Team Leader – Membership & Experience

FBAA; City of Brisbane; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Hybrid work model

Modern office near cafes & transport

Job summary

The Finance Brokers Association of Australia (FBAA) is seeking a Team Leader, Membership & Experience to guide a team of Membership Experience Officers in delivering proactive, high-value member service across the member lifecycle. You will drive onboarding, renewals, advocacy, and engagement programs while aligning with strategic objectives.

You will use CRM data to identify trends, oversee reporting, and coach staff to exceptional standards.

Qualifications

• Experience leading customer service, membership, or engagement teams.
• Strong operational management and team leadership experience.
• Proactive engagement and retention strategy implementation.
• Excellent communication, interpersonal, and relationship-building skills.
• Ability to analyse data and identify trends.
• Experience with membership management systems.

Responsibilities

• Lead, coach, and develop Membership Experience Officers to deliver service.
• Oversee onboarding, renewals, upgrades, inquiries, and retention activities.
• Ensure processes are efficient and meet service standards.
• Monitor KPIs, reports, and data integrity across membership ops.
• Develop proactive engagement strategies across the member journey.
• Collaborate with stakeholders to keep members informed and engaged.
• Coach team to deliver exceptional member experiences and outcomes.
• Prepare regular membership performance and satisfaction reports.
• Identify opportunities to streamline processes and improve efficiency.

Skills

Team Leadership

Customer Service

Member Engagement

CRM Systems

Data Analytics

Communication

Education

Bachelor's degree in Business/Finance (Desirable)

Tools

CRM software

Job description

We’re a national team with a people-first mindset – and we’re growing.

About the business

The Finance Brokers Association of Australia (FBAA) is one of Australia's leading industry associations representing finance and mortgage brokers. We are committed to supporting our members through advocacy, education, compliance guidance, professional development, and exceptional member service.

About the role

As the Team Leader, Membership & Experience, you will lead a team of Membership Experience Officers responsible for delivering outstanding service and support throughout the member lifecycle. This role combines operational leadership with strategic member engagement, ensuring members receive a highly responsive, personalised, and value-driven experience.

You will champion proactive member outreach, engagement initiatives, retention strategies, and continuous improvement across all membership touchpoints while fostering a high-performing and customer-focused team culture.

If you are someone who doesn't just understand what members need, but anticipates it before they do, this is your moment.

Duties and responsibilities of the role include:

Membership Operations Leadership

Lead, coach, and develop a team of Membership Experience Officers to deliver exceptional member service.

Oversee day-to-day membership operations, including onboarding, renewals, upgrades, enquiries, retention activities, and member support.

Ensure membership processes are efficient, accurate, and aligned with organisational standards and service expectations.

Monitor team performance, service levels, and operational KPIs, implementing improvements where required.

Manage membership systems, databases, reporting, and data integrity.

Member Engagement & Experience

Develop and execute proactive member engagement strategies that increase member participation, satisfaction, and retention.

Implement structured engagement programs across key stages of the member journey, including onboarding, milestone recognition, renewal, and re-engagement.

Establish regular outreach initiatives to better understand member needs, gather feedback, and identify opportunities to enhance member value.

Collaborate with internal stakeholders to ensure members are informed and engaged with FBAA services, events, training, advocacy initiatives, and benefits.

Drive a culture of service excellence and member advocacy throughout the team.

Retention & Growth

Monitor membership trends, retention rates, and engagement metrics to identify risks and opportunities.

Develop targeted retention campaigns and intervention strategies for at-risk members.

Support membership growth by identifying opportunities for upgrades, referrals, and increased member participation.

Analyse member feedback and satisfaction data to inform continuous improvement initiatives.

Lead, motivate, and mentor Membership Experience Officers to achieve individual and team objectives.

Conduct regular coaching, performance reviews, and professional development activities.

Foster a collaborative, positive, and accountable team culture.

Ensure team members are equipped with the knowledge, tools, and resources needed to provide exceptional member experiences.

Prepare regular reports on membership performance, engagement activities, member satisfaction, and retention outcomes.

Identify opportunities to streamline processes and improve operational efficiency.

Contribute to strategic planning and the development of member-focused initiatives.

Utilise data and insights to support informed decision-making and continuous service improvement.

Essential Skills and Experience

Demonstrated experience leading customer service, membership, customer success, or member engagement teams.

Strong operational management and team leadership experience.

Proven ability to develop and implement proactive engagement and retention strategies.

Excellent communication, interpersonal, and relationship-building skills.

Strong analytical and reporting capabilities with the ability to interpret data and identify trends.

Experience using CRM or membership management systems.

Highly organised with the ability to manage multiple priorities and deadlines.

Commitment to delivering exceptional customer and member experiences.

Desirable Skills and Experience

Experience working within a membership association, professional body, financial services, or related industry.

Knowledge of the mortgage broking or finance industry.

Experience managing membership growth and retention initiatives.

Understanding of customer experience (CX) frameworks and best practices.

Conditions

Hybrid work model with WFH flexibility.

Why join the FBAA?

At the FBAA, you'll have the opportunity to make a meaningful impact on the experience and success of thousands of members across Australia. You'll work within a supportive, collaborative environment where innovation, professionalism, and member value are at the heart of everything we do.

New modern office located close to cafes and major transport routes.

Friendly, supportive, and fun team culture.

Work for an organisation that exists for a purpose - our members.

The FBAA is proud to be an inclusive and diverse employer. We welcome applicants from all backgrounds and experiences.