Activities and Customer Experience Manager

Turn your passion for adventure into a rewarding career!

Advertisement closing 24th March. 

Scouts WA is an equal opportunity employer and embraces diversity, such as differences in cultural backgrounds, race, ethnicity, gender identity, sexual orientation, or abilities.

Scouts WA is a child safe organisation and maintains a zero-tolerance policy towards any form harm, abuse or neglect. All shortlisted candidates will be screened and must commit to Scouts' Child Protection Policy before commencement and throughout employment.

Scouts WA is community-driven non-profit youth movement with a rich history dating back to 1908. As part of a global Scouting movement of over 57 million members, we take pride in our contribution to the personal growth of over 5,000 young people in Western Australia.

As our world evolves and changes, Scouts WA envisions standing as a guiding beacon for youth, nurturing future generations that are self-fulfilled, compassionate, and adept - ready for tomorrow’s challenges. Looking forward, we see our members playing a positive and meaningful role not just in their local communities, but on national and global levels. 

Scout WA’s purpose is to empower young people by encouraging their growth in all facets of life and shaping them into constructive and responsible community members. We aim to achieve this through a broad range of purpose-driven, community-focused activities that encourage the physical, intellectual, social, emotional, and spiritual development:

• Youth Programs for children and young adults (5-25yrs) across Perth metro and regional areas of WA
• Adult leadership and volunteering programs
• Camping programs for children and young adults
• Adventure Centres (Manjedal, Vasse, Eaton and Gill Creek)
• Container Deposit Schemes (Malaga, Cockburn, Kenwick, and Wangara)
• Annual community and philanthropy activities.
• Other youth and community events to support WA communities.

Respect, inclusion, collaboration, leadership, sustainability, and innovation are the values which guide our mission. 

In everything that we do, our team is committed to supporting children and people in reaching their goals, by providing enriching educational experiences, engaging recreational activities, and meaningful work opportunities. 

The Activities and Customer Experience Manager at Scouts WA plays a crucial role in elevating the overall experience and operational success of the Adventure Centres. Under the general direction of the General Manager of Adventure Centres, this role employs initiative and expert judgement to spearhead the planning, development and execution of innovative and engaging Activities and services. Fostering a cohesive and cooperative culture of best practice, they guide and support the adventurous activities team to ensure high-quality, safe, and memorable experiences for all participants.

Activity and Service Management

• Lead the development of diverse, engaging activity packages.
• Innovate new Activities and income opportunities in line with Scouts WA’s strategic plans.
• Regularly evaluate and update service offerings to meet evolving community needs.
• Collaborate with stakeholders for the development of Activities and services that enhance Scout WA's reach.

Safety and Quality Assurance

• Enforce safety protocols and standards across all Adventure Centre activities.
• Manage and update Standard Operating Procedures (SOPs) for all centres.
• Conduct regular risk assessments and update safety procedures as needed.
• Oversee the implementation of quality assurance measures, ensuring consistent service delivery.
• Overlook the training and support of all activity, customer service, and hospitality staff.

Leadership and Team Development

• Guide and inspire the adventurous activities team towards achieving Scouts WA’s goals.
• Lead and delegate operational processes and functioning within the team.
• Foster a collaborative and cohesive environment within the team and across departments.
• Mentor and assist with performance and professional growth among team members.
• Facilitate effective communication within the team and with all key stakeholders.

Financial Planning and Budgeting

• Assist with the budgets for all activity and service areas.
• Ensure procurement and expenses adhere to financial policies and budget constraints.
• Contribute to monitoring financial performance, adjusting plans to meet Scouts WA’s financial objectives.
• Forecast financial needs for activity development and operational efficiency.

What skills and knowledge are essential for performing the role? 

• Knowledge in the planning, operation, and oversight of recreational outputs.
• Expertise in developing and implementing Activities and services.
• Strong ability in leading, motivating and developing teams.
• Skill in building and nurturing relationships with clients and stakeholders
• Proficiency in identifying, assessing, and mitigating risks.
• Understanding of budgeting, financial planning, and resource allocation.
• Ability to efficiently manage vigorous Activities and day-to-day office tasks.
• Familiarity with basic change management principles and procedures.
• Exceptional skills in verbal and written communication.
• Qualifications and expertise in first aid and emergency response (or willingness to learn).
• Qualifications in outdoor leadership, education, or recreation are beneficial.
• Familiarity or knowledge of the Scouting movement are beneficial.

What experience will be considered?

• Events, Recreation, or Sports degree with experience in similar role (around 2 years) OR
• Related associate diploma with equal level of expertise and similar experience OR
• Less formal qualifications with specialised skills and experience to perform the role OR
• Previous appointments, service and/or study with a combination of experience, expertise, and competence sufficient to undertake the responsibilities.

Who do I report to/reports to me?

• General direction from the General Manager of Adventure Centres.
• Supervision of the Activities Coordinator and Facilitators.

How is the work performed?

• Exercise a degree of autonomy within organisational and managerial guidelines to make strategic decisions.
• Actively manage Activities and services projects and functions.
• Define performance objectives and outcomes for team members in alignment with departmental goals. 
• Utilise established practices and guidelines to solve problems with support available when required.

• Commit to Scouts WA’s mission, purpose and values.
• Adhere to Scouts Australia’s Code of Ethics and Conduct for Adults in Scouting.
• Comply with all Organisational policies and procedures.
• Pass relevant Child Safety and Vulnerable People Safeguarding checks.
• Complete and maintain mandatory training modules.
• Satisfy pre-employment medical assessment.
• More conditions are outlined in the Position Description and Employment Contract.

If you would like more information, please contact **********@scoutswa.com.au 

Full Position Description available upon request.