Customer Experience Manager

At Love Athletica, great client experience is the brand. The person in this role understands that every inbox, every call, and every conversation is a brand moment that deserves to be treated that way. We're looking for the person who feels that responsibility the same way we do.

We're a growing premium Pilates brand with a loyal community across Victoria, South Australia and the ACT — built on real relationships, strong values, and a leadership team that cares deeply about doing things properly.

You'll be based in our Melbourne office Monday to Friday, leading a small team of CX assistance staff across weekends and embedded in a close-knit leadership group — our GM, Founder, Systems Partner, Tech Lead, and Marketing — all working toward the same thing.

If you understand that the experience is the product — and that how a member is looked after between classes matters as much as what happens in them — this role was written for you.

You'll own our full member communication ecosystem — email, Mindbody Messenger, GHL, voicemail — lead meaningful member outreach, and work with a genuinely invested team to keep refining the tools and workflows that underpin it all. And there's real opportunity ahead — a new website and customer-facing app in development that you'll help bring to life.

What you'll own

• All member-facing channels — email, Mindbody Messenger, GHL, voicemail
• Daily inbox triage and response across all states, 9am–5pm
• Weekend team escalation — 2 × PT/casual CX coordinators reporting to you
• GoHighLevel CRM — pipelines, automations, member lifecycle
• Proactive member outreach — reconnecting with lapsed members and nurturing trial enquiries
• AI bot deployment for Tier 1 inquiries (with Tech Lead)
• Attentive journeys — welcome, NPS, 30 and 60-day retention
• NPS dashboard — weekly review, detractors actioned
• CX input into the new website and customer-facing app
• Tech tools, customer-facing apps and software integrations — working with Mindbody specialists and technical managers on the member journey
• CX readiness for every new studio opening
• Weekly KPI reporting to the GM

What you'll bring

• Grown within a CX or member services role and ready to step up and own the function
• Experience owning multi-channel inboxes and triage at volume
• As comfortable in the detail — inbox management, Mindbody, policy navigation — as you are stepping back to lead
• CRM experience — GoHighLevel preferred; HubSpot or Salesforce considered
• Mindbody or fitness booking platform experience (highly regarded)
• Outreach mindset — comfortable leading proactive member calls and nurturing client relationships
• Confident with AI tools, automation, and chatbot deployment
• A genuine connection to the wellness or studio world — our members and their relationship with movement is the context for everything in this role

What we offer

• Competitive package including performance bonus — discussed with shortlisted candidates
• Unlimited Pilates membership across all LA studios — because if you're going to look after our members, you should know exactly what the experience feels like
• Solid foundations to build from — not starting from zero
• Real input into a new website and customer-facing app
• Tight leadership team: Founder, GM, Systems, Tech and Marketing

Your first 90 days

• Month 1: Inbox managed to the 24-hour standard from day one — plus a full channel and response quality audit presented to the GM by end of month
• Month 2: New location CX readiness signed off, proactive outreach underway, GHL refinements briefed, weekend team running confidently
• Month 3: KPI dashboard live, bot responses performing, 24-hour standard consistently met — first monthly report to GM with benchmarks, NPS, and recommendations

This role is available now. We're moving quickly for the right person.

Apply via LinkedIn or send your resume and a short note on what you've built to ***email_hidden***