Member Services Manager

Add expected salary to your profile for insights The Engagement Institute (formerly IAP2 Australasia) is seeking an emerging leader to join our dynamic team as Member Services Manager. This is a unique opportunity to lead a small, high‑performing team while shaping the member experience for Australasia’s peak body for community and stakeholder engagement. About the Role Reporting to the Head of Member Services, you’ll oversee the day‑to‑day operations of our Member Services team — ensuring members receive exceptional service, feel connected to our community, and see tangible value in their membership. This is a hands‑on leadership role, and while you’ll be managing the team, you will also actively support frontline operations — including responding to member queries, answering phones, and occasionally hosting member events when needed. You’ll play a key role in delivering member growth and retention strategies, strengthening our member value proposition, and coordinating membership activities with related functions including events, training, and communications. Key Responsibilities Lead, support and mentor a small Member Services team, fostering collaboration and a culture of excellence. Oversee membership operations — onboarding, renewals, retention, and member satisfaction. Work closely with Marketing and Events teams to deliver seamless member experiences and communications. Analyse member data and feedback to drive service improvements and identify trends. Support strategic membership initiatives aligned with organisational goals. Prepare monthly reports and insights to inform decision‑making. About You You’re a confident and capable professional who’s ready to step into a broader leadership role. Experience in customer or member service delivery, ideally within associations, education, or professional services. Strong communication and relationship‑building skills. An understanding of membership growth and retention strategies. A positive, proactive attitude and genuine passion for delivering exceptional service. Some experience leading, coaching, or mentoring others — formally or informally — and an eagerness to further develop your leadership capability. About the Engagement Institute Engagement Institute is Australasia’s leading voice for the community and stakeholder engagement sector. We empower engagement professionals across Australia and New Zealand by providing the skills, connections, and advocacy to shape better futures. Why Work for Us? We care deeply about being inclusive and providing a workplace where everyone is respected and valued for who they are and their unique contribution. We are committed to ensuring equity, inclusion and diversity in our workforce and encourage applications from people of all backgrounds and experiences. Know that no matter your role with us you’ll have the opportunity to make a difference. We want our employees to bring their whole self to work. Employee Benefits Annual wellbeing allowance to put toward your personal wellbeing. A dedicated Birthday leave day each year. Employee Assistance Programme. What You Need A quiet, dedicated and safe home office. Reliable internet connection. Further Information Please direct any questions to with the subject header: Member Services Manager role. A position description is available upon request. How to Apply If you’re interested in this role, click “apply now” to forward: An up‑to‑date copy of your resume. A maximum one‑page cover letter outlining how your skills and experience make you a suitable candidate for this role. Responses to the targeted questions, submitted online during the application process (do not include them in the cover letter). Applications Close: 11 December 2025 Please note, only shortlisted candidates will be contacted for further discussions. #J-18808-Ljbffr