Senior Customer Experience Lead – Culture & Leisure
Employment type: Full Time Permanent
Work Arrangement: Hybrid
Senior Customer Experience Lead – Culture & Leisure
Position No. 1039
Permanent Full-Time
Band 8 - $120,535.48 - $135,062.20, plus 12% statutory superannuation
Based within Wellington Shire's Culture & Leisure portfolio, this leadership role provides the opportunity to shape customer experience, service excellence and operational performance across major community facilities, including AquaEnergy.
Are you an experienced and strategic leader with a passion for customer service, team leadership and continuous improvement? We are seeking a Senior Customer Experience Lead – Culture & Leisure to provide strategic leadership, direction and operational oversight across customer service, marketing and communications, administration, memberships, café services and digital systems. This is a key leadership role focused on delivering consistent, high-quality and customer-focused outcomes that strengthen community engagement and organisational performance.
In this role, you will:
* Lead customer experience functions across Culture & Leisure, ensuring consistent, high-quality service delivery across facilities and service areas.
* Provide strategic and operational leadership across customer service, communications, administration, memberships, café services and digital customer systems.
* Act as the senior on-site leader at Aqua Energy, making real-time operational decisions and guiding supervisors and frontline teams through service, customer and incident matters.
* Drive continuous improvement in customer experience frameworks, service delivery models, operational systems and business processes.
* Lead the implementation of marketing, communications and member engagement initiatives that strengthen participation, retention and community connection.
* Support strategic planning, reporting, risk management, compliance and team performance across the broader Culture & Leisure portfolio.
About you:
* You bring substantial experience leading customer experience, service delivery or leisure operations within a complex organisation.
* You are a confident people leader who can build capability, foster accountability and create a high‐performing, customer-focused team culture.
* You have highly developed communication, stakeholder engagement and problem‐solving skills, with the ability to manage sensitive and complex issues professionally.
* You have strong experience in operational leadership, systems improvement, digital platforms and service optimisation.
* You can align day‐to‐day operations with strategic objectives, while maintaining compliance, risk awareness and service quality.
* You hold a degree or diploma in business, management, leisure or a related discipline, or bring equivalent demonstrated experience in a similar leadership role.
Key Selection Criteria:
* Demonstrated experience providing strategic and operational leadership across customer service, marketing, administration and digital systems.
* Proven track record in improving customer satisfaction, engagement and service quality within complex service environments, supported by a sound understanding of the culture and leisure industry.
* Highly developed stakeholder engagement skills, with the ability to build and maintain effective relationships with internal teams, community, stakeholders and partners.
* Strong financial and resource management capability, including experience in budgeting, financial oversight and effective allocation of resources.
* Appropriate tertiary qualifications in business, management, leisure or a related discipline, with degree qualifications preferred and postgraduate qualifications highly regarded.
Wellington Shire Council is an Equal Opportunity Employer and is proud to encourage applications from people of different backgrounds, abilities, ages, genders and/or sexual orientations and gender identities. Wellington Shire Council takes climate change and sustainability seriously and is looking to respond proactively and positively to the challenges ahead.
Wellington Shire Council is committed to upholding the Child Safe Standards and associated legislative requirements.
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