skills.
• Organised, proactive and confident using multiple systems while managing competing priorities.
• Current First Aid and CPR certificate (or willingness to obtain one) and Australian working rights.

What we offer

• Career growth through the Future Leaders Program, with training, leadership development and mentoring, and opportunities to progress to Club General Manager.
• Free Diamond Gym membership.
• Paid birthday leave.
• Discounts on supplements, apparel, café products and Merse Wellness Spa.