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Are you a senior leader who can turn strategy into operational reality and lift how an organisation delivers value to its members?
We’re seeking an Executive Manager – Member Experience to shape and lead our end-to-end member experience approach across the Association. Reporting to the CEO, this is a pivotal executive role combining strategic leadership, business analytics, operational improvement and service culture across Membership, Events & Sponsorship, Core Service and Regional teams.
You will ensure every interaction across the member journey reflects our purpose and values, while driving continuous improvement through insights, data, systems and consistent service delivery.
The Opportunity
This role sits at the centre of operational performance and member value. You will:
About You
You are a commercially astute and analytically strong leader who understands how to convert strategy into operational models and successful implementation. You bring:
Why this role matters
This role directly shapes how members experience the Association every day. Your work will ensure our systems, people and processes are aligned to deliver consistent, valuable and meaningful engagement across the state.
Why Master Builders
It’s our brand - established in 1882 and with more than 10,000 members, we represent some of Australia’s largest and most successful builders. Our 9 offices are home to over 130 staff across the State, who seek to influence positive change and provide support to our members across a variety of disciplines including workplace health and safety, technical, contract management and industrial relations.
In return we aim to be ‘more than just a 'job’. Providing that balance between work and life, you can look forward to enjoying:
If you’re motivated by lifting organisational capability, strengthening service culture and turning insight into action — we’d love to hear from you.
Applications close Wednesday 27th May 2025.
APPLY NOW
The association sector is in the middle of a leadership handover.
Across Australia and New Zealand, CEOs and Executive Directors are moving on. Some are retiring. Some have gone to larger organisations.
Some have left because the relationship with their Board ran out of puff. The reasons vary, but the movement is noticeable, and Boards are
appointing replacements.
The encouraging part is the calibre of the people coming in. Many are genuinely well suited to the job — capable executives with strong
records behind them. A good number are stepping into an association CEO role for the first time.
Most associations can provide a long list of membership benefits. They may include professional development, advocacy, networking, industry information, events, resources, accreditation, discounts and access to specialist advice. However, a list of benefits does not necessarily explain why someone makes the decision to join.
While every Board is different, the same governance issues appear time and again. One of the most common is allowing one person’s behaviour
to dominate the Board table.
Almost every Board has experienced it at some point. One director who seems to consume more time and energy than everyone else combined.
How we help membership based, not-for-profit associations now and into the future.
