ONE PLAYGROUND ORIGIN

Starting from humble beginnings as a small bootcamp in Surry Hills, today, we are a national brand on a mission to “Inspire Change” in the Global Fitness Industry.

In March 2023, Fitness Playground became One Playground. This change represents our move beyond just fitness, and aesthetics, to become an all-encompassing Playground for all things health and fitness.

We’re in the midst of our biggest growth phase yet, 2025 saw the successful launch of three new Super Boutique clubs in Haymarket, Merrylands, and North Sydney, with even more exciting openings already on the horizon for 2026.

ONE PLAYGROUND PHILOSOPHY

We believe that Gyms must get better at taking care of their members. Our philosophy is “If we take care of our staff, they will take care of our members”.

This philosophy has been a critical driver for the growth of One Playground and our people over the past 11 years. It has led us to grow to a team of over 400 across seven locations, and we are proud to be consistently recognised as one of Australia’s best places to work.

Our accolades include being rated Top 50 Places to Work in Australia, 2019 & 2020 Employer of Choice Award, AFR Best Places to Work 2021, FITSummit Boutique of the Year 2022 and 2023 and 2024 ABA100® Winner for Training Excellence.

Over the next 18 months, the company will open 6 new locations which will provide an unprecedented opportunity to join a dynamic growing business, and we want “Great Humans” to join us on this journey.

WHAT ARE WE?

At One Playground, we are committed to creating the best gyms, not the most gyms.

We are a new kind of gym, a ‘super-boutique’, giving members complete access to a ‘one-stop-shop’ of fitness and wellness.

Our mission is to defy expectations by offering award-winning designs, fostering connected communities, providing a wide range of classes, and employing exceptional individuals who are passionate about what they do.

Alongside our purpose to “Inspire Change”, One Playground has a strong set of 6 core values.

We are “One Team”, of “Great Humans”, who get “Better Every Day”, working on “Mastering Our Craft”, so we can “Design the Future” and, most importantly, “Do Cool Sh*t!”

If this sounds like a workplace culture that resonates with you, we would love you to apply to become part of the team.

THE ROLE

We are seeking an exceptional individual to join our team as a Member Success Manager.

In this role, you will be responsible for leading our Member Service function to elevate experiences across every stage of the member journey, while driving member success through engagement, retention, and long-term value. You will lead a high-performing team in a people-oriented role that requires strong communication skills, operational excellence, and a genuine passion for helping others.

Working closely with the Head of Member Experience, you’ll ensure every interaction contributes to member satisfaction, engagement, and long-term loyalty.

YOUR KEY RESPONSIBILITIES

Frontline Performance & Service Excellence

• Lead the Member Service team to deliver outstanding experiences at every member touchpoint.

• Act as a hands-on leader, supporting inbox management and assisting with complex member enquiries.

• Troubleshoot system and membership issues to ensure seamless service delivery.

• Ensure all member interactions are professional, efficient, and aligned with One Playground standards.

• Maintain consistency and quality across all communication channels.

• Drive a culture of service excellence within the team, ensuring member success and satisfaction is at the heart of everything we do.
  

People Development

• Coach and mentor your team to consistently achieve their goals and deliver exceptional member experiences.

• Conduct regular 1:1s, performance reviews, and development planning.

• Support career progression and skill development within the team.

• Foster a high-performance, positive team culture aligned with company values.

• Identify and develop future leaders within the Member Service function.
  

Operational Success

• Manage and drive key performance metrics including retention, debt recovery, email response times and member feedback (NPS).

• Monitor team performance and implement strategies to improve results.

• Ensure operational targets are consistently met across all locations.

• Identify performance gaps and take proactive action to address them.

• Drive accountability and ownership of results within the team.

• Design and create initiatives to enhance and operational performance
  

Training & Development

• Design and facilitate outcome-based training programs that deliver measurable results.

• Lead onboarding and induction of new team members.

• Continuously upskill the team to improve service delivery and operational performance.

• Develop training resources and frameworks to support ongoing development.

• Embed a culture of continuous learning and improvement.
  

Systems & Admin

• Oversee the accurate management of Club Inboxes, Membership Systems and Databases.

• Ensure seamless processing of member data, payments, and communications.

• Maintain high levels of accuracy and attention to detail across all administrative tasks.

• Identify and implement process improvements to increase efficiency.

• Ensure compliance with internal systems, processes, and standards.
  

Analysis

• Conduct detailed audits across membership data, payments, and processes.

• Leverage data and insights to enhance team performance and member experience.

• Identify trends, risks, and opportunities to improve retention and reduce debt.

• Track and report on key performance metrics.

• Translate insights into actionable strategies that drive measurable outcomes within the service team, and across the company as a whole.

ABOUT YOU

• Working in the fitness industry is more than a job, it is a genuine passion.

• You naturally connect with people and make them feel valued and supported.

• Your written and verbal communication is clear, professional, and engaging, enabling you to build strong relationships with members and staff.

• You’re highly organised and have a great eye for detail.

• You have a genuine desire to help people with their health and fitness.

• You want a career where you can learn new skills and grow.

• Your leadership style prioritises the needs of others, embodying empathy, support, and dedication to the well-being of our community.
  

WHAT IS IN IT FOR YOU

• Working in a rewarding industry and making a difference.

• Free gym membership and access to all locations.

• Comprehensive staff benefits program.

• A clearly defined career progression plan to accommodate your goals and ambitions.
  

For us it doesn’t matter if you have less experience or more; what matters is alignment with our culture, having a passion for what you do and growing with the business in a meaningful and impactful industry.

If you are interested and find this exciting, we invite you to apply and send your resume & cover letter.

You can also take a tour on our website here: https://oneplayground.com.au/careers/