Member Experience & Growth Manager

Brisbane, QLD | Full Time | $85,000 - $100,000 + Incentives

This is an opportunity to lead the growth and experience of one of Brisbane's most established and evolving health and wellness destinations.

Privately owned and community-driven, this business has built a loyal member base over many years, and is now entering its next phase of expansion. With significant investment into new facilities, programming, and member experience over the next 3-6 months, the focus is clear:

Elevate the standard. Deepen connection. Drive sustainable growth.

You'll play a central role in making that happen.

The Opportunity
This role sits at the intersection of sales, service, and community.
You will own the full member journey, from first interaction through to long-term retention, while leading and developing a front-of-house and membership team to deliver a consistently high-quality experience.

This is a hands-on leadership role for someone who can move seamlessly between:

• Coaching a team

• Driving performance

• Being present on the floor

• Building genuine relationships with members

The Environment You'll Be Leading
This is a large-scale, multi-offering facility designed to support a wide range of members and training styles.

You'll be working across an ecosystem that includes:

• Dedicated functional and performance training spaces

• Multiple group fitness studios (strength, conditioning, mind-body)

• A full-service gym floor

• Aquatics, recovery, and wellness facilities

• A growing calendar of events, programs, and community activations

The opportunity is not to maintain what exists, but to evolve it into a more connected, elevated member experience.

What You'll Own

Growth & Sales Performance

• Lead the end-to-end member acquisition strategy

• Oversee tours, follow-ups, referrals, and onboarding

• Build and refine sales systems and campaigns

• Track performance, conversion, and pipeline metrics daily

• Coach the team to deliver consistent, values-led sales experiences

Member Experience & Retention

• Design and elevate the full member journey

• Implement retention strategies, onboarding pathways, and engagement touch points

• Identify trends in behaviour, feedback, and churn, and act on them

• Collaborate with coaching and wellness teams to align experience with member needs

Community & Brand Experience

• Be a visible and trusted presence within the club

• Lead events, challenges, and activations that build connection

• Oversee member communication across all touchpoints

• Build local partnerships to strengthen brand presence and community integration

Leadership & Team Development

• Lead, coach, and develop a high-performing front-of-house and membership team

• Create a culture of ownership, accountability, and energy

• Identify and grow future leaders within the business

Who This Role Is For
You are not just a manager, you are an operator.

You bring a strong balance of:

• People leadership, you build teams that people want to be part of

• Commercial awareness, you understand numbers, targets, and growth

• Customer obsession, you care deeply about experience and retention

• Presence, you lead from the front and set the tone on the floor

You thrive in environments that are:

• Fast-moving

• Community-driven

• Experience-focused

And you are motivated by the opportunity to:

• Build something better

• Take ownership

• Be part of a business that is evolving, not standing still

What We're Looking For:

• 3-5+ years in a similar role within fitness, wellness, or hospitality

• Proven team leadership experience (sales/front-of-house)

• Strong sales mindset with a focus on growth and conversion

• Passion for member experience, retention, and community

• Hands-on leader who thrives on the floor

• High energy, ownership, and accountability

• Able to build culture and develop people

• Commercially aware, understands targets, KPIs, and performance

What's On Offer

• Competitive salary + performance incentives

• A genuine leadership role with influence over growth and experience

• A business investing heavily in its next phase

• Strong team culture and community environment

• Membership and additional lifestyle benefits

This is a rare opportunity to step into a business with:

• Scale (large member base and facility)

• Loyalty (strong existing community)

• Momentum (significant investment and evolution underway)

...and play a key role in shaping what comes next.

Apply
If you're ready to step into a role where you can lead, build, and elevate, we'd love to hear from you.

Submit your application with a short introduction outlining your experience and what excites you about this opportunity.