Member Services Manager

Help strengthen Australia's disability sector

Ability First Australia (AFA) is a national industry alliance representing leading disability service providers across Australia. We work collaboratively with members to influence policy, share knowledge, strengthen capability, and improve outcomes for people with disability.

We are seeking a highly organised and relationship-focused Member Services Manager to lead member engagement and deliver exceptional services that create value for our member organisations.

This is a unique opportunity to work closely with CEOs and senior leaders across the disability sector, supporting collaboration, information sharing, advocacy and sector-wide initiatives.

About the role

Reporting to the Chief Operating Officer, you will be responsible for building strong relationships with member organisations, coordinating Communities of Practice and member events, supporting onboarding and retention initiatives, and ensuring members receive outstanding service and support.

You will play a key role in gathering sector intelligence and member insights that help inform AFA's advocacy, policy development and strategic priorities.

Key responsibilities

Member Engagement & Relationship Management:

• Build trusted relationships with member CEOs, executives and key contacts.

• Act as the primary point of contact for member enquiries and support.

• Monitor member satisfaction, participation and engagement opportunities.

• Identify and escalate emerging member needs, risks and opportunities.

Member Services & Communities of Practice:

• Coordinate and manage AFA's annual calendar of Communities of Practice, forums and member meetings.

• Deliver end-to-end meeting and event administration, including scheduling, logistics, communications and follow-up actions.

• Support agenda development and coordinate guest speakers and presentations.

• Capture insights and emerging themes to inform future programs and advocacy priorities.

Member Onboarding & Retention:

• Lead onboarding for new members and connect them with relevant networks and services.

• Monitor participation and service utilisation.

• Maintain accurate member records and relationship management information.

Communications & Sector Intelligence:

• Support the development of member communications and resources.

• Help identify, track and communicate key sector developments.

• Contribute insights and briefing materials to support organisational priorities.

Events, Partnerships & Reporting:

• Plan and deliver member events and networking opportunities.

• Support relationships with strategic partners.

• Provide reporting on member engagement, participation and service outcomes.

• Maintain systems, processes and governance documentation.

About you

You are a skilled relationship manager who enjoys connecting people, creating value for stakeholders and ensuring exceptional customer experiences.

You'll bring:

Essential:

• Experience in stakeholder engagement, relationship management, customer success, membership services or a related field.

• Exceptional organisational and coordination skills.

• Strong written and verbal communication skills.

• Experience managing meetings, events, forums or stakeholder programs.

• The ability to build trusted relationships with senior leaders and diverse stakeholders.

Highly desirable:

• Knowledge of the disability sector.

• Experience working in a membership organisation, peak body, not-for-profit or advocacy environment.

• Experience supporting Communities of Practice, partnerships, events, policy or advocacy initiatives.

Why join Ability First Australia?

• Work with influential leaders across Australia's disability sector.

• Contribute to meaningful sector-wide initiatives and reform.

• Join a collaborative and purpose-driven organisation.

• Opportunity to shape member experiences and strengthen sector capability.

• Make a genuine impact on outcomes for people with disability.

• Salary sacrificing options available to increase your take home pay

Apply now

If you're a proactive relationship builder who thrives on creating strong networks and delivering outstanding member experiences, we'd love to hear from you.

Submit your application via SEEK, including your resume and a brief cover letter outlining your suitability for the role.