About Us
Be part of an exciting transformation as we integrate three of Australia’s most respected swim schools—Aquatic Achievers, Carlile Swimming, and Kirby Swim. With a combined history of over 150 years of experience and expertise, our group is committed to leading the industry and enriching the communities we serve across more than 30 swim schools nationwide.
This transformation provides an incredible opportunity to strengthen collaboration, share knowledge, and amplify the positive impact we have on families and future generations.
About the Role
We are looking for a Customer Experience Manager (CXM) to join our Arana Hills Swim Centre leadership team and play a pivotal role in delivering high-quality swim programs. Reporting directly to the Swim Centre Manager, you will collaborate closely with the Program Manager (PM) to drive program success, mentor staff, and ensure seamless operations.
In this hands-on leadership position, you will oversee customer service delivery, support the development of customer experience and pool deck supervisor teams, and manage day-to-day operations to ensure an exceptional experience for students, staff, and families.
Key Responsibilities
- Collaborate with support functions to recruit, train, and mentor Customer experience reps & pool deck supervisors, ensuring professional development and adherence to high-quality standards.
- Conduct performance evaluations and address performance issues effectively to maintain a strong, capable team.
- Manage staff rosters and shift schedules to ensure operational efficiency and adequate staffing levels.
- Actively participate in delivering customer service and swim lessons to ensure consistency and excellence in program execution.
- Monitor Customer Service delivery and provide feedback to align with company standards and organisational goals.
- Foster a safe, inclusive, and supportive environment for staff, students, and families by ensuring compliance with WHS, child protection, and safety standards.
- Collaborate with the Swim Centre Manager to optimise processes, improve booking efficiency, and address operational challenges.
What We’re Looking For
We are seeking a dynamic leader with a passion for swim education and operational excellence.
Skills & Qualifications
• Education: Certification in swim teaching, CPR & 1st aid.
• Experience: Proven experience supervising and managing swim instructors, including scheduling, performance reviews, and staff mentoring. Demonstrated success in managing operational deliverables and team development.
• Technical Skills: Familiarity with operational and scheduling systems.
• Soft Skills: Strong communication, leadership, and mentoring abilities. Knowledge of Safeguarding children & young people and WHS standards.
Why Join Us?
• Be part of a legacy of swim education excellence with over 150 years of combined expertise.
• Make a real difference in local communities by shaping future generations through high-quality programs.
• Join a supportive and collaborative team in a role that combines leadership, mentorship, and operational impact.
• Access opportunities for professional development and career progression within a growing organisation.
Our organisation is also committed to protecting children and young people from harm. We require all applicants to undergo an appropriate screening process prior to appointment, as well as provide a range of resources to help team members understand our approach to safeguarding.
Ready to Make a Splash?
If you are passionate about leading high-quality swim programs and empowering others, apply now to become part of our team.
