Love Athletica is a premium Pilates brand committed to delivering an exceptional client experience across every studio and interaction. As we continue to grow nationally, we are investing in strong leadership and scalable systems to ensure every client interaction reflects our mission: to be the best part of our clients' day.
About The Role
The Customer Service Manager is a key leadership role responsible for delivering a consistent, high-quality client experience across all customer touchpoints. This role combines people leadership, systems thinking, and operational excellence to ensure client enquiries, feedback, and issues are managed efficiently, professionally, and in alignment with the Love Athletica brand.
Reporting to the National Operations Manager, you will lead the customer service function nationally, develop and embed service standards, and build a high-performing team that supports client retention, conversion, and long-term loyalty.
Key Responsibilities
Client Experience Leadership
* Lead the day-to-day customer service function across all channels, including email, phone, and digital platforms
* Develop, implement, and maintain clear customer service standards, response guidelines, and escalation pathways
* Ensure consistent application of Love Athletica policies across all customer interactions
* Act as the escalation point for complex or sensitive client matters
* Monitor service quality, response times, and client feedback, driving continuous improvement
* Ensure customer service delivery actively supports client satisfaction, retention, and conversion
Systems & Process Excellence
* Own and continuously improve customer service systems, workflows, and documentation
* Ensure optimal use of booking and CRM platforms (including Mindbody) to support efficient service delivery
* Identify gaps or inefficiencies in current processes and implement practical, scalable solutions
* Collaborate closely with Operations, Marketing, and Studio Leadership to align systems with the desired client experience
* Use reporting and data insights to identify trends, recurring issues, and opportunities for improvement
People Leadership
* Recruit, onboard, and train customer service team members in line with Love Athletica standards
* Set clear expectations and provide ongoing coaching, feedback, and performance support
* Manage customer service rostering to ensure appropriate coverage aligned with business demand
* Support capability development through regular check-ins, training, and process updates
* Foster a positive, accountable, and supportive team culture aligned with Love Athletica values
About You
You are a confident people leader with a passion for delivering exceptional customer experiences. You bring a structured, systems-focused mindset, strong communication skills, and the ability to balance empathy with accountability. You thrive in a fast-growing environment and enjoy building teams and processes that scale.
Skills, Experience & Capabilities
Essential
* Proven experience in customer service leadership or management
* Strong people leadership and coaching capability
* Experience designing and improving customer service processes and systems
* High-level communication, problem-solving, and stakeholder management skills
* Strong attention to detail with the ability to manage competing priorities
Desirable
* Experience in fitness, wellness, retail, or service-based environments
* Experience working with booking or CRM platforms (e.g. Mindbody)
* Experience supporting multi-site or growing businesses
Personal Attributes
* Client-first mindset with a strong sense of ownership and accountability
* Calm, confident, and professional in complex or sensitive situations
* Values-led leader who positively influences culture and behaviour
* Proactive, organised, and solutions-focused
* Aligned with Love Athletica's brand, values, and mission