Member Services Manager

Job Description - Member Services Manager

Location:
Melbourne

Reports to:
GM, Marketing & Membership

Employment Type:
Full-time

About the Role

The Memberships Manager is a frontline ambassador of our community — the first point of contact for members and an integral driver of member satisfaction, engagement, and retention. This role is dedicated to delivering exceptional customer service, managing the end-to-end process of membership ticketing and enquiries, and building strong relationships with members and partners.

Working cross-functionally with Marketing, Events, Partnerships, and Sales, the Memberships Manager ensures members feel valued, supported, and immersed in all that our club offers. They will proactively anticipate member needs, manage competing priorities with confidence, and activate seamless processes that underpin our retention strategies.

This is a dynamic and people-focused role, ideal for a professional who is personable, articulate, and thrives on delivering premium experiences with warmth, charisma, and precision.

Key Responsibilities

Member Services & Retention

• Act as the first point of contact for member enquiries, providing timely, professional, and personalised support.
• Build and nurture strong relationships with members to foster loyalty, engagement, and retention.
• Support the execution of membership retention strategies in collaboration with the Marketing & Memberships team.
• Develop a deep understanding of the membership lifecycle and proactively manage touchpoints to maximise satisfaction.
• Assist with select concierge services for members, including coordinating restaurant bookings, accommodation, transport, and other bespoke requests that enhance the member experience.

Ticketing & Event Activation

• Oversee the end-to-end ticketing process: communications, uptake, tracking, allocation, and dissemination.
• Work closely with Marketing to deliver clear, engaging communications around ticketing and member events.
• Ensure seamless member access to ticketed events, proactively troubleshooting any issues.
• Maintain accurate records of ticketing allocations, uptake trends, and event participation.

Communications & Relationship Management

• Draft and deliver high-quality written and verbal communications to members and partners.
• Liaise with commercial and strategic partners to manage ticketing allocations and ensure value delivery.
• Represent the membership team with professionalism and natural charisma in all member and partner interactions.

Operational Excellence & Cross-Functional Collaboration

• Work 10 steps ahead to anticipate challenges and implement solutions before they arise.
• Partner with Marketing, Sales, and Events teams to ensure membership deliverables are achieved.
• Manage competing priorities with agility and a can-do, positive approach.
• Provide insights and reporting on member engagement, ticketing uptake, and retention indicators.

Skills & Attributes

• Highly professional, well-spoken, and confident in developing and delivering communications.
• Strong relationship management skills; personable, empathetic, and adept at nurturing connections.
• Proven customer service experience, ideally in a premium or hospitality-driven environment.
• Excellent organisational skills with the ability to manage multiple priorities simultaneously.
• In-depth understanding of ticketing processes and event activation (or ability to quickly develop).
• Proactive, solutions-focused, and thrives in fast-paced environments.
• Naturally charismatic, confident, and capable of thinking on their feet.
• Strong attention to detail and ability to follow through on deliverables.

What We
'
re Looking For

An individual who embodies professionalism, warmth, and drive. Someone who can balance operational rigour with genuine human connection, who understands the value of every member interaction, and who is energised by delivering unforgettable experiences.