Community Experience Team Leader

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Description:
Be the voice of the LSKD community

At LSKD, our community is everything. We exist to inspire people to be 1% better every day and this role sits at the heart of that mission.

We're looking for a passionate Community Experience Team Leader to help shape the experiences that make our community feel connected, valued and inspired. In this role, you'll bring the LSKD values to life while building genuine connections with our community members and creating memorable experiences at every touchpoint.

This is an opportunity to combine people leadership, operational excellence and community obsession in a role where you'll directly influence both team performance and development, while helping shape the experience of thousands of LSKD community members.

If you thrive on developing people, solving problems, driving continuous improvement and making a meaningful impact, this role is for you.

What You'll Be Responsible For

People Leadership & Team Development

Coach, develop and support Community Experience Experts through regular one-on-ones, feedback, performance conversations and career development.
Foster a high-performing, values-led culture where team members feel supported, challenged and empowered to grow.
Own the onboarding, training and ongoing development of new and existing team members.

Community Experience & Community Advocacy

Ensure every interaction reflects the LSKD brand, values and Unreasonable Hospitality philosophy.
Build meaningful connections with our community across live chat, phone, email, social media and community channels.
Act as the voice of our community by gathering, sharing and advocating for community feedback across the business.
Identify opportunities to improve community loyalty, retention and engagement through proactive community-focused initiatives.

Operational Excellence

Lead the day-to-day operations of the Community Experience Team, ensuring service levels, KPIs and team objectives are consistently achieved.
Coordinate team tasks/workflows, priorities and resourcing to deliver an exceptional experience across all channels.
Create, maintain and continuously improve processes, documentation, playbooks and knowledge resources.
Ensure the team is equipped with the tools, training and support needed to perform at a high level.

Insights, Innovation & Continuous Improvement

Challenge the status quo and foster a culture of continuous improvement by testing new ideas and finding better ways of working.
Leverage AI, automation and emerging technologies to remove friction, improve efficiency and enhance both the community and team experience.
Use data, reporting and community insights to identify trends, solve problems and drive informed decision-making

Strategy & Cross-Functional Collaboration

Partner with the Community Experience Leadership Team to deliver team OKRs, strategic priorities and key initiatives.
Collaborate with teams across the business to support projects that contribute to the growth and success of LSKD.
Help shape the future of the Community Experience function by identifying opportunities to scale, innovate and elevate the community experience.

What You’ll Bring

• 2–3 years' experience in a similar leadership or coaching role.

A genuine passion and experience for creating exceptional community experiences and building genuine community connections.
Exceptional written communication skills with a strong sense of tone and brand voice.
Strong understanding of AI and automation to within a help desk (Gorgias or similar) with the purpose of improving efficiency while maintaining a human-first experience.
Ability to move quickly while maintaining care and quality.
Experience in building and presenting analytical and data-driven insights to inform decisions and drive performance.
High emotional intelligence and the ability to build trusted relationships with both team members and the community.
Ability to balance people, performance and process to achieve team and business outcomes.
Curious and solutions-focused, with a continuous improvement mindset and willingness to challenge the status quo.

Benefits and perks

Work in a founder-led business, shaping the future of our brand at scale
Thrive in a vibrant, creative, and collaborative office culture
HQ location nestled between Brisbane and the Gold Coast - easy commute within reach of your all-important lifestyle
Team discounts on LSKD gear and exclusive partner perks
Access to wellbeing support through our Employee Assistance Program
Top tier paid parental leave program
Professional development opportunities: workshops, multi-day sessions, Audible listening to our LSKD book library, vision and goal setting/coaching
Get active with fitness initiatives and community events - on-site gym, 3 x weekly lunch time team workouts
Reimbursement for participating in fitness events
Be part of a brand that values creativity, innovation, culture, and community, and inspires people to be 1% Better Every Day

Why LSKD?

LSKD is an Australian-owned and operated, community-focused brand with our HQ in Loganholme, creating high-quality, functional sportswear with a street aesthetic. We move fast, challenge the status quo, and constantly evolve, inspired by a mindset of curiosity, creativity, and the drive to be 1% Better Every Day.

Join us and you’ll be part of a culture that values innovation, collaboration, impact, and community; where your ideas matter, your work shapes the brand, and your contribution is part of something bigger.

So what do you need to get the gig? Turn this application upside down: blow it out of the water and show us why you want to be part of Australia's fastest growing activewear brand!