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At All Starz Performing Arts, we believe dance is about far more than classes.
It's about confidence, belonging, growth, and creating experiences that families genuinely love being part of.
As our studio continues to grow, we are looking for a leader to join our team in a newly restructured full-time role:
Head of Customer Experience & Accounts
This is a leadership position for someone who thrives in:
Operations
Communication
Systems
Team leadership
Accounts management
While this role leads the Customer Experience Department, it is also still a hands-on reception role.
You will work directly in reception alongside the team day-to-day, supporting families, managing customer communication, assisting with accounts, and helping create the warm and welcoming environment our studio is known for.
This is a role for someone who enjoys both leadership and being actively involved in the day-to-day customer experience.
About The Role
This role oversees:
Reception & Customer Experience
Parent Communication
Customer Accounts & Billing
Retention Systems
Retail & Uniform Operations
Reception & Front of House Team Leadership
This is a hands-on leadership role combining:
Reception
Operations
Communication
Finance administration
Team management
You will work closely with the studio directors and leadership team while taking ownership of the day-to-day customer experience department.
Key Responsibilities
Reception & Customer Experience
Work directly within reception operations each day
Support families in person, over the phone, and via email
Lead and oversee daily reception operations
Ensure families receive exceptional customer service
Manage onboarding for new students and families
Maintain strong communication systems with customers
Handle customer concerns and escalations professionally
Lead Conversion & Retention
Manage enquiry follow-up and trial bookings
Support student retention and re-enrolment systems
Create positive customer touchpoints throughout the year
Monitor and improve customer experience systems
Accounts & Billing
Oversee customer account setups and management
Manage billing cycles and payment plans
Monitor overdue accounts and debtor follow-up
Handle AutoPay systems and failed payment resolution
Ensure accuracy of customer financial records
Support families with account and payment enquiries
Retail & Uniforms
Oversee uniform fittings and retail presentation
Manage stock ordering and inventory systems
Support seasonal merchandise launches
Drive retail organisation and customer experience
Lead and support junior reception team members
Assist with training and accountability
Help build strong systems and operational workflows
Maintain high presentation and communication standards
About You
We are looking for someone who:
Is highly organised and proactive
Enjoys both leadership and customer interaction
Thrives in a fast-paced environment
Genuinely enjoys working with people
Can confidently manage systems and problem-solve
Brings warmth, professionalism, and initiative
Is capable of both high-level thinking and hands-on execution
You are someone who:
Notices the details
Takes ownership
Communicates clearly
Stays calm under pressure
Loves creating structure and efficiency
Is happy working both "on the floor" and behind the scenes
Wants to help build something bigger long-term
Experience Preferred
Ideal experience may include:
Reception or operations management
Accounts administration
Team leadership
Dance studio, fitness, education, or service-based industries
Dance experience is welcome but not essential.
Leadership capability, organisation, communication, and ownership mindset are the priority.
What We Offer
Full-time leadership position
Long-term growth opportunity within our company
Supportive and passionate team environment
Opportunity to help shape systems and operations
Creative and community-focused workplace
A role with real ownership and impact
Competitive salary based on experience
To Apply
Please submit:
Your resume
And tell us why this role excites you
Applications can be submitted via SEEK.
We would love to hear from you.
Unlock job insights
Hirer responsiveness Salary match Number of applicants
Your application will include the following questions:
Which of the following statements best describes your right to work in Australia? Do you have customer service experience? Do you have experience leading agile teams? What's your expected annual base salary? Do you have a current Working With Children (WWC) Check?
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