Member Experience Associate

The Commons; Cremorne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Discount on Commons locations

Free counselling sessions

Birthday leave

Ability to work across locations

Weekly events program

Further education program

Job summary

The Commons is seeking a Member Experience Associate to be at the heart of our community, delivering warm, personalised service at the front desk and supporting member onboarding, engagement and retention across Richmond or South Yarra locations.

You’ll manage enquiries, lead inductions, run courtesy tours for prospective members, coordinate with facilities teams, and help keep the space welcoming, safe and fully operational during evenings and weekends.

Qualifications

• Experience in customer service, hospitality, fitness or community engagement roles.
• Excellent communication and interpersonal skills.
• Organised with strong time management and multitasking abilities.

Responsibilities

• Warmly welcome members at the front desk and deliver outstanding service.
• Facilitate connections between members to foster a supportive community.
• Lead inductions for new members and deliver personalised experiences to enhance retention.
• Handle member enquiries via calls, emails and in person with a courteous approach.
• Conduct regular member check-ins and follow up with personalised communication.
• Provide tours for prospective members and document leads for follow-up.
• Oversee front desk operations, assist with facilities maintenance and safety checks.

Skills

Customer service

Hospitality

Communication

Time management

Multitasking

Teamwork

Job description

About the Role

As a Member Experience Associate, you’ll 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.

We’re currently seeking team members who are open to work at our Richmond or South Yarra location and available to work evening shifts and/or weekends (times vary). In your application, please indicate your preferred availability.

What you’ll do

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.

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.

You’ll bring

• 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.

Why You’ll Love Working with Us

At The Commons, you’ll be part of a team that values creativity, collaboration, and growth all within a culture built on community.

We offer:

• Discount on all Commons Cafe and Bar locations
• Free counselling sessions
• Birthday leave
• Ability to work across different locations
• Weekly events program e.g. breakfast club, yoga & drinks
• Further education program to support personal and professional development

Our Values

At The Commons, our values guide how we work, collaborate and show up for one another every day. We’re looking for people who genuinely embody these values in the way they think, act and contribute.

• Putting Our Members First
• Fostering Community
• Working Together as a Team
• Constantly Learning & Growing

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