Member Services Manager - NFP
Pathfinder ·www.pathfinderrecruitment.com.au
Apply direct- Purpose Lead Business
- $100-$120k + super
- Parramatta Location- 2 days in the office
Lead a high-performing member services team and help shape the experience of a passionate membership community
We're looking for an experienced people leader with a strong background in member services, membership organisations or the not-for-profit sector to lead a small, dedicated team delivering outstanding support to members across NSW.
This is a hands-on leadership role where you'll coach your team, improve member experiences, manage complex enquiries and complaints, and drive continuous improvement across service delivery.
If you're passionate about building relationships, leading people and creating exceptional member experiences, we'd love to hear from you.
About the Role
Reporting to the CEO, you'll be responsible for leading the Member Services function, ensuring members receive timely, professional and high-quality support.
You'll lead a small team while overseeing service standards, stakeholder engagement, CRM management, reporting and service improvement initiatives. You'll also work closely with senior leadership to identify opportunities to enhance member engagement and deliver meaningful improvements.
What You'll Be Doing
- 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 with professionalism and empathy.
- 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.
- Partner with senior leadership to deliver operational improvements.
You'll bring:
- Experience leading a customer service, member services or stakeholder engagement team.
- Previous experience within a membership organisation, association or not-for-profit (highly regarded).
- Strong people leadership and coaching skills.
- Experience managing escalated complaints and sensitive stakeholder matters.
- Confidence using CRM systems and reporting tools.
- A continuous improvement mindset and the ability to improve service delivery.
- Excellent communication and relationship-building skills.
- Salary of $100,000-$120,000 + super.
- Lead a collaborative and values-driven team.
- A role where your ideas and leadership will genuinely make an impact.
- Supportive leadership and the opportunity to influence how member services are delivered.
- Parramatta location with a collaborative working environment.
Frequently asked questions
Who is hiring for the Member Services Manager - NFP role?
Pathfinder is hiring for the Member Services Manager - NFP position, a Shazamme client. Apply directly on the employer's career site.
Where is the Member Services Manager - NFP job located?
The Member Services Manager - NFP role with Pathfinder is based in Sydney, NSW, AU.
Is the Member Services Manager - NFP role full-time or contract?
This is a full time position at Pathfinder.
What experience level is the Member Services Manager - NFP role?
The Member Services Manager - NFP position is aimed at mid-level candidates.
How do I apply for the Member Services Manager - NFP role at Pathfinder?
Apply directly on Pathfinder's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.