Gemma McCooke

• Delivering multi‑stakeholder community projects, including a $700,000 three-year dog off‑leash infrastructure program across 45 sites, a $200,000 upgrade at Jack Edwards Reserve, and a $50,000 dog agility zone at Whitehaven Crescent Reserve. These projects improve amenity, increase accessibility, and enhance community use across key open‑space assets.
• Leading benchmarking research across multiple Victorian councils to inform updates to Monash’s Recreation and Sport Allocation Policies, fees and charges frameworks, and recreation strategies.
• Embedding community consultation into every project to ensure designs reflect community needs and support successful delivery.
• Led the development and rollout of a new City of Monash sport facility GIS Weave layer in collaboration with key internal stakeholders.

• Led a large, diverse team of 25 staff across 3 gym facilities through clear communication and authentic leadership, consistently achieving strong performance outcomes and delivering exceptional customer service to members.
• Recruited, developed, and supported staff who aligned with the Active Monash vision and values, fostering a high‑performing and engaged workforce.
• Maintained exceptional customer service standards by implementing and monitoring the Service Improvement Program across all touchpoints. Improving the customer service SIP score from 60% to 90% across 2 years.
• Drove personal training performance by ensuring sessions and program revenue targets supported member retention and contributed to new membership growth.
• Facilitated collaboration between different departments within the organization to foster a cohesive working environment conducive to delivering successful events.
• Implemented a customer service feedback system to continuously improve event offerings based on member preferences and suggestions.

Secondments

• Recreation Project Officer – Aug 2019 (3 months)
• Health & Fitness Manager – June 2019 (2 weeks)
• Health & Fitness Manager – June 2018 (4 weeks)

• Enrolment Coordinator – Heart Health Program
  Generated new participant leads and delivered a consistently high standard of service to DVA veterans engaging in the Heart Health Program, ensuring a supportive and streamlined enrolment experience.

• Health Coach – Heart Health Program
  Provided personalised health coaching to approximately 90 clients per month, supporting participants to build sustainable habits, improve wellbeing outcomes and remain actively engaged in the program.

• Gym Manager – Jemena Corporate Facility
  Oversaw daily operations of the onsite corporate gym for Jemena employees, ensuring a safe, welcoming and well‑managed environment that supported staff wellbeing and promoted regular physical activity.