Love fitness and passionate about customer service? Here’s your chance to combine both! CityFitness, one of NZ’s leading fitness providers, is on the lookout for a Member Services Manager to lead our vibrant Member Services team that services our clubs and members across Aotearoa. You’ll play a key role in delivering exceptional customer service and creating positive member experiences across our communication channels, while supporting our club staff with member enquiries. About the Role: As Member Services Manager, you’ll lead and develop a customer-focused team, that’s the first point of contact for our members. From phone, email, and social media to reviews and beyond, your team will deliver outstanding service while managing membership administration and billing with professionalism and care. You’ll oversee day-to-day operations, coach for high performance, support club staff, and step in to manage escalations — all while ensuring every member enjoys a consistent and exceptional experience. What You’ll Do: • Lead, coach, and develop a high-performing customer service team. • Oversee member communication and resolve escalated issues. • Manage membership and billing administration with accuracy. • Drive KPIs and ensure service excellence across all channels. About You: You’re a people-focused leader who thrives in a fast-paced customer service environment. Ideally, you bring: • Experience in a call centre or customer service leadership role. • Proven ability to coach, lead, and motivate a high-performing team. • Excellent communication, problem-solving, and conflict resolution skills. • Strong organisational and written skills with attention to detail. • Confidence with systems, data, and performance metrics. Why Join CityFitness? • Be part of NZ's largest Fitness chain. • Lead a passionate, customer-focused team. • Combine your love of fitness with customer service leadership. • Enjoy a supportive environment with real opportunities for growth and development. Apply now and take the next step in your career with CityFitness — where fitness and customer service come together to support our clubs and members across Aotearoa.