Member Experience & Growth Manager

Fitness Lifestyle International • Full-time • Brisbane, Queensland, Australia • A$ 85k / year • 1d ago

Brisbane, QLD | Full Time | $85,000 - $100,000 + Incentives

This is an opportunity to lead the growth and experience of one of Brisbane's most established and evolving health and wellness destinations.

Privately owned and community-driven, this business has built a loyal member base over many years, and is now entering its next phase of expansion. With significant investment into new facilities, programming, and member experience over the next 3-6 months, the focus is clear:

Elevate the standard. Deepen connection. Drive sustainable growth.

You'll play a central role in making that happen.

The Opportunity

This role sits at the intersection of sales, service, and community.

You will own the full member journey, from first interaction through to long-term retention, while leading and developing a front-of-house and membership team to deliver a consistently high-quality experience.

This is a hands-on leadership role for someone who can move seamlessly between:

Coaching a team
Driving performance
Being present on the floor
Building genuine relationships with members

The Environment You'll Be Leading

This is a large-scale, multi-offering facility designed to support a wide range of members and training styles.

You'll be working across an ecosystem that includes:

Dedicated functional and performance training spaces
Multiple group fitness studios (strength, conditioning, mind-body)
A full-service gym floor
Aquatics, recovery, and wellness facilities
A growing calendar of events, programs, and community activations

The opportunity is not to maintain what exists, but to evolve it into a more connected, elevated member experience.

What You'll Own

Growth & Sales Performance

Lead the end-to-end member acquisition strategy
Oversee tours, follow-ups, referrals, and onboarding
Build and refine sales systems and campaigns
Track performance, conversion, and pipeline metrics daily
Coach the team to deliver consistent, values-led sales experiences

Member Experience & Retention

Design and elevate the full member journey
Implement retention strategies, onboarding pathways, and engagement touch points
Identify trends in behaviour, feedback, and churn, and act on them
Collaborate with coaching and wellness teams to align experience with member needs

Community & Brand Experience

Be a visible and trusted presence within the club
Lead events, challenges, and activations that build connection
Oversee member communication across all touchpoints
Build local partnerships to strengthen brand presence and community integration

Leadership & Team Development

Lead, coach, and develop a high-performing front-of-house and membership team
Create a culture of ownership, accountability, and energy
Identify and grow future leaders within the business

Who This Role Is For

You are not just a manager, you are an operator.

You bring a strong balance of:

People leadership, you build teams that people want to be part of
Commercial awareness, you understand numbers, targets, and growth
Customer obsession, you care deeply about experience and retention
Presence, you lead from the front and set the tone on the floor

You thrive in environments that are:

Fast-moving
Community-driven
Experience-focused

And you are motivated by the opportunity to:

Build something better
Take ownership
Be part of a business that is evolving, not standing still

What We're Looking For:

3-5+ years in a similar role within fitness, wellness, or hospitality
Proven team leadership experience (sales/front-of-house)
Strong sales mindset with a focus on growth and conversion
Passion for member experience, retention, and community
Hands-on leader who thrives on the floor
High energy, ownership, and accountability
Able to build culture and develop people
Commercially aware, understands targets, KPIs, and performance

What's On Offer

Competitive salary + performance incentives
A genuine leadership role with influence over growth and experience
A business investing heavily in its next phase
Strong team culture and community environment
Membership and additional lifestyle benefits

This is a rare opportunity to step into a business with:

Scale (large member base and facility)
Loyalty (strong existing community)
Momentum (significant investment and evolution underway)

...and play a key role in shaping what comes next.

Apply

If you're ready to step into a role where you can lead, build, and elevate, we'd love to hear from you.

Submit your application with a short introduction outlining your experience and what excites you about this opportunity.

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