AddressAbout Aligned Leisure
Aligned Leisure is a 100% owned subsidiary of the Richmond Football Club, established as a vehicle to manage the operations of Richmond’s health, fitness and leisure business activities. Supported by the people and business systems of the Richmond Football Club, Aligned Leisure currently operates 32 leisure centres, community stadiums, pools, gyms, theatres and other facilities throughout Victoria and New South Wales.
At Aligned Leisure, culture is paramount, and we are committed to developing our people in a supportive environment. Connecting to Thrive and Win is about connecting not only with customers, but also about staff connecting with each other with humour and care, through storytelling and authenticity, to build genuine relationships.
We are constantly on the lookout for talented individuals who fit our culture and either wish to learn a new industry or further develop their existing skills. If you have a passion for your local region, a focus on supporting your community and a desire to help us in providing the best level of service, we would love to hear from you.
POSITION PURPOSE:
The Head of Customer Experience & Sales will lead all key revenues in aquatics, fitness and merchandise, and the marketing, communication and visitor information functions. They will work collaboratively with the arts and theatre team to promote and sell art events and programs.
With oversight of the service, sales, marketing and communications functions, they will maximise revenue by providing the most relevant offers, through the most appropriate channels, at the right time. These offers will be supported by a Sales and Customer Experience team who will deliver outstanding service and provide memorable experiences for our customers while generating and capitalising on all sales enquiries and leads.
They will lead the overall Customer Experience in Eurobodalla, including customer charter and service standards. These service standards will assist all department heads to maintain and improve our service delivery at the Bay Pavilions and Shire Pools.
This position will work relentlessly to implement the Aligned Leisure purpose of CONNECTING TO THRIVE AND WIN, values of AWARE, DISCIPLINED, RELENTLESS and UNITED, and associated behaviours throughout the entire team.
KEY RESPONSIBILITIES:
1. Customer Experience
• Oversight of the overall Customer Experience in Eurobodalla, including customer charter and service standards.
• Delivery of Customer Experience training to all staff.
• Recruitment, supervision and performance management of all Customer Experience staff.
• Coordinate staff training, inductions, rosters and other HR processes.
• Direct management of all Customer Experience staff at the Bay Pavilions.
• Manage all areas within agreed annual budgets.
• Manage the CRM system, including pricing, products and memberships.
2. Membership and Program Sales
• Maximise membership, swim school, aquatics, water slide and other revenue items at Bay Pavilions.
• Implement a customer-centric culture where members, students and their families feel valued and important.
• Oversee and implement a structured prospect, acquisition and retention strategy.
• Manage and train staff to generate leads, build rapport, overcome objections and close sales.
• Implement, oversee, and provide summary reports on sales and retention campaigns.
• Manage the membership and program payment processes.
3. Merchandise Sales
• Coordinate supply relationships.
• Manage stock ordering and product levels, minimising loss.
• Coordinate staff training, inductions, rosters and other HR processes.
• Monitor cost control, pricing and profitability margins across all product lines.
• Promotion and sales.
• Setup and maintain an accurate point of sale system and stock control system.
4. Marketing, Communication and Visitor Information Functions
• Overse the marketing and communications function for the Bay Pavilions and Shire Pools.
• Managing the visitor information services at Bay Pavilions
• Assist the Marketing Coordinator in the development and execution of the annual marketing strategy and promotional calendar.
• Assist the Marketing Coordinator in the development and execution of a local communications plan.
• Mangement of the retail program, including ordering, stock control, sales and promotion.
• Collaboration with Richmond Football Club Marketing, Brand & Communications teams to develop content, strategy and communication plans.
• Oversight of the annual research plan.
5. Member of the Eurobodalla Leadership Team
• Role model the values, behaviours and service standards, instil this model throughout the organisation and ensure that all new staff understand this expectation.
• At all times, act in the best interests of Aligned Leisure, Eurobodalla Shire Council.
6. Outstanding service delivery to all customers and stakeholders
• Aligned Leisure will be renowned for delivering outstanding service and providing memorable experiences for our customers. This role will be relentless in identifying opportunities to provide exceptional service and will continuously ask themselves, “How would I want a member of my family to be treated in this situation?”
• Lead and deliver on our customer charter and service standards.
The Head of Customer Experience & Sales may from time to time be required to undertake other tasks as directed by the Eurobodalla Arts & Leisure Manager. The Head of Customer Experience & Sales will also undertake regular Duty Captain and Customer Experience shifts.
ESSENTIAL QUALIFICATIONS AND EXPERIENCE:
1. Experience in managing a sales team
2. Experience in delivering exceptional customer service
3. Marketing and/or communications experience would be an advantage but not a necessity
4. The position will be subject to relevant pre-employment checks and must maintain a current working with children check
5. The successful applicant must hold or be willing to attain first aid and CPR qualifications
PERSONAL ATTRIBUTES:
1. Focused on the customer
2. Strong ability to manage and also work autonomously
3. Understands/enjoys the Arts & Leisure Industry and motivated to serve Aligned Leisure
4. Highly organised
5. Disciplined to manage the varied components to this role
6. Relentless in their approach to delivering exceptional service
7. The ability to make strategic decisions as well as execute operational requirements
8. Enjoys selling and developing staff to be able to sell
