Join the Cartel as our next Customer Care Call Centre Manager!

Why Join Fitness Cartel?

• FREE Gym membership
• Discounts across FC Apparel, Nutrition Cartel & Merse Wellness Spa
• Ongoing training, development and leadership opportunities
• Career progression opportunities within a rapidly growing company
• Birthday day off - celebrate on us!

The Role

We’re looking for an experienced and people-focused Customer Care Call Centre Manager to lead our growing customer care division across the Fitness Cartel network.

In this key leadership role, you’ll oversee all facets of member retention, cancellations, overdue account management and customer service operations, while mentoring and developing a high-performing customer care team. You’ll play a pivotal role in improving member experience, reducing cancellations, driving retention strategies, and supporting operational excellence across all clubs.

This is an exciting opportunity for someone who thrives in leadership, loves creating structure and process improvements, and can confidently balance customer experience with commercial outcomes.

Key Responsibilities

• Lead, mentor and performance manage the Customer Care team to ensure high performance, strong member experience and achievement of retention and collections KPIs
• Oversee member retention, cancellations, overdue account management and escalated enquiries, ensuring all interactions are handled professionally and effectively
• Develop and implement policies, procedures, onboarding programs and operational best practices to support company growth and team development
• Analyse reporting, trends and performance data to identify opportunities to improve retention, reduce overdue accounts and drive operational efficiencies
• Create and deliver engaging training content and onboarding support for Club Operations Managers and Customer Care team members
• Manage customer communications, feedback and Google Reviews across all locations while collaborating with Support Office teams to continuously improve processes and member satisfaction

About You

• Proven leadership experience within customer service, retention or collections
• Strong communication and conflict resolution skills
• Ability to lead difficult conversations with empathy and professionalism
• Highly organised with excellent time management skills
• Analytical mindset with confidence interpreting reports and data trends
• Experience developing training programs, procedures and onboarding processes
• Passionate about delivering exceptional customer experiences
• Comfortable working in a fast-paced, high-growth environment

About Fitness Cartel

Fitness Cartel is one of Australia’s fastest-growing health and wellness brands, with plans to expand to 60+ clubs by 2030. Our state-of-the-art facilities offer much more than just a gym — from Reformer Pilates and Cycle Studios to cafés, recovery spaces, saunas and crèche facilities, we’re creating feel-good destinations that inspire our communities to move, perform and thrive.

At Fitness Cartel, we believe in building strong teams, promoting from within, and creating exciting long-term career pathways for our people.

Ready to join the Cartel? Apply now and become part of something bigger.

No recruitment agencies please.