Membership Manager - NFP
Core
Lead a high-performing member services team to deliver outstanding support and shape the experience of a passionate membership community.
Role type
Senior people leader (Member Services)
Builds
Member services function, service delivery processes, and member engagement initiatives
Domain
Not-for-profit / Membership organizations
Deliverable
dashboards & analysis
Required skills
Team leadership and coaching, Member services management, Complaint resolution, CRM management, Service improvement, Stakeholder engagement
Preferred skills
Governance experience, Continuous improvement mindset, Relationship building
Responsibilities
Lead, mentor and develop a small Member Services team; Drive exceptional member service across phone, email and online channels; Manage complex enquiries, complaints and stakeholder issues; Improve service processes, workflows and member experience; Maintain CRM data integrity and provide meaningful reporting and insights; Identify opportunities to strengthen member engagement and service offerings.
Seniority
Senior, hands-on IC