VIC, Belgravia Leisure Head Office - Melbourne 3000 VIC

Belgravia Leisure | National Leadership Opportunity

• Lead enterprise-wide Guest Experience across Australia and NZ
• Drive customer loyalty, growth and service excellence at scale
• Shape CX strategy, innovation and customer-first culture nationwide

Lead Belgravia Leisure's national Guest Experience strategy, driving customer loyalty, service excellence, membership growth and culture.

Are you a strategic customer experience leader who thrives on transforming service, driving culture and delivering commercial outcomes at scale?

Belgravia Leisure is seeking an exceptional Head of Guest Experience to lead our enterprise-wide guest experience strategy across our national network of venues, programs and membership products. This is a rare opportunity to shape how millions of guests experience aquatic, health and wellbeing, golf, food and beverage, and community recreation services across Australia and New Zealand.

Reporting to the Executive Leadership Team, you will own the end-to-end guest journey, driving customer satisfaction, loyalty, retention and reputation while embedding a customer-first culture throughout the business.

About the Role
As the Head of Guest Experience, you will lead the development and execution of Belgravia Leisure's customer experience strategy, ensuring every interaction delivers exceptional outcomes for our guests, members, communities and contract partners.

You will work collaboratively across Operations, Marketing, Digital, Sales, Tourism and Program teams to optimise customer journeys, leverage customer insights and implement innovative service solutions that drive measurable business performance.

Key Responsibilities

• Lead and govern Belgravia Leisure's enterprise Guest Experience strategy.
• Own and optimise the end-to-end guest journey across all touchpoints.
• Drive customer satisfaction, loyalty, retention and member engagement.
• Lead customer insights programs including NPS, Voice of Customer, Guest Voice and Mystery Shopper initiatives.
• Deliver service culture, capability and customer experience training across the organisation.
• Oversee service recovery frameworks, complaints governance and reputation management.
• Lead strategic Food & Beverage and customer engagement initiatives.
• Drive sales and membership onboarding strategies to support growth objectives.
• Partner with technology teams to enhance digital experiences through AI, automation and journey optimisation.
• Manage strategic partnerships and key vendor relationships.
• Provide CX reporting, insights and recommendations to Executive and Board stakeholders.
• Represent Belgravia Leisure within relevant industry bodies and sector partnerships.

About You

You are an experienced customer experience executive with a proven record of leading large-scale service, membership or customer engagement functions within complex multi-site organisations.

You'll bring:

• Senior leadership experience in Customer Experience, Membership, Service Excellence or Guest Experience.
• Strong commercial acumen and a track record of linking customer outcomes to business growth.
• Expertise in customer insights, NPS, Voice of Customer and data-driven decision making.
• Experience leading enterprise-wide service improvement and cultural transformation programs.
• Knowledge of digital customer journeys, automation and emerging technologies.
• Exceptional stakeholder engagement and influencing skills.
• A passion for building high-performing teams and customer-centric cultures.

What We Offer

• Opportunity to shape the customer experience strategy of Australia's largest leisure management organisation.
• National leadership role with significant organisational impact.
• Collaborative and purpose-driven culture.
• Flexible and dynamic work environment.
• Career growth within a leading and innovative leisure organisation.

Essential Requirements

• Current First Aid Certificate (Level 2)
• Current CPR Certificate
• Working with Children Check (or equivalent)
• National Police Check

Why Belgravia Leisure?
At Belgravia Leisure, we're committed to helping more people participate in active, healthy and connected communities. We believe exceptional guest experiences are at the heart of everything we do, and we're looking for a leader who shares that vision.

Apply now and help shape the future of guest experience across Belgravia Leisure.

We value diversity and encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse (CALD) backgrounds, people of any age or gender, people identifying as lesbian, gay, bisexual, trans and gender diverse, intersex and/or queer (LGBTIQA+) and people with disability.

We are committed to providing a child safe environment. Please refer to our child safety framework. Successful applicants will be required to obtain a national police check and a Working with Children check.