Join the team that connects and strengthens the ACT’s building and construction industry.
The Membership Officer plays a key role in overseeing the onboarding and renewal process for members of both Master Builders ACT and Civil Contractors Federation ACT (CCF ACT), managing Master Builders ACT’s Custom Relationship Management (CRM) system, and providing valuable insights through data analysis and reporting. This role also focuses on building strong, collaborative
relationships with both internal teams and external stakeholders to enhance engagement and support.
This is more than an administrative role. You’ll be the engine behind a high-performing membership function—driving seamless onboarding, leading renewal campaigns, and using data-driven insights to influence strategy and improve member engagement.
You’ll collaborate across marketing, events, training and leadership teams, while building trusted relationships with members, partners and stakeholders. From welcoming new members into the industry to enhancing how we deliver value through benefits, communications and events, you will be at the forefront of delivering an outstanding member experience.
If you’re someone who thrives on organisation, enjoys working with systems and data, and takes pride in building strong relationships and delivering exceptional service, this is an opportunity to make a tangible impact in a respected, industry-leading organisation.
Membership
Financial Members
- Administer member renewals process including scheduling and communicating key dates and reminders, working on communications campaigns and marketing with the Marketing Team.
- Coordinate and communicate Member Discounts & Benefits including issuing letters
confirming membership for discount eligibility.
- Regularly engage with members on membership benefits including accurately recording the
information in the Customer Relationship Management (CRM) system.
- Manage and maintain the CRM system, ensuring accurate and timely data entry, ongoing
updates to member records, and compliance with the Registered Organisations
Act 2009 (Cth) and relevant data governance standards.
New Member Onboarding
- Process new member applications and renewals including but not limited to creating new
member files, issuing invoices and managing/processing membership payments,
postage of New Member Packs, cancelling memberships, archiving membership
records and attending to distribution of membership approval information.
- Coordinate quarterly new membership sessions to welcome new members.
Non-Members
- Work with internal and external stakeholders to develop new and existing membership
strategies to attract, retain and engage members.
- Maintain active list of non-members in the CRM and nurture warm, cold and closed
membership.
- Provide new member leads to the Membership Growth area.
Other
- Coordinate consumer complaints including answering general enquiries through phone or
email and coordinate Code of Conduct complaints from start to finish.
- Coordinate CCF membership including processing and communicating with new members
and liaising with CCF National.
- Maintain membership contact lists for Communications Team.
- Collate member monthly statistics for Leadership Team.
- Maintaining and promoting eDocs, including signing up members, fielding enquiries and liaising with Master Builders Queensland.
- As required, attend internal and external events to maintain stakeholder engagement.
Administration
- Provide administration support for Member Workshops, Forums and meetings including
email calendar invites, draft agendas and provide technical support during meetings, and liaise with the events and comms team on setting up the registration and webpages for the meetings and webinars.
- Coordinate and set up of catering for member engagement meetings as required.
- Assist with any updates for current forms for Membership and Publications.
- Answer and direct phone calls.
- Prepare, produce and distribute written correspondence including letters, emails, membership campaigns and reports as requested.
- Manage multiple inboxes and action all requests in a timely manner.
- Always ensure document security and confidentiality is maintained.
- Utilise systems including but not limited to the Dynamics CRM, Xero, aXcelerate,
EventsAIR, MS Office, Canva and Adobe.
General
- Model the Master Builders ACT values of Quality, Trust, Respect, Collaboration, Leadership and Community as a representative of Master Builders ACT.
- Adhere to Code of Conduct.
- Adhere to Work Health Safety Policy.
- Adhere to the Master Builders ACT Client Services Charter.
- Work effectively as a team member.
- Attend Master Builders ACT meetings and events as required.
- Any other safe and reasonable duties as directed.
