Membership Services Administrator

5 days ago

Melbourne, Victoria, Australia Australian Institute of Architects Full time $60,000 - $90,000 per year

Why Join Us?

The Australian Institute of Architects is the peak body for the architectural profession in Australia, representing more than 14,000 members across the country and overseas. The Institute works to improve our built environment by promoting quality, responsible, and sustainable design.

  1. Provide exceptional educational experiences to inspire the continuous pursuit of architectural excellence.
  2. Amplify the voice of architects on key issues to help achieve member aspirations.
  3. Deliver meaningful and consistent awards that promote the profession and celebrate architecture.
  4. Drive local connection through relevant and engaging member experiences

This is a 12-month parental leave cover role, offered at 0.8 FTE (4 days per week).

The main purpose of this role is to connect with current and prospective members to communicate the value of membership across all career stages, effectively reinforcing the value of membership and growing the Institute's membership base.

This role provides excellent customer service and support to members across access to services, membership onboarding, retention and renewals throughout the membership life cycle. You will continually assess, review and improve these processes through the lens of member experience and a 'member first' mindset.

In accordance with Institute policies, procedures and guidelines and working in association with relevant staff, the Membership Services Administrator will be accountable for:

  • Developing a deep understanding of the membership offering and be able to confidently promote this to both current and prospective members.
  • Working towards reaching and maintaining membership targets for the Institute.
  • Supporting the Head of Membership Services in the development of relevant membership services and benefits and coordinating the delivery of these services and benefits to members.
  • Providing efficient, accurate and friendly service in responding to member enquiries and assisting members to troubleshoot common technical problems.
  • Engaging with prospective members and communicating the membership value proposition effectively at every opportunity.
  • Assisting the Head of Membership Services with development of targeted recruitment and renewal campaigns.
  • Engaging with the state-based chapter offices to encourage and support effective member recruitment by equipping them with knowledge of the membership structure & value proposition.
  • Building relationships with relevant Institute business units to ensure that every opportunity to engage with current members and to recruit potential members is maximised.
  • Developing and assisting with updating information resources (marketing material, website, application forms, e-news bulletins etc.) to ensure the Institute's interface with current and prospective members is engaging, professional and relevant
  • Working closely with the team members to assist with the timely processing of membership renewals and applications at peak periods.
  • Providing support as required in response to member enquiries, access to member services and contract sales (short periods of cover for this role may be required)
  • Supporting the Head of Membership Services in the rollout of new member services or programs
  • Consistently considering alternative and creative means to achieve the Institute's goal of membership recruitment, engagement, fulfillment and retention
  • Providing a regular analysis of membership statistics to monitor progress on renewals, retention and recruitment
  • Contributing to a positive team culture

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