This is a Member Experience Lead role with The Commons based in Melbourne, VIC, AU The Commons Role Seniority - mid level More about the Member Experience Lead role at The Commons 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! 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. 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. 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. We’re looking for team members who are available to work Monday to Friday, with a rotating weekend shift every fourth weekend. Please state your availability in your application. 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 community Working together as a team Constantly learning and growing Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the The Commons team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Providing a warm and welcoming atmosphere Leading member inductions ️♂️ Conducting personalised club tours Key Strengths Customer service experience ️ Excellent communication skills Organisational abilities ⚠️ Knowledge of WHS standards Problem-solving skills Team-oriented approach Why The Commons is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with The Commons not with Hatch.
