Member Experience Lead

**About The Commons Health Club**

The Commons Health Club is a premium wellness space dedicated to delivering the highest standard in fitness, recovery, and member care. From expertly programmed classes and state-of-the-art equipment to a beautifully designed bathhouse, every detail is curated to offer an exceptional experience. We're here to set a new benchmark for what a health club can be - where quality meets care, and community is at the heart of it all.

**About The Commons**

The Commons is a vibrant community where entrepreneurs, businesses, and curious minds come together to work, connect, and grow. We believe in fostering a culture of collaboration, innovation, and inclusivity — all grounded in genuine care for our members and each other.

**About the Role**

We are seeking a dedicated Member Experience Lead to play a pivotal role in delivering outstanding member experiences and maintaining the smooth operation of our health club facilities. This role is essential to ensuring a warm welcome, seamless onboarding, and consistently high standards of building presentation, cleanliness, and operational excellence.

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**About You**

You are a proactive and organised professional with a strong focus on customer experience, thriving in dynamic, fast-paced environments. With a background in events, operations, wellness facilities management, or member services—ideally in hospitality, fitness, or community-driven spaces—you bring valuable hands-on experience. Your excellent interpersonal skills help you build meaningful relationships with members, suppliers, and colleagues. You're energised by multitasking and problem-solving, and you take pride in contributing to a welcoming, inclusive culture that aligns with The Commons' values. Confident in communication and relationship management, you're passionate about delivering tailored experiences that enhance member engagement, satisfaction, and loyalty. Your sharp organisational abilities and attention to detail ensure smooth coordination of facilities, procurement, member interactions, and broader operational support.

**Key Responsibilities**

**Member Experience**
- Provide a warm and welcoming atmosphere for members and guests at the front desk, delivering exceptional customer service.
- Lead member inductions to ensure smooth onboarding and engagement.
- Deliver personalised member experiences that enhance retention and satisfaction.
- Collaborate with the team to resolve member complaints or issues promptly and effectively.

**Member Enquiries & Communications**
- Answer incoming phone calls promptly without compromising service quality.
- Actively seek, gather, and respond to member feedback.
- Monitor engagement levels and follow up with members at risk of disengagement.

**Member Sales & Tours**
- Conduct personalised club tours across all locations, highlighting facilities and membership benefits.
- Accurately document all opportunities and leads in the relevant systems.

**Procurement & Stock Management**
- Manage supplier purchases and deliveries to ensure stock control and operational efficiency.
- Take ownership of stock levels, replenishing and accounting for items as required.

**Operations and Facilities**
- Maintain high standards of cleanliness and presentation throughout the building at all times.
- Conduct SafetyCulture walkthroughs, addressing any issues related to cleanliness or operations.
- Assist in resolving maintenance matters.
- Provide feedback to cleaning teams to uphold presentation standards.
- Open and close the building as required.

**Work Health and Safety (WHS)**
- Adhere to and promote compliance with WHS standards throughout the club.
- Educate members and team on safe work practices to maintain a safe environment.

**Required Skills & Experience**
- Previous experience in operations, facilities management, hospitality, or member/customer service roles.
- Excellent communication and interpersonal skills with a customer-first mindset.
- Strong organisational abilities with keen attention to detail.
- Comfortable multitasking and problem-solving in a dynamic environment.
- Knowledge of WHS standards and commitment to workplace safety.
- Positive, adaptable attitude and team-oriented approach.

**Benefits of Working at The Commons**
- Complimentary health club access
- Free counselling sessions
- State social committees with quarterly events ranging from pub drinks, picnics, bowling, movie screenings and beyond
- Exclusive annual Halloween party

**Values**

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

- Putting our members first
- Fostering our community
- Working together as a team
- Constantly learning and growing