Membership Retention Manager - Governance Institute of Australia

Governance Institute of Australia is the only independent professional association with a sole focus on whole-of-organisation governance — best practice culture and ethics from the boardroom to the staff room. 

We are a leading professional membership association dedicated to the support and empowerment of anyone who is responsible for governance and risk management. 

Our events, education programs and extensive resources provide our 7,500+ members and subscribers with the tools and knowledge to drive strong, accountable performance in their role and enhance their career in the future. 

About the role 

The Membership Retention Manager is a seasoned membership professional, responsible for leading and delivering a high-impact, hands-on membership function. Reporting to the Chief Operations Officer, the Membership Retention Manager oversees both strategic initiatives and operational delivery, with a strong focus on member engagement, member retention, customer experience and service excellence.

This role ensures that the member value proposition is clearly defined, delivered, and continuously improved.

Key responsibilities

• Design and implement solutions that enhance member engagement and retention.
  
• Champion the value of membership internally and externally, inspiring others to share in the vision and attract new members to the community.
  
• Demonstrate curiosity and initiative in understanding organisational processes and the constitutional framework to deliver the best outcomes for members and the Institute.
  
• Lead the development and oversight of the member value proposition, ensuring alignment with organisational priorities and member needs.
  
• Contribute to national business planning as it relates to membership, working closely with the State Managers and state-based councils/committees.
  
• Review criteria for Life Memberships and other recognition awards, preparing recommendations for Board consideration.
  
• Assist with research and planning for annual membership pricing and student membership growth.
  
• Lead the planning and delivery of the annual billing and renewals campaign, working closely with the Finance team and Data Systems Analyst on revenue recognition.
  
• Manage treatment plans for anniversary-date members, including outbound calling and credit card detail maintenance.
  
• Oversee the new member welcome process and regular member communications in collaboration with the Marketing & Communications team.
  
• Run targeted campaigns including lapsed member recruitment and student outreach.
  
• Review and refine automated member communications generated via CRM to ensure relevance and impact.
  
• Monitor and enhance the member experience across all touchpoints, ensuring consistency and quality.
  
• Lead the Membership Services function, including inbound/outbound calls, emails, applications, upgrades, complaints, disputes, special considerations, and concessional memberships.
  
• Manage and develop a small team, driving increased output, accountability, and service standards.
  
• Oversee CRM/database clean-up activities including de-duplication, contact detail accuracy, and removal of redundant fields.
  
• Prepare quarterly Membership Committee papers for Board review, ensuring insights and recommendations are clearly presented.
  
• Drive data-based decisions with analysis and insight on member data.
  
• Drive membership improvement projects to deliver excellence in member services and member experience.
  
• Liaise with Marketing to run ad hoc Member communication and Marketing Campaign
  
• Produce meaningful Membership reports on a monthly basis.
  

Skills and Experience

• Proven experience in a membership organisation, ideally within an association or professional body.
  
• Deep understanding of member value propositions, lifecycle management and retention strategies.
  
• Proven experience preparing board-level papers and committee reports with clear insights and recommendations.
  
• Strong working knowledge of CRM platforms and membership databases.
  
• Highly organised, with excellent time management and attention to detail.
  
• Curious, proactive and solutions-focused.
  
• Passionate advocate for membership and community building.

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