Introduction

At LSKD, our mission is to inspire our community to be 1% better every day. That's why we create high-quality functional sportswear with a street aesthetic to support our community on their journey. We believe the mindset extends beyond fitness—it's about growing personally, professionally, and in every area of life.

We are Australian-owned and operated, and while our global HQ proudly calls Logan home, the energy that started it all has grown into a thriving global community united by the pursuit of becoming 1% better.

The Community Experience Manager leads the people, performance and day-to-day operations of LSKD’s Community Experience Team, making sure our CX operations can scale with our global growth without losing the human connection our community expects. As a leader of leaders and operational expert, you’ll turn CX strategy into transparent priorities, develop high-performing Team Leaders and use data and insights to help us get 1% better. You’ll move between people and numbers - coaching leaders, reviewing performance and workforce needs, and partnering across the business to remove customer pain points.

Ultimately, this person ensures we have the right people, in the right place, focused on the right things, with clear measures of success.

This is a full time role based in our Global HQ in Loganholme, QLD.

Description

How You'll Make An Impact...

CX Operations & Performance

- Own the day-to-day performance of Community Experience across phone, live chat, email and social.
- Drive CX KPIs and service levels, including response times, resolution, productivity, quality, CSAT/NPS and channel performance.
- Create clarity, structure and visibility across the team so everyone knows what matters, what they own and what success looks like.
- Use data and insights to identify trends, risks and opportunities and turn them into action.
- Lead operational readiness for launches, promotions, peak periods and other high-volume moments.

Global Workforce Planning
- Own workforce planning and resource allocation across channels, markets and time zones.
- Forecast demand and translate contact volumes into staffing and roster requirements.
- Balance customer experience, team wellbeing and operational efficiency when making resourcing decisions.
- Build scalable operating models and identify future capacity and capability needs as LSKD grows globally.

Leadership & People Development
- Lead, coach and develop Community Experience Team Leaders, building capability across leadership, coaching, performance and accountability.
- Set clear expectations and create a high-performance culture grounded in LSKD’s mission, values and leadership practices.




- Identify capability and performance gaps early and create clear pathways for development and growth.
- Bring our belief that leaders are teachers to life through consistent coaching, feedback and development.

Continuous Improvement & Operational Excellence
- Continuously improve CX processes, SOPs, playbooks and ways of working so they’re simple, scalable and effective.
- Identify customer and team friction, get to the root cause and drive solutions that make the experience better.
- Lead operational improvement projects from idea through to implementation, adoption and measurement.
- Create a culture of 1% Better Every Day, where improvement is simply how we operate.

Cross-Team Execution
- Build strong relationships across Ecommerce, Retail, Distribution Centre, Product, Marketing and Technology.
- Represent CX in cross-functional planning and turn community insights into action across the business.
- Drive resolution of issues that impact the community experience and support the team through critical customer moments.

Technology, AI & Operational Scale
- Champion CX technology, AI and automation that makes the team’s day-to-day easier, faster and more effective.
- Identify opportunities to remove repetitive work and customer friction through better systems and automation.
- Partner on the implementation and optimisation of CX technology, measuring its impact on productivity, quality and experience.
- Make sure technology helps us create more meaningful human connection, not replace it.

What You'll Bring To The Role...

- 3+ years' experience across CX, Customer Service, Contact Centre or Customer Operations in a fast-paced/start up workplace.

- Proven experience leading leaders; developing Team Leaders.
- A genuine passion for people development. You know how to coach, give feedback, have courageous conversations and help people realise what they're capable of.
- Experience building solid team cultures where high performance and genuinely caring about people coexist.
- Comfortable using KPIs, data and customer insights to understand performance, make decisions and help teams get 1% better.
- A track record of challenging the status quo of CX (willing to bulldoze through "but we've always done it that way" and find a better way).
- Experience leading across multiple locations, markets or time zones is highly regarded.




- eCommerce, retail or a high-growth consumer brand is a bonus, but we care more about what you've led, changed and developed than where you've worked.
- No specific degree required; we're looking for runs on the board, strong judgement, humility, curiosity and someone who gets shit done.
- You embody the Ideal Team Player by being Hungry, Humble, and Smart
- You live and breathe the LSKD values, and the "1% Better Every Day" mindset
- You're an everyday athlete - you're as passionate about fitness as we are, in whatever way you love to sweat!

Why you'll love it here...

- Founder-Led Culture: Work in a highly collaborative, fast-moving environment where your voice directly shapes the future of the brand
- Never stop learning - we'll support your personal and professional development with workshops, coaching, vision and goal setting, immersive learning experiences, and access to our LSKD Audible library
- Move rapid with us: you'll have the support, stretch opportunities, and room to grow as LSKD continues to scale globally
- Work from our vibrant HQ in Logan - perfectly situated between Brisbane City and the Gold Coast with onsite parking for an easy commute
- Get active with access to LSKD gym! On-site gym with 3 x weekly lunch time team workouts
- Enjoy a coffee on us every day you're in office from our very own Homeground Cafe!
- Do more of what you love with great work life balance - we offer flexibility and hybrid working arrangements
- Sweat, recover, repeat with free access to our onsite saunas
- Prioritise your wellbeing with confidential support through our Employee Assistance Program
- Got big goals? From marathons to fitness comps, we’ll support your pursuit of 1% better every day with fitness event reimbursement
- Enjoy an epic team discount on LSKD gear PLUS a friends and family code for your crew!

Join us and you'll be part of a brand obsessed with getting 1% better every day! A place where your ideas move fast, your work shows up in the community, and your effort is genuinely part of something bigger than a job. So what do you need to get the gig?

Blow this application out of the water and show us why you want to help build Australia's fastest growing activewear brand!

LSKD is proud to be an equal opportunity employer. We're building a team that reflects our community, and a workplace built on equity, diversity, and respect for everyone in it. If you need any adjustments to feel your best throughout the recruitment process, just let us know, we've got you.

One more thing: this role requires proof of your eligibility to work in Australia. By applying, you're confirming you've got that sorted.

📌 Community Experience Manager (Queensland)
🏢 LSKD
📍 Queensland