Description:
The Manager - Membership Services & Office Operations is a key leadership role responsible for the effective management of our membership systems and general office operations. You will be the central point of contact for clubs and members for all membership matters, ensuring high levels of responsiveness, service delivery, and operational efficiency.
This is a hands-on and diverse role requiring strong attention to detail, a proactive approach, and the ability to manage a range of competing priorities. The position also plays a vital role in supporting the broader team and Board through reporting, office coordination, and systems administration.
Key Responsibilities
Membership Services
- Manage the day-to-day membership function across a base of 600+ clubs and 45,000 members
- Process and administer player transfer requests, approvals, and fee payments
- Manage interstate transfers, pennant declarations and membership applications
- Oversee the back-end management of the BowlsLink membership CRM, including troubleshooting and support for individual members
- Prepare regular and ad-hoc membership reports for the Executive and Board
- Liaise with clubs regarding affiliation payments and support club compliance
- Handle reimbursements for clubs, individual members, staff, and Board members
- Assist team members during peak periods, such as major events or seasonal administration cycles
- Support the Board with member eligibility and official representation enquiries
Office Operations
- Supervise one direct report responsible for reception and general administrative support
- Oversee day-to-day office operations including facilities maintenance, office supplies, and fulfilment of membership and merchandise orders
- Coordinate accommodation and travel bookings for staff, Board, and committees
- Act as the first point of contact for IT, printing, and office phone system issues
- Manage fire safety and first aid protocols and ensure compliance with workplace safety standards
- Assist with the ongoing maintenance and improvement of office technology, including support with the transition to cloud-based systems
- Coordinate incoming and outgoing mail, postage, and deliveries
- Monitor shared inboxes and ensure high levels of responsiveness across membership and general enquiries
Key Selection Criteria
- Proven experience in membership administration or a customer/member-focused operations role
- Excellent written and verbal communication skills with a high attention to detail
- Strong organisational and time management skills with the ability to prioritise effectively
- Confident in managing systems and databases (experience with CRMs highly regarded, especially BowlsLink or similar platforms)
- Demonstrated ability to manage sensitive or complex member issues with professionalism
- Experience supervising staff and supporting a collaborative team environment
- Competency with Microsoft Office Suite, cloud-based systems, and general IT troubleshooting
- Experience in a not-for-profit, member-based or sporting organisation is desirable
Why Join Us?
This is a unique opportunity to be part of a values-driven organisation in a dynamic and highly visible role. You’ll work with a passionate team committed to the growth of our sport and the success of our member clubs. We offer flexible working arrangements, professional development support, and the chance to make a real impact.