Customer Experience Manager

We are seeking a passionate and energetic Customer Experience Manager to join our STRONG Pilates Geelong team. This role is central to creating a welcoming, community-focused environment where members feel valued and motivated. As the face of our studio, you will drive member satisfaction, foster a strong sense of community, and contribute to business growth through exceptional service and sales. If you thrive in a dynamic Pilates setting and love building relationships, this is the perfect opportunity for you.

Key Responsibilities

• Personally meet and greet all members upon arrival, ensuring a warm, personalized welcome to enhance their studio experience.

• Build and nurture community spirit by actively engaging with members in the studio (e.g., during classes, events, or downtime) and through targeted communications such as emails, social media, and newsletters.

• Manage all customer communications, including inquiries, feedback, bookings, and issue resolution, to maintain high levels of satisfaction and retention.

• Follow up on sales leads promptly and effectively, with a goal of converting at least one lead into a sale per day.

• Proactively engage with local clubs, schools, businesses, and community groups to generate new leads and partnerships.

• Oversee studio maintenance, ensuring the facility is consistently clean, organized, and meets the highest standards of hygiene and presentation.

Additional Duties

• Organize and host community-building events, challenges, or social gatherings to strengthen member connections.

• Monitor member feedback and implement improvements to elevate the overall customer experience.

• Collaborate with instructors and staff to align on studio goals and deliver seamless service.

• Track key performance metrics, such as membership growth, retention rates, and lead conversion.

Requirements

• Proven experience in customer service, hospitality, sales, or fitness studio/gym operations (boutique Pilates experience is a plus).

• Strong interpersonal and communication skills with a genuine passion for Pilates and community building.

• Sales-oriented mindset with a track record of achieving targets.

• Excellent organizational skills and attention to detail, particularly regarding cleanliness and studio standards.

• Ability to work flexible hours, including early mornings, evenings, and weekends.

• Proficiency in studio management software (e.g., Mindbody or similar) is an advantage.

• CPR/AED certification (or willingness to obtain).

Employment Details

• Position Type: Permanent part-time (hourly rate, not salaried).

• Growth Opportunity: Strong potential to transition into a full-time role as the studio grows, based on successful achievement of KPIs and overall performance.

What We Offer

• Competitive hourly rate with performance-based incentives.

• Complimentary studio membership and class access at STRONG Pilates Geelong.

• Complete training on our proven sales system.

• Ongoing business coaching and professional development opportunities.

• Opportunities for professional growth in a supportive, fitness-focused environment.

• A vibrant team culture dedicated to wellness and community.

Important Note: This is NOT a “sit behind the desk and just say hi” position. We’re looking for someone who is actively engaging, highly enthusiastic, with an excellent work ethic, and driven to achieve results.

If you’re enthusiastic about creating exceptional experiences and driving a thriving Pilates community at STRONG Pilates Geelong, we’d love to hear from you! Apply with your resume and a brief note on why you’re excited about this role.