Membership Growth

NatRoad is seeking a dynamic leader to oversee membership growth and deliver an outstanding member experience. You'll lead a small, high-performing team, manage the full member lifecycle, and provide expert guidance on compliance, HR, and industrial relations.

This diverse, hands-on role gives you the opportunity to shape strategy, manage campaigns and events, and champion technology adoption to streamline processes and improve efficiency. You'll see the tangible impact of your initiatives across the organisation and industry.

• Membership Growth
  • Develop and deliver the Association's long-term membership strategy to achieve the vision, objectives, and desired outcomes.
  • Create and implement an annual membership plan to meet acquisition and retention targets.
  • Report regularly on membership growth, retention and emerging trends, escalating key decisions to the executive team.
  • Progress potential members from suspects to qualified leads, clearly articulating the NatRoad value proposition.
  • Build relationships with prospects and gain commitment to join as members.
  • Track and report on acquisition activities, ensuring alignment with growth targets.
• Member Lifecycle & Value Proposition
  • Oversee the full member lifecycle including onboarding, renewals, retention, satisfaction and offboarding.
  • Support continuous improvement of member products and services offered as part of the value proposition.
  • Develop lifecycle management techniques to drive retention, referrals, and overall member satisfaction.
  • Deliver consistent and responsive member service including calls, emails, and provision of educational material.
• Member Services: Compliance, HR & IR
  • Provide general advice and communication to members on compliance issues (e.g. NHVR, infringements, fatigue management, safety, chain of responsibility), escalating to advisors as required.
  • Provide general advice to members on HR and Industrial Relations matters (e.g. wages, awards, employment conditions, disputes), referring to specialist advisors where necessary.
  • Manage the day-to-day interaction and direction of third-party suppliers who deliver specialist compliance, HR, and IR services.
• Engagement & Representation
  • Support the success of marketing and industry-led campaigns and events.
  • Work closely with the Head of Marketing to design and deliver targeted member communications and campaigns.
  • Represent the voice of members across the organisation by aligning services, content, and initiatives with their needs and industry trends.
  • Manage and develop a small team of member support personnel to deliver a best-in-class member experience.
  • Build and maintain a culture of respect, professionalism, collaboration and support within the team and towards members.
  • Provide clear guidance, set expectations and address performance issues effectively to support continuous improvement.
• Organisational Contribution & Support
  • Promote a culture of continuous improvement encouraging the team to take pride in initiatives and commit regular review and enhancement.
  • Lead technology adoption and integration into business processes, driving automation and efficiency while supporting the organisation through technology-enabled change.
  • Foster transparent and effective internal communication to strengthen collaboration and alignment across all staff.
  • Manage risks proactively, implementing mitigations in line with association expectations.
  • Contribute to annual budget planning and monitor tracking against targets.
  • Support delivery of the annual events plan in coordination with relevant teams.
  • Participate in internal and external projects that advance the association's strategy and objectives.

This is a full time position and remuneration determined on experience.

Submit a CV with the names of two referees and a one-page (maximum) cover letter outlining your interest in this position, and demonstrating your skills, capabilities, knowledge and experience.

Applications close 24 September 2025. If you have any questions, contact us on ceo@natroad.com.au