World Gym Lambton is looking for a Customer Care Manager

The Role: 

As the Centralised Customer Care Manager, you will be responsible for member retention, customer service, cancellations, and debt recovery. You will manage escalated enquiries, and ensure timely collection of overdue payments through strategic leadership and exceptional service.

Key Responsibilities: 

• Develop and implement strategies to improve member retention, reduce cancellations and minimise overdue balances.

• Oversee membership billing, debt recovery, and reporting, analysing trends to drive process improvement.

• Manage escalated account enquiries and support outreach campaigns during peak periods or team absences.

• Ensure timely and professional communication with members across platforms (phone, email, SMS).

• Handle customer feedback via Google Reviews and implement initiatives to improve overall club ratings.

What you’ll need to succeed: 

• Skilled in handling difficult conversations, driving member retention, and ensuring high satisfaction

• Experienced in managing billing, overdue accounts, and reducing cancellations through strategic initiatives

• Ability to design and implement procedures, training materials, and onboarding programs

• Proficient in using data to identify trends, optimise processes, and enhance business outcomes

• Australian working rights.

Benefits:

• Competitive salary based on experience and bonus structure.

• Opportunities for professional development and advancement.

• A supportive and dynamic work environment.

• Free gym membership.

• Employee discounts in our Pro Shop and Barbell Café.