- Parramatta - 2 days in the office
- $100-$120k + super
- Lead a passionate team. Shape the member experience. Drive meaningful impact.
Do you believe exceptional member experiences are built on strong relationships, proactive engagement and outstanding service?
Are you passionate about supporting members, leading high-performing teams and continuously improving the way a membership organisation delivers value?
We're partnering with a respected membership-based organisation to recruit an experienced Membership & Member Services Manager to lead their member services function and help shape the experience of thousands of members across NSW.
Reporting directly to the CEO, you'll combine hands-on leadership with strategic influence, ensuring members receive exceptional support while driving continuous improvement across people, processes and systems.
This is a fantastic opportunity for someone who enjoys leading from the front while helping a purpose-driven organisation continually evolve and strengthen the services it provides to its members.
About the Role As the Membership & Member Services Manager , you'll lead a dedicated team responsible for delivering an exceptional experience across the entire member journey.
You'll oversee day-to-day member engagement, manage complex member enquiries and escalations, improve service delivery, identify opportunities to enhance member value and work closely with the CEO to ensure the organisation continues to deliver outstanding support to its members.
You'll also use member insights and data to drive continuous improvement and contribute to broader organisational initiatives.
Key Responsibilities
- Lead, coach and develop a high-performing Member Services team
- Foster a culture of collaboration, accountability and exceptional member service
- Oversee the end-to-end member experience, ensuring every interaction is professional, timely and member-focused
- Manage complex member enquiries, complaints and sensitive stakeholder matters with professionalism and sound judgement
- Identify opportunities to improve member engagement, service delivery and operational processes
- Analyse member feedback and service trends to identify opportunities for continuous improvement
- Oversee CRM data integrity, reporting and member insights to support informed decision-making
- Partner with the CEO and senior leadership team to enhance member services and contribute to organisational strategy
This role is ideally suited to someone who has worked within a membership association, professional association, institute, peak body, industry body or other member-based organisation , where member engagement and service excellence are central to the organisation's success.
You may currently be working as a:
- Membership Manager
- Member Services Manager
- Membership Engagement Manager
- Member Experience Manager
- Membership Operations Manager
- Member Relations Manager
- Experience leading a membership or member services team.
- A genuine passion for creating exceptional member experiences.
- Strong people leadership skills with the ability to coach, mentor and develop others.
- Experience managing complex member enquiries, complaints or sensitive stakeholder matters.
- Excellent stakeholder engagement and relationship-building skills.
- Experience using CRM systems and reporting to improve member services.
- A proactive, solutions-focused approach with a passion for continuous improvement.
- Report directly to the CEO and play a key leadership role.
- Lead an established and collaborative team.
- Influence the future direction of member services and engagement.
- Broad leadership role combining strategy, people leadership and operational delivery.
- Hybrid working arrangement (2 days in the office).
- Competitive salary of $100,000 – $120,000 + Super .
- Parramatta location.