Customer Experience Manager

About the Role

GO PICKLE operates a fully technology-driven 24/7 service managing customer enquiries, bookings, memberships, social and coaching sessions, and venue incidents centrally before they reach venue locations. As Customer Experience Manager, you will lead these efforts across GO PICKLE's venue network. You will convert enquiries into bookings and memberships, oversee CRM and revenue data, and create Daily Venue Action Briefs to provide Venue Operations Managers with actionable insights about attendance, priorities, and potential risks or opportunities. This is a fully remote position, utilizing a robust integrated technology stack with no onsite attendance requirement.

Venue Network

• Campbelltown – established 24/7 venue.
• Ropes Crossing – planned 24/7 venue opening Q3 2026.
• Camden Sports Centre – scheduled to open Q2 2027.

You will support these locations to deliver consistent, high-quality customer experiences as the network grows.

Technology and Systems

• Access and manage booking and membership platforms.
• Operate a CRM integrated with telephone systems to log and track calls, enquiries, interactions, and follow-ups.
• Handle central customer inboxes and digital communications.
• Review venue activities and access incidents through remote CCTV and access control systems.
• Utilize dashboards monitoring leads, bookings, memberships, attendance, occupancy, and revenue metrics to prioritize daily work.

Primary Responsibilities

• Command the customer experience and revenue stream across all GO PICKLE venues centrally.
• Serve as the initial contact for all inbound calls, messages, and enquiries.
• Manage bookings, membership accounts, payment processing, and attendance tracking.
• Coordinate requests for social sessions, coaching, and initial visits.
• Monitor venue access and safety incidents through CCTV and other systems, providing immediate responses and escalating as necessary.
• Ensure timely, professional, and consistent resolution to all customer enquiries and issues.

CRM, Sales, and Revenue Management

• Oversee CRM including lead qualification, follow-up communication, campaign management, and conversion tracking.
• Manage and optimize the lead-to-member journey across all marketing channels and campaigns.
• Keep customer and revenue databases accurate, current, and actionable.
• Identify and seize opportunities to boost engagement, retention, booking rates, and membership revenue.
• Track and report on venue occupancy, digital sales performance, conversion metrics, and campaign outcomes.

Data and Insights

• Monitor first-time visits, attendance trends, booking behaviors, and customer feedback.
• Convert data insights into clear priorities and actionable tasks for venue teams.
• Spot emerging customer patterns, operational risks, and commercial prospects.
• Collaborate closely with Venue Operations Managers to ensure central data mirrors on-the-ground realities.

Daily Operational Rhythm

• Review and prioritise enquiries, membership leads, booking/payment issues, social/coaching requests, first visits and incident reports.
• Produce a Daily Venue Action Brief for each venue highlighting expected visitors, key priorities, booking challenges, session demands, staffing risks, and campaign tasks.
• Distribute these briefs to Venue Operations Managers for effective onsite planning and staff deployment.
• Close the operational loop by logging venue outcomes, attendance numbers, customer feedback, and any unresolved issues into the CRM.

Key Stakeholders

• Existing and prospective members
• Casual and walk-in customers
• Venue Operations Managers at Campbelltown, Ropes Crossing, and Camden Sports Centre
• Coaches and teams involved in GO PICKLE SQUAD and GO PICKLE KIDS programs
• Schools, clubs, associations, and corporate clients
• Marketing partners managing social media and promotional campaigns

What We Offer

• Competitive market-rate salary.
• Performance incentives tied to membership growth, conversion volumes, CRM accuracy, venue occupancy, digital sales expansion, and comprehensive customer feedback.
• A pivotal cross-venue role with visibility over the entire GO PICKLE network.
• Full autonomy supported by an advanced in-house technology suite.
• A dynamic, rapidly expanding environment within one of Australia's fastest-growing sports communities.

Candidate Profile

• Proven track record of exceptional customer service in fast-paced call center, sales, or membership environments.
• Comfortable managing a high volume of enquiries via phone, messages, and multiple communication channels.
• Strong sales acumen with demonstrated ability to convert enquiries into bookings and memberships.
• Empathetic and knowledgeable in matching customers with appropriate membership or service options.
• Able to articulate clearly the specifics of GO PICKLE's memberships, court reservations, social sessions, coaching, events, and offerings.
• Experienced with CRM platforms, booking systems, and utilizing reports and analytics.
• Skilled in clear, concise written communication.
• Effective at prioritizing and triaging multiple channels and venues concurrently.
• Commercially savvy with a keen understanding of revenue and performance indicators.
• Interest in pickleball with the ability to quickly assimilate detailed product and service knowledge.

Requirements

• Australian work eligibility is mandatory.
• Prior experience in call centers, customer service, membership sales, or operational roles is required.
• Background in pickleball or sports industry is desirable but not compulsory.

Equal Opportunity and Child Safety

GO PICKLE is committed to equity and diversity in recruitment, welcoming applicants regardless of race, gender, ability, religion, or age. The company prioritizes child safety and wellbeing across all venues, with team members accountable for ensuring protection from abuse in alignment with legal and ethical standards including Child Safe Standards.