Join the Cartel! 

At Fitness Cartel Australia, we’re more than a gym – we’re an exciting and fast-growing brand with plans to expand to 60+ clubs by 2030. Our state-of-the-art facilities include everything from Cycle Studios and Reformer Pilates to cafés, crèche, and saunas, creating a feel-good environment that motivates, challenges, and inspires.

The Role: 

As the Centralised Customer Care Manager, you will lead a high-performing team responsible for member retention, customer service, cancellations, and debt recovery. You’ll oversee day-to-day operations of the call centre, manage escalated enquiries, and ensure timely collection of overdue payments through strategic leadership and exceptional service. This role includes training and onboarding new Club Operations Managers, developing company policies, and maintaining a positive team environment focused on achieving performance targets and continuous improvement.

Key Responsibilities: 

• Lead, mentor and manage the Customer Care team, ensuring efficient handling of cancellations, overdue accounts and member enquiries.
• Set clear objectives and KPIs for retention, collections, and team performance, monitoring and supporting daily targets.
• Develop and implement strategies to improve member retention, reduce cancellations and minimise overdue balances.
• Oversee membership billing, debt recovery, and reporting, analysing trends to drive process improvement.
• Manage escalated account enquiries and support outreach campaigns during peak periods or team absences.
• Ensure timely and professional communication with members across platforms (phone, email, SMS).
• Handle customer feedback via Google Reviews and implement initiatives to improve overall club ratings.
• Facilitate onboarding and ongoing training for Club Operations Managers and Customer Care staff, with a focus on retention and service excellence.
• Design and deliver training sessions and materials, including the rollout of new policies and procedures.
• Collaborate with Head Office to ensure compliance, consistent service delivery, and continuous improvement.

What you’ll need to succeed: 

• 3+ years in a Customer Service Manager or Team Leader role.
• Proven ability to lead, mentor, and manage performance within a customer care team
• Skilled in handling difficult conversations, driving member retention, and ensuring high satisfaction
• Experienced in managing billing, overdue accounts, and reducing cancellations through strategic initiatives
• Ability to design and implement procedures, training materials, and onboarding programs
• Proficient in using data to identify trends, optimise processes, and enhance business outcomes
• Australian working rights.

What we’ll offer you in return: 

• OG status: As this is a new department, be instrumental in its development, working with the Regional Manager & other senior managers on implementing systems, policies & procedures.
• A Thriving Culture: Be part of the fitness industry’s most exciting and rapidly expanding brand.
• Career Growth: Opportunities for training, development, and advancement through our Future Leaders program.

Perks:

• FREE GYM membership to all Fitness Cartel locations.
• Discounts on supplements, apparel, and café products.
• FREE Merse Wellness Spa membership.
• Birthday Leave – have your birthday off, and get paid for it!
• Work in state-of-the-art fitness clubs offering 24/7 access, cycle studios, reformer Pilates, saunas, cafés, and more.

How to Apply: 

Click ‘APPLY’ to submit your resume and a cover letter explaining why you want to work with Fitness Cartel and what you can bring to our team. Applications will be reviewed as received, so don’t wait—apply today!

Note: Only candidates meeting our selection criteria will be contacted. No agencies please!