ABOUT US

Waverley Gymnastics Centre (WGC) has a membership base of over 2500 gymnasts and is an industry leader in both the Recreational, Pre-school and WAG International streams of gymnastics. We aim to assist each child at our club to reach their full potential through exceptional coaching and programming in a child-safe, fun and professional environment.

It is our people that make WGC what it is today, we have a team of 80 staff and strive to create a supportive and motivational work environment where people can thrive both professionally and personally, and in doing so, will bring their best to inspire and support our gymnasts. Child safeguarding is our highest priority, please click here for our child safeguarding commitment statement.

WGC is the only club in Australia to have had gymnasts represent Australia at the last five Olympic games, yet our proudest achievement is the positive impact we have on the thousands of young children in our recreational program by enhancing their physical literacy, coordination and confidence.

ROLE OVERVIEW

As the Member Experience Manager at Waverley Gymnastics Centre, you will champion the delivery of a world-class member journey that reflects WGC’s mission to enhance lives through gymnastics. This is a dynamic, people-focused leadership role where you will shape every touchpoint of the member experience; from first enquiry to long-term loyalty.

You will be responsible for designing and refining processes that ensure every family feels welcomed, supported, and inspired. You will lead a passionate member experience team, mentor them to excellence, and celebrate their wins. Your work will span across communication, training, innovation, and collaboration, ensuring that every interaction reflects WGC’s values of Child-Centredness, Excellence, Respect, Teamwork, Inspiration, and Integrity.

This is a role for someone who thrives on connection, clarity, and continuous improvement. You will be empowered to innovate and automate where possible, and personalise where it matters most; making a lasting impact on thousands of families.

TO BE SUCCESSFUL IN THIS ROLE YOU WILL NEED:

• People Leadership: You are warm, empathetic, and inspiring. You have experience leading a team and know how to mentor others, build confidence, and foster a culture of celebration and growth. You can train your team to respond with professionalism and warmth across phone, email, and in-person interactions.
• Process Mastery: You are organised, detail-oriented, and proactive. You can build and refine systems that deliver consistent, high-quality service across all member touchpoints.
• Communication Excellence: You understand the importance of clear, timely, and brand-aligned communication and have great attention to detail.
• Innovation & Feedback: You embrace technology and feedback as tools for growth. You know how to use member insights and digital platforms to drive continuous improvement.
• Collaboration & Values: You can work seamlessly with marketing, operations, and Department Leaders to ensure alignment and consistency across departments. Our club values resonate with you and will guide your work as you help create a positive, empowering experience for every member.

WHY JOIN US

• Generous Salary Package: Enjoy a well-above-award salary for the right candidate.
• Award-Winning Workplace: Work at a Gymnastics Victoria Club of the Year, recognised for the past 38 years for excellence, innovation, and impact.
• Lead with Purpose: Step into a leadership role where you will guide a passionate team and shape the member experience journey for thousands of families.
• Vibrant Team Culture: Be part of a fun, inclusive team that loves to connect—past social events include Urban Surf, Escape Rooms, The Greatest Race, abseiling, inflatable challenges, scavenger hunts, and more.
• Prime Location: Based in Oakleigh, close to major freeways and Chadstone shopping centre for easy access.
• Career Growth: Grow your own team, expand your leadership skills, and become a key influencer in the sporting and customer experience industry.
• Staff Sanctuary: Recharge in our dedicated staff relaxation space, complete with a massage chair and reading nook.
• Barista-Quality Coffee: Enjoy free, café-style coffee every day—because great service starts with great coffee.
• Make a Meaningful Impact: Play a vital role in enhancing the lives of young people through gymnastics, helping every child reach their full potential in a safe, fun, and professional environment.

No gymnastics experience? No problem.

We are looking for someone with a passion for people, service, and leadership. If you bring strong customer experience skills and a drive to make a difference, we will provide all the gymnastics-specific training you need. This role is ideal for someone from the customer experience or sports industry who is ready to lead with heart, elevate standards, and create unforgettable member journeys. While the role is ideally full-time, Waverley is open to discussing part-time arrangements for the right candidate.