Sam Carroll Email & Phone Number

Parkville, Vic, Au

Warrandyte South, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Activewear and sporting apparel for strong bodies and minds. Headstrong active is a place where 'you' fit.

Bentleigh, Victoria, Australia

Bentleigh East, Victoria, Australia

Melbourne, Australia

Leader of 100 staff, the Customer Experience business unit consists of the Customer Service, Member Experience and Business Support teams within the Leisure Services branch.My position is responsible for driving strategy, staff culture and providing advice, support and coaching to staff at Leisure, in relation to: - customer and member best practice; - sales & retention; - quality assurance; - project management; - business improvement, - recruitment and induction; - learning & professional development; - IT, business solutions and systems development;- financial performance; - and HR. My role objectives are to:- Contribute to the strategic leadership of Leisure Services- Contribute to the delivery of an outstanding Leisure and Recreation service and experience that meets the identified need of members and the broader Yarra community.- Manage Leisure’s ISO accredited Quality Assurance certifications and continuous improvement framework - Provide leadership and guidance on business improvement practices and project implementation - Develop, implement and monitor the financial, business, workforce and strategic performance of the Customer Experience business unit.- Actively coordinate all strategic and operational aspects of the Customer Experience business unit- To proactively lead and promote a positive work culture & staff wellbeing Some key achievements:- Implementation of key IT projects for Leisure Services: Oracle, Skype for Business and a dedicated call centre for the branch; I was the first adopter of this process in the Leisure industry - Managed the implementation of Perfect Gym, a new facility management platform for Leisure Services - Formation of the Customer Experience business unit which included the creation of nine new positions and two additional portfolios which joined the existing Customer Service team; Business Support and Member Experience- Achieved recertification of two ISO accreditations; ISO 9001:2016 & OHS: 4801

I was seconded to this role whilst the incumbent went on an extended period of leave and reported directly to the Manager of Recreation & Leisure Services.A senior manager of 250 staff, my role managed the Customer Experience, Operations and Health & Fitness business units within the Leisure Services branch at the City of Yarra. I worked in conjunction with another Unit Manager who managed the three remaining portfolios of Leisure Services.My position was responsible for driving strategy, business and financial performance for these business units and oversee the human resources processes and staff culture initiatives across the branch. Given this role was performed during Victoria’s lockdown period, I was responsible for the change management process for closures and reopening. I managed all staff related communication, HR, redeployment opportunities and was involved with developing the road to reopen plan for Leisure Services.For most of its duration, this position was delivered in conjunction with my role as project manager for the implementation of Perfect Gym, a new facility management platform for Leisure Services.

Melbourne, Australia

Leader of the Customer Service team, within the Leisure Services branch at the City of Yarra. My position was responsible for driving staff culture and providing comprehensive advice, support and coaching to staff in the team, in relation to recruitment and selection; learning & development; professional development and reviews, quality assurance, business performance and HR. Leisure Services are one of the largest branches at Council, with 350 permanent and casual staff employed across six portfolios, so my role required a diverse skill set and strong internal customer service. Our team was responsible for the following departments within the branch; - Sales & Retention; - Administration;- Customer Service, - Learning & Development; - Systems Development; - Finance- Support ServicesMy role includes;- Coordinating the Performance Plan and Review process- Overseeing all recruitment for the portfolio- Budget development, monitoring performance & forecasting - Mentoring people leaders within the team on performance management- A strong understanding of the EBA and Local Authorities Award- Providing strategic and financial direction for the team- Overseeing the training and development programs for all staff- Development and monitoring of Customer Service KPI's for the portfolio and branch

Yarra Leisure

I have backfilled the unit manager on six occasions from 2011 to 2018. These acting roles spanned three years in total whilst incumbents were on leave.Responsibilities of the roles included;- Responsible for the HR and Administration, Operations, Health & Fitness, Marketing and Dry Programs business units- Financial, business, workforce and strategic performance – - Overall management of the day to day operations of the facilities- As part of a board of management overseeing five Coordinators at Leisure Services - A member of the senior management team and internal service review board member- Overseeing capital works projects for the centres- Responsible for the internal and external auditing processes for Yarra Leisure, in particularly ISO 9001:2008 and OHS 4801- Reported directly to the Leisure Services Branch Manager

Leisure Services

Leader of the HR & Administration team, within the Leisure Services branch at the City of Yarra. My position is responsible for driving staff culture and providing comprehensive advice, support and coaching to people managers within the branch, in relation to recruitment and selection; learning & development; professional development and reviews and HR policy. Leisure Services are one of the largest branches at Council, with 200 permanent and casual staff employed across six portfolios, so my role requires a diverse skill set and strong internal customer service. Our team is responsible for the following departments within the branch; - Human Resources; - Administration;- Customer Service, - Learning & Development; - Systems Development; - Finance We work closely with the People & Culture branch at the City of Yarra, who provide further advice and support to the branch.My role includes;- Coordinating the Performance Plan and Review process- Overseeing all recruitment for Yarra Leisure- Budget monitoring & forecasting - Mentoring people managers on performance management- A strong understanding of the EBA and Local Authorities Award- Providing a strategic focus for the team- Overseeing the training and development programs for all staff- Development of local Yarra Leisure HR policy

City Of Yarra Leisure

Lead the Customer Service team, which are part of the Leisure Services branch at the City of Yarra. - Responsible for 60 casual, PPT and FT staff members across four locations- Staff development/performance reviews- KPI monitoring- Budget monitoring & forecasting for labour and retail line items- Recruitment- Training- Systems development

Master Of Business Administration (Mba), Human Resources

Masters of Business Administration

Education record