Job Description

Are you a senior leader who can turn strategy into operational reality and lift how an organisation delivers value to its members?

We’re seeking an Executive Manager – Member Experience to shape and lead our end-to-end member experience approach across the Association. Reporting to the CEO, this is a pivotal executive role combining strategic leadership, business analytics, operational improvement and service culture across Membership, Events & Sponsorship, Core Service and Regional teams.

You will ensure every interaction across the member journey reflects our purpose and values, while driving continuous improvement through insights, data, systems and consistent service delivery.

The Opportunity

This role sits at the centre of operational performance and member value. You will:

• Provide executive oversight to Membership, Events & Sponsorship and Regional Managers.
• Translate organisational strategy into practical operational priorities and plans.
• Lead change initiatives that improve systems, processes, service delivery and frontline practice.
• Use data and insights to strengthen the member lifecycle and increase lifetime value.
• Embed consistent member service standards across geographically dispersed and technically varied teams.
• Drive operational growth by identifying opportunities that enhance member value and organisational capability.
• Work closely with the Deputy CEO to guide and influence service delivery across core service teams, ensuring alignment to member experience priorities.

About You

You are a commercially astute and analytically strong leader who understands how to convert strategy into operational models and successful implementation. You bring:

• Relevant tertiary qualification or equivalent experience.
• Experience in CRM optimisation and adoption across an organisation.
• Senior leadership experience in member/customer experience, service delivery or operations.
• Demonstrated analytical and business development capability, with proven experience
  translating strategic vision into practical operational models, detailed planning, and successful implementation.
• Demonstrated success leading geographically dispersed, cross-functional teams operating
  across multiple sites and disciplines.
• Proven ability to lead cross-functional change and improvement initiatives.
• Experience developing and embedding member experience strategies and engagement
  frameworks.

Why this role matters

This role directly shapes how members experience the Association every day. Your work will ensure our systems, people and processes are aligned to deliver consistent, valuable and meaningful engagement across the state.

Why Master Builders

It’s our brand - established in 1882 and with more than 10,000 members, we represent some of
Australia’s largest and most successful builders. Our 9 offices are home to over 130 staff across the State, who seek to influence positive change and provide support to our members across a variety of disciplines including workplace health and safety, technical, contract management and industrial relations.

In return we aim to be ‘more than just a 'job’. Providing that balance between work and life, you can look forward to enjoying:

• a day off on your birthday
• 10 paid YOU days per year to rest and recharge (yes, that’s on top of your usual leave
  entitlement)
• Access up to 18% superannuation
• 8 weeks paid parental leave
• on-site brekky each day
• access to our confidential EAP program

If you’re motivated by lifting organisational capability, strengthening service culture and turning insight into action — we’d love to hear from you.

Applications close Wednesday 27th May 2025