Membership Experience Manager

Listed 18 days Ago
Institute of Directors
Professional Services

We're on the lookout for a talented, enthusiastic leader to take our membership team forward – and take our customer experience to the next level. This is an important leadership role in the organisation, managing our membership team and member services and experience. 

About the role - Mō te Tūranga

You'll lead your team to deliver high-quality, professional and personalised experiences for our members at each stage of their journey. As a leader in the Brand, Strategy and Engagement group, you'll work proactively, positively and collaboratively across the group and wider organisation to deliver or implement a range of member-focused initiatives and programmes.

Some of your key areas of responsibility will be to: 

  • Inspire, develop and lead our Membership services team.
  • Own and uphold the highest of service and standards provided to members through all relevant channels and through your team. 
  • Work with the brand and marketing team to develop a strong member journey and contribute to the development of initiatives to drive member value, engagement and retention.
  • Develop and share insights and trends to help the organisation and your team to better understand our members, and develop initiatives that will improve our services and build our relevance to them. 
  • Develop, implement and monitor effective operational systems and processes for membership services.
  • Contribute to building improved personalisation of services to our members and customers.
  • Administer our Chartered Membership Pathway ensuring members meet the criteria, upgrading their membership and keeping them well informed. 
  • Create reports, dashboards and recommendations for our leadership team and Council, ensuring data driven decisions are made that lead to continuous improvement or new initiatives. 

About you - Mōhou ake

You're an experienced people leader having worked in a role that designs, delivers and manages customer / member-based services in a high-profile and quality driven environment. You thrive on providing the highest standards of service, love to solve challenges, and leading and supporting you’re a team to be their best. 

A natural people person, you're a strong communicator who is confident engaging with diverse groups of people. This role is pivotal in communicating with members, branch managers, our Council’s Membership Committee, and a wide range of other external stakeholders. You have a calm approach, exceptional planning skills and a strong desire to drive value for members.  

You're technically savvy and will be naturally curious, keen to understand member/customer data and experiences and using the insights to drive improvements in the IoD’s offerings and/or the systems. You’ll thrive on being able to bring your ideas for new or improved initiatives to life – and deliver on them.

The skills & experience you bring - Ngā pūkenga me ngā wheako ka mau i a koe

  • Effective at contributing to strategic and operational goals and keeping a team focused, motivated and achieving strong results. 
  • Exceptional planning and organising skills and strong capability working with systems, databases and technology with an eye for innovation and improvements.
  • Strong relationship management skills, and a genuine commitment to supporting members and customers.
  • Experience and confidence in communicating and influencing at all levels.
  • People leadership skills and the ability to inspire and drive exceptional standards and outcomes from your team. 
  • The ability to effectively use data to drive strategic thinking, inform approaches and to see relevant patterns/trends.
  • Ability to roll up your sleeves as needed to ensure the team can achieve results.

About us - Mō mātou

We’re a small organisation, but we make a big impact. Today, we have more than 10,500 members who are connected through our branch network, and provide quality training, advice and advocacy on all things governance. 

We have a positive and inclusive people-centric culture valuing each individual and the diversity they bring. We offer great benefits including flexible working, additional leave, professional development, a wellbeing focus, and inclusive and respectful culture. Find out more at 

How to apply - Me pēhea te tono

Applications close Friday 3 February.  We’ll review applications as they're received and will make an appointment when we meet the right person.  If you would like to kōrero about this role, contact us at