Join the Cartel as our next Customer Care Manager!
Why Join Fitness Cartel?
- FREE gym membership
- Discounts across FC Apparel, Nutrition Cartel & Merse Wellness Spa
- Ongoing training, development and leadership opportunities
- Career progression opportunities within a rapidly growing company
- Birthday day off - celebrate on us!
The Role
We’re looking for an experienced and people-focused Customer Care Manager to lead our growing centralised Customer Care division across the Fitness Cartel network.
In this key leadership role, you’ll oversee all facets of member retention, cancellations, customer communication, escalated member enquiries and overdue-related conversations, while mentoring and developing a high-performing Customer Care team. You’ll play a pivotal role in improving member experience, driving retention outcomes, supporting operational excellence and creating a positive, accountable and high-performing culture.
This is an exciting opportunity for someone who thrives in leadership, enjoys improving systems and processes, and can confidently balance customer experience with commercial outcomes in a fast-paced, KPI-driven environment.
Key Responsibilities
- Lead, mentor and develop the Customer Care team, fostering a high-performing, positive and accountable culture focused on member experience and retention outcomes
- Oversee member retention, cancellations, set-to-term accounts, overdue-related conversations and escalated member enquiries, ensuring all interactions are handled professionally, empathetically and in line with company values
- Set, monitor and drive team KPIs relating to retention, member experience, productivity, compliance and complaint resolution, using reporting and data insights to identify trends and opportunities for improvement
- Develop and implement retention strategies, operational procedures, onboarding programs and training initiatives to support team capability, business growth and operational consistency across all locations
- Act as the escalation point for sensitive member concerns, complaints and Google Reviews, proactively resolving issues and supporting positive member outcomes
- Collaborate closely with Club Operations, Account Care and Support Office teams to deliver a seamless member experience across the full membership lifecycle
- Support continuous improvement initiatives by identifying process gaps, improving workflows and contributing to the ongoing enhancement of training and operational systems
- Facilitate onboarding, coaching and ongoing development of Customer Care team members, supporting career progression and long-term team success
About You
- Proven leadership experience within customer service, retention, contact centre or collections environments
- Demonstrated success leading KPI-driven teams and improving retention, member satisfaction and operational performance
- Strong people leadership skills with experience coaching, mentoring and performance managing team members
- Highly organised with strong problem-solving skills and the ability to manage competing priorities in a fast-paced environment
- Confident handling difficult conversations, escalations and complaints with empathy, professionalism and a solution-focused mindse
- Analytical and commercially minded, with the ability to interpret reports, identify trends and implement process improvements
- Experience developing onboarding programs, training initiatives, operational procedures or team development pathways
- Excellent communication and relationship-building skills, with the ability to collaborate effectively across multiple departments
- Passionate about delivering exceptional customer experiences and creating positive member outcomes
- Previous fitness industry experience is highly regarded but not essential
About Fitness Cartel
Fitness Cartel is one of Australia’s fastest-growing health and wellness brands, with plans to expand to 60+ clubs by 2030. Our state-of-the-art facilities offer much more than just a gym — from Reformer Pilates and Cycle Studios to cafés, recovery spaces, saunas and crèche facilities, we’re creating feel-good destinations that inspire our communities to move, perform and thrive.
At Fitness Cartel, we believe in building strong teams, promoting from within, and creating exciting long-term career pathways for our people.
Ready to join the Cartel? Apply now and become part of something bigger.
No recruitment agencies please.
