Member Services Advisor

Master Plumbers; Wellington; On-site; NZD 55,000 - 75,000; Full time

Job summary

Master Plumbers in Wellington, New Zealand, is seeking a Member Services Advisor to grow and develop our membership. You will manage the member journey from first enquiry through to ongoing engagement, onboard new members, and use member feedback and data to spot trends and opportunities to strengthen support.

You’ll build lasting relationships with members, understand their needs, and turn insights into improved experiences across our services.

Qualifications

• Experience in membership, customer experience or a similar role would be useful.
• More important is your ability to build strong relationships, spot opportunities and follow through.

Responsibilities

• Grow a strong pipeline of prospective members and identify opportunities.
• Own the member journey from initial enquiry through joining and ongoing engagement.
• Build strong relationships with members and use feedback and trends to improve engagement and retention.
• Collaborate with regional branches, marketing and wider teams to enhance systems, services and processes that support members.

Skills

Commercial confidence

Relationship skills

Results-focused

Data-driven

Organisational skills

Curiosity

Job description

Master Plumbers represents businesses across New Zealand’s plumbing, gasfitting and drainlaying industry, and we’re looking for a Member Services Advisor to grow and develop our membership, build strong relationships with prospective and existing members, and improve the experience we deliver to them.

You’ll lead the member journey from the first conversation through to long-term engagement. That means finding and converting new members, delivering a seamless onboarding experience, and using member feedback and data to spot trends and opportunities to improve how we support them.

This role is for someone who can build strong relationships, thinks commercially and enjoys using data to understand what’s happening, identify opportunities and inform decisions.

What you’ll be doing

Growing membership

Build and manage a strong pipeline of prospective members and identify opportunities. You'll be working very closely with our business development guru whose role it is to chase up your prospects, although there may be times when you're also convincing someone to join Master Plumbers!

Delivering a seamless member journey

You’ll own the member experience from initial enquiry through to joining and ongoing engagement. You’ll make sure members are onboarded well, receive the right information and support, and that our membership and Quality Assurance processes stay strong.

Build lasting member relationships

Build strong relationships with members, understand what they need from us and use feedback, CRM data and membership trends to strengthen engagement and retention.

Keep improving how we support members

Bring member insights into the organisation and work with our regional member branches, marketing team and wider organisation to improve the systems, services and processes that support our members.

What you’ll bring

Experience in membership, customer experience or a similar role would be useful. More important is your ability to build strong relationships, spot opportunities and follow through.

You’ll also bring:

Commercial confidence: You’re comfortable talking to prospective members, understanding their needs and making a clear case for joining.

Strong relationship skills: You know how to build rapport, communicate clearly and make people feel valued.

A practical, results-focused approach: You solve problems, follow through and turn opportunities into action.

Confidence with data and systems: You can use CRM information and membership trends to understand what’s happening and identify opportunities. Experience with iMIS is useful, but not essential.

Strong organisational skills: You can manage competing priorities, keep good records and make sure the details are right.

Curiosity: You want to understand what members need from us and how we can keep improving.

Your impact

You’ll work across the organisation, building relationships with businesses across Aotearoa and having a direct impact on growing our membership and improving the member experience.

You’ll also join an organisation with 125 years of experience supporting New Zealand’s plumbing, gasfitting and drainlaying industry, alongside a team that understands and cares about the people and businesses we represent.

Join the team

If you’re good with people, commercially minded and enjoy turning opportunities into action, we’d love to hear from you.

For more information or a full Position Description, please get in touch with:

Lisa Duston – People and Culture Manager