Member Experience Lead

**About The Commons**

The Commons is an ecosystem of entrepreneurs, businesses, and curious minds—working, connecting, and growing under a common roof. Driven by the sincere desire to see people flourish, we support curiosity and believe in the collective power of people to instigate change. Our focus is on building and strengthening community, and we challenge the status quo in an effort to innovate.

As a fast-growing team, we offer endless opportunities for professional development, career progression, and collaboration with some of the brightest minds in the industry. We thrive on creativity, innovation, and a strong team culture that champions fresh ideas and ambitious thinking. If you're looking for a dynamic workplace where no two days are the same, where your contributions truly make an impact, and where you’ll be surrounded by passionate, like-minded individuals - The Commons is the place to be.

**About the Role**

We’re on the lookout for an exceptional Member Experience Lead to help shape how our members experience life at The Commons. This is a deeply customer-facing role, where you’ll be the heartbeat of our spaces—connecting, supporting, and energising members every day. You’ll play a vital role in bringing our strategy to life on the ground by building stronger communities, launching meaningful initiatives, and making sure every member touchpoint feels thoughtful and engaging. If you’re passionate about people, community-building, and improving experiences, this is your chance to make a real impact.

**About You**

You are an intuitive and driven professional with a passion for creating vibrant communities and seamless member experiences. You love to connect with people, uplift others, and lead with a hands-on approach. Your ability to problem-solve, mentor, and bring energy into a room sets you apart. Whether it’s leading a program rollout, supporting a struggling site, or brainstorming new engagement strategies—you thrive on making a difference and helping others do the same.
- The main duties of the role include but are not limited to the below:_

**Key Responsibilities**

**Community Engagement & Member Experience**
- Be a daily presence across our sites—greeting members and guests at the front desk with warmth and professionalism.
- Work closely with Community Teams to support event planning, onboarding, and engagement-building efforts.
- Mentor and coach Community Teams to elevate their on-site experiences and boost confidence where needed.
- Support the launch of new sites with member onboarding, community rituals, and internal readiness.

**Member Experience Program Design & Rollout**
- Collaborate with the Member Experience Manager to test and implement new programs across locations.
- Assist in team training, program delivery, and quality monitoring across the rollout lifecycle.
- Gather feedback and insights to help improve our programs and report findings to key stakeholders.

**Community Health Activation**
- Identify communities that show signs of disengagement via team input, event attendance, or member feedback.
- Work with Community Managers and Associates to uncover root causes and co-create tailored engagement strategies.
- Help implement targeted programs, rituals, or touchpoints to rebuild connection and momentum.

**Event Oversight & Brand Consistency**
- Ensure all events reflect The Commons’ brand, values, and standards.
- Review event proposals and provide quality assurance and strategic input.
- Support the planning and execution of large-scale events with logistics, vendor management, and on-the-ground leadership.

**Strategic Member Engagement**
- Support the Member Experience Manager in gathering member stories and ideas for newsletters and events.
- Assist with behind-the-scenes logistics for Founders in Commons events—including run sheets, vendor coordination, and on-the-day support.
- Drive loyalty and connection through meaningful interactions with key accounts and strategic programs.

**Member Journey Optimisation**
- Identify and help resolve friction points across the member lifecycle.
- Assist in developing seamless handoff processes, welcome rituals, and communications that foster continuity and care.
- Work with the broader team to close feedback loops and turn insights into system and touchpoint improvements.

**Required Skills & Experience**
- 3+ years in customer experience, community, hospitality, or events.
- Exceptional verbal and written communication skills.
- Natural connector with the ability to build rapport and energise teams.
- Experience in mentoring or coaching others.
- Problem-solving mindset with strong initiative.
- Excellent organisation and project management abilities.
- Comfortable with change, ambiguity, and fast-paced environments.
- Proficiency with G-Suite; familiarity with tools like Slack and Canva a bonus.

**Benefits of working at The Commons**
- Collins Street Head Office
- On-site Chef with nutritious lunch provided dai