Member Experience Lead

The Commons; City of Melbourne; On-site; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Complimentary health club access

Free counselling sessions

Birthday & anniversary gifts

State social committees with quarterly events

Additional paid maternity leave

Exclusive annual Halloween party

Further education program

Job summary

A premium wellness center in Melbourne is seeking a dedicated Member Experience Lead to enhance member interactions and maintain operational excellence. This role involves ensuring a welcoming atmosphere, leading member onboarding, and managing facility cleanliness and communications. The ideal candidate brings experience in hospitality or member services, strong organizational skills, and a passion for fostering a community-focused environment. Benefits include complimentary health club access and a further education program for professional growth.

Qualifications

• Previous experience in operations, facilities management, hospitality, or member/customer service roles.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Strong organizational abilities with keen attention to detail.
• Comfortable multitasking and problem-solving in a dynamic environment.
• Knowledge of WHS standards and commitment to workplace safety.

Responsibilities

• Provide a warm and welcoming atmosphere for members and guests at the front desk.
• Lead member inductions to ensure smooth onboarding.
• Collaborate with the team to resolve member complaints effectively.
• Manage supplier purchases and deliveries for stock control.
• Maintain high standards of cleanliness and presentation.

Skills

Customer service

Communication

Organizational skills

Multitasking

Problem-solving

Job description

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.

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 (focussing on events, operations or wellness facilities) 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.

We’re currently seeking team members who are available to work evening shifts and/or weekends (times vary).

In your application, please indicate your preferred availability.

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.
• 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.

Values

All actions and behaviours must align with the philosophy and values of The Commons:

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

Benefits of Working at The Commons

• Complimentary health club access
• Free counselling sessions
• Birthday & anniversary gifts
• State social committees with quarterly events ranging from pub drinks, picnics, bowling, movie screenings and beyond
• Additional paid maternity leave
• Exclusive annual Halloween party
• Further education program to support personal and professional development