Member Experience Associate

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

As a Member Experience Associate, you'll be at the heart of The Commons community, providing warm, personalised service that supports member engagement, satisfaction, and retention. You will manage front desk operations, assist with onboarding, support sales and events, and ensure the facility is clean, welcoming, and fully operational.

Your role involves multitasking across member interactions, administrative tasks, procurement, and operational duties — all while upholding The Commons' high standards and values.

About You

You are an organised, approachable, and proactive individual who loves working with people. You have excellent communication skills and enjoy creating positive experiences through genuine connection and efficient service. You're comfortable balancing multiple responsibilities and thrive in a fast-paced environment.

Experience in hospitality, fitness, or community-focused roles will be highly valued, as will a customer-first mindset and attention to detail.

Key Responsibilities

Member Experience & Engagement

• Warmly welcome members and guests at the front desk, delivering outstanding customer service.
• Facilitate organic connections between members to promote a supportive, inclusive community.
• Lead inductions for new members, ensuring they feel welcome and equipped to enjoy their membership.
• Deliver personalised experiences that enhance member retention and satisfaction.

Member Enquiries & Communications

• Be the friendly first point of contact—juggling calls, messages, and emails with a smile, while making sure every member who walks through the door feels like the top priority.

Member Check-Ins & Engagement Monitoring

• Follow up with members with personalised communication.
• Monitor members with low attendance or high disengagement risk and follow up accordingly.

Member Sales Support

• Conduct personalised, high-quality tours for prospective members across locations.
• Document all leads and opportunities accurately for follow-up.

Events Support

• Assist the Events Coordinator with planning, preparing, and attending community events.

Operations & Facilities

• Ensure the building is fully operational, clean, and presented to a high standard at all times.
• Conduct SafetyCulture walkthroughs daily to maintain cleanliness and operational standards.
• Assist with maintenance issue resolution and log details accurately.
• Provide feedback to day and night cleaners to uphold presentation standards.
• Open and close the building as required.

Work Health and Safety (WHS)

• Comply with WHS standards to maintain a safe environment for all.
• Communicate and educate members and staff on safe practices.

Required Skills & Experience

• Previous experience in customer service, hospitality, fitness, or community engagement roles.
• Strong communication and interpersonal skills.
• Organised with excellent time management and multitasking abilities.
• Positive attitude with a customer-first mindset.
• Familiarity with WHS standards and commitment to safety.
• Ability to work independently and collaboratively as part of a team.

Benefits of Working at The Commons

• Collins Street Head Office
• Free counselling sessions
• Birthday leave
• Quarterly team dinners & generous awards
• Ability to work across different locations
• Birthday & anniversary gifts
• State social committees with monthly events ranging from pub drinks, picnics, bowling, movie screenings and beyond
• Events program
• Additional paid maternity leave
• Exclusive annual Halloween party
• Further education program to support in developing yourself personally and professionally

Values

All actions and behaviours must align with the company's core values:

• Putting people first
• Fostering a strong workplace culture
• Collaborating as a team
• Continuously learning and evolving