Senior Manager, Membership Services at afca in Melbourne, Victoria, AU

Company Description

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Job Description

Own the membership services experience. Shape the future of engagement. Drive meaningful impact.

We're looking for an experienced and commercially minded Senior Manager, Membership Services to lead and transform AFCA's membership services function from end to end. This role is responsible for treating membership as a true "product", owning the entire Membership lifecycle and continually improving how members interact with AFCA across touchpoints.

This is a unique opportunity to influence how thousands of member interactions are designed, delivered and experienced.

Reporting to the Head of Membership Services & Customer Experience, you'll lead the strategy, optimisation and delivery of AFCA's membership lifecycle, from onboarding and engagement through to renewals, servicing and cessation. You'll create experiences that are seamless, customer-centric and data-informed, helping members realise value while supporting AFCA's broader purpose.

You'll be both a strategic thinker and a hands-on leader, working across the organisation to uplift member experience, improve operational performance and strengthen engagement.

What you'll be doing

Own the membership lifecycle

• Lead the end-to-end membership journey from application and onboarding through to engagement, renewal and exit.
• Drive continuous improvement across member touchpoints, processes and experiences.
• Establish and track key performance measures including engagement, satisfaction, onboarding and operational outcomes.

Shape AFCA's membership strategy

• Develop and deliver a forward-looking membership engagement strategy.
• Create initiatives that strengthen relationships, influence industry change and enhance the value members receive from AFCA.
• Lead member forums, communications and proactive engagement activities.

Influence across the enterprise

• Partner with senior stakeholders to improve systems, processes and communications that impact members.
• Use customer insights, feedback and data to identify opportunities and drive meaningful change.
• Act as a trusted advisor and senior escalation point on complex membership matters.

Lead and inspire a high-performing team

• Coach, develop and empower a talented team focused on exceptional member outcomes.
• Foster a culture of accountability, innovation and continuous improvement.
• Lead with authenticity, collaboration and purpose.

Qualifications

What you'll bring

We're looking for someone who combines customer experience excellence with strong commercial and operational thinking.

You'll likely bring:

• Experience owning or managing a customer, member, product or service lifecycle end to end.
• A strong background in product management , customer experience and engagement or marketing.
• Demonstrated success translating strategy into measurable outcomes.
• Experience leading teams in complex, stakeholder-rich environments.
• Exceptional influencing and relationship-building skills.
• A data-driven mindset with the ability to turn insights into action.
• Strong commercial acumen, problem-solving capability and a continuous improvement focus.
• High levels of resilience, adaptability and emotional intelligence.

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at Careers@afca.org.au.

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.