Membership Coordinator
Full time 38 hours per week Part-time (3–4 days per week or five days school hours)
Reports To: Operations Manager / CEO
Location: – South Melbourne
1. Organisation is the leading organisation supporting Aboriginal and Torres Strait Islander businesses in Victoria. We provide business support, connections, advocacy and programs that help our members grow their enterprises and participate fully in the economic life of Victoria. Our services include tailored assistance, events, access to procurement pathways, and referrals to corporate partners.
2. Position Purpose
The Membership Coordinator is responsible for providing practical, day-to-day support across all areas of the membership process. This includes managing enquiries, processing applications, maintaining accurate data, contacting members, and assisting with the coordination of member-focused events and services. This is a hands-on role that involves both administrative and relationship-focused work. The position works closely with the Engagement Manager and Corporate Team and reports to the Operations Manager.
3. Key Responsibilities
3.1 Member contact and support
• Make proactive contact with members to check in, confirm details, and share relevant updates.
• Respond to phone, email and in-person enquiries from prospective and existing members in a timely and professional manner.
• Provide information about the membership process, support services, and programs in a clear and culturally appropriate way.
• Build trust and rapport with members and ensure that their needs are understood and escalated appropriately.
3.2 Membership applications and processing
• Manage incoming applications and guide applicants through each stage of the process, including documentation requirements.
• Track applications and follow up on missing or incomplete information to minimise delays.
• Ensure applications are processed and prepared for board review in accordance with internal timeframes.
• Maintain confidential and accurate records of all applicants and associated communication.
3.3 Membership database and administration
• Maintain the membership portal and CRM system, ensuring all records are accurate, up-to date, and regularly reviewed
• Manage membership renewals and updates, ensuring follow-up is timely and consistent.
• Prepare membership reports as requested by the Operations Manager or CEO.
• Monitor data quality and take corrective action where required to ensure reporting accuracy.
3.4 Event and program support
• Assist with the planning and delivery of member events, including business networking, workshops, and information sessions.
• Coordinate logistics such as RSVP tracking, registration lists, venue support, and attendance data. • Provide on-the-ground support at events, including set-up, registration desk, and member liaison.
• Ensure that member needs are captured through event feedback or follow-up.
3.5 Internal liaison and coordination
• Work closely with the Engagement Manager to support the broader member experience and promote available services.
• Liaise with the Corporate Team to connect members with partnership or business support opportunities.
• Provide regular updates to the Operations Manager on membership activity, issues and trends.
• Contribute to ongoing improvements in systems, processes, and resources related to membership.
4.Selection Criteria
4.1 Essential
• Identifies as Aboriginal and/or Torres Strait Islander.
• Strong interpersonal skills, with the ability to communicate clearly and respectfully with a wide range of people.
• Demonstrated ability to manage administrative processes and maintain accurate records.
• Confident in the use of Microsoft Office programs, particularly Excel and Word. • Well-developed organisational and time management skills, with the ability to meet deadlines and manage competing priorities.
• Proven reliability, including following up on tasks and maintaining attention to detail.
4.2 Desirable
• Experience working with membership databases, CRM systems or other digital platforms. • Previous experience in a member services, administrative or event coordination role.
• Understanding of the business environment for Aboriginal and Torres Strait Islander enterprises in Victoria.
• Experience working in a not-for-profit, member-based or community organisation.
| Performance Metric | KPI | Target |
|---|---|---|
| Member Support | Enquiries acknowledged and responded to within two (2) business day | ?95% |
| Member Engagement | Minimum number of proactive member contacts (phone or email) per day | Minimum of five (5) per business day |
| Membership Application Processing | Applications processed within seven (7) business days of receipt | ?90% |
| Data Management | Membership data maintained with minimal errors | Less than 2% error rate on audit |
| Reporting | Membership activity reports submitted weekly | 100% on time |
| Event Support | Contribution to successful delivery of member events | All events delivered as planned |
| Communication | Positive member feedback and engagement outcomes | ?85% satisfaction in check-ins or surveys |