Membership Officer

About the role

ROLE PURPOSE

The purpose of this role is to act as a liaison between Philanthropy Australia and our members and stakeholders. This role is key to contributing to the retention and growth of membership. The role supports the Membership and broader Engagement Team to deliver membership programs and services, and is responsible for all aspects of membership administration, from serving as the first point of contact for membership related queries to building a pipeline of new members.

The Membership Officer will work closely with their peer counterpart in Victoria and other colleagues to also coordinate national membership support.

The Membership Officer provides an excellent standard of service in all communications and relationships, whilst maintaining discretion when dealing with highly confidential information.

Specifically, the role will use Salesforce CRM to maintain accurate membership information, administer the membership renewal process, admin support where necessary and support ad-hoc state-based or membership related events.

KEY RESPONSIBILITIES

Membership Administration
- Provides general administrative support relating to membership, including general membership communications, tailoring campaigns, onboarding new members, and assisting with events and activities for existing and prospective members.
- Maintain and update membership records: General CRM (Salesforce) administration, ensuring accurate data on new and existing records, updating contact details for members, removing duplicate contacts etc
- Manage the onboarding of new members, including logging leads and opportunities in Salesforce, and setting up new members on Philanthropy Australia’s systems
- Prepare and distribute materials to members about membership benefits, relevant events and other activities in a timely fashion
- Co-lead the coordination of the national membership renewals campaign
- Providing user assistance to members relating to Philanthropy Australia’s Better Giving Hub member portal
- Attend and coordinate the logistics of all NSW and ACT based member events
- Provide excellent standard of service in all internal and external dealings whilst maintaining discretion when dealing with highly confidential information.

Membership Development
- Assist the national team with the development of prospect research to develop a new business pipeline of membership prospects
- Summarise biographical, financial and other relevant information into research profiles and maintain comprehensive records of all research undertaken within Salesforce records
- Generate regular reports, interpret and evaluate research results, communicate analysis in the appropriate format to colleagues, and implement follow-up research strategies.
- Other duties as they arise to support successful membership programs and processes.

NSW and ACT Engagement Team support
- Track the NSW & ACT Associate Manager and Engagement Managers meetings with members and support the team in ensuring regular contact with members
- Support the NSW & ACT team with ad hoc member requests as required
- Attend national Engagement team weekly meetings and provide support as required for these meetings.

New Generation Program
- Support Philanthropy Australia’s work with New Generation philanthropists including responding to member queries, prospecting, Salesforce data integrity and event coordination
- Support New Gen projects/programs to develop and further New Gen e.g., the logistics for the annual New Gen study tour.

Event support
- Administration support for events (e.g., generate and monitor invites)
- Provide logístical support at events (e.g. arranging venues, catering etc)
- Attend events to increase awareness of what is happening in Philanthropy
- Other responsibilities as required

SELECTION CRITERIA

Essential:

- Highly developed interpersonal skills with a customer-relations focus and experience in developing professional relationships in a variety of contexts
- Excellent written and verbal communication skills
- Experience using Customer Relationship Management (CRM) software (preferably Salesforce), with a solid understanding of data management and integrity.
- An ability to research, synthesise and interpret complex information, and communicate that information coherently and accurately to internal and external stakeholders
- Able to show initiative, work independently to complete tasks and take ownership to solve problems and improve processes
- Highly organised with strong attention to detail
- An ability to manage competing priorities with multiple internal and external stakeholders while meeting deadlines

Desirable:

- Experience in operational support, administration and/or sales, preferably in a membership, philanthropic, or non-profit organisation
- Prior relationship management and/or customer service experience, particularly where it involved handling highly-confidential information with professionalism and discretion
- Re