Member Services Manager, AU & NZ

Position Title:           Member Services Manager, AU & NZ

Reports to:               General Manager Australia & New Zealand

Location:                  Sydney AU


JOB DESCRIPTION

The Member Services Manager, AU & NZ (part-time) is responsible for performing member/supplier support, on-boarding of new members and ensuring progressive revenue growth for assigned members. The Member Services Manager works closely with the General Manager, AU & NZ in supporting member needs in all geographic regions.

This position carries out responsibilities in the following functional areas:

  • Inside Sales Support – lead generation providing information on Ensemble product and services / material assistance and fulfillment of potential membership kits and capture of client inquiries in Salesforce SME
  • On-boarding of new members in AU & NZ – coordination of all set-up forms and management of system integration
  • Record details of Member contacts, review or make changes to member account
  • Management of GDS logins through portal – additions/deletions
  • Provide pro-active service to members as requested by supervisor
  • Identify system errors, escalation to Tech Support and monitoring of issue until resolved for member
  • Webinar training to members on Ensemble products and preferred suppliers
  • Management of Monthly AU & NZ Rosters 
  • Finance support - management of member fees, coordination of a monthly report and communicating information to US Finance Team for processing
  • Monitoring member fees, supplier payments and overrides in the E-pay system and reporting payment to the US Finance Team
  • Manage distribution of Supplier Marketing communications to Members
  • Management of Events occurring in AU or NZ – member invitations and RSVP's

Core Competencies:

  • Decision making
  • Teamwork
  • Reliability
  • Problem solving
  • Adaptability
  • Planning and Organization
  • Integrity
  • Initiative
  • Detail-oriented
  • Well-organized

Travel:

Minimum travel is expected for this position.

Supervisory Responsibility:

This position has no supervisory responsibilities

Position type & expected hours of work:

This is a full-time position that is prorated to 3 days per week. Hours of work are Wednesday through to Friday, 9:00 a.m. to 5 p.m. Occasional evening work may be required as job duties demand. This position is exempt from overtime unless approved by Manager.

Benefits:

  1. Competitive salary and superannuation at the approved Australian Government rate of 9.5%
  2. 4 weeks Annual Leave in respect of every twelve (12 months) of continuous service (based on accrual)
  3. 8 paid holidays
  4. Business Tools - Mobile Phone & Laptop
  5. Company AMEX Corporate Card to cover any Travel & Entertainment Expenses incurred for business
  6. Parking & Tolls covered for business duties
  7. Car Allowance
  8. Tuition Reimbursement

Requirements and Qualifications:

  • Excellent communications skills- both verbal and written
  • Well organized
  • Ability to multi-task

Required Education and Experience:

  1. TAFE or University degree and/or knowledge of travel industry
  2. 3 years Customer Service Experience
  3. Proficient in PC skills with knowledge of Microsoft Word/Excel

Preferred Education and Experience:

  1. 5 years Customer Service Experience


Company Description

Ensemble Travel® Group is a travel industry related company which supports travel agencies with turnkey marketing and technology solutions. Founded in 1968, Ensemble is a proactive, member-owned international organization of approximately 850 professional travel agencies in the U.S. and Canada, and with recent expansion into Australia and New Zealand. With a membership that represents billions of dollars in travel sales each year, Ensemble Travel Group has achieved a 50-year record of boosting members' profits and delivering high-volume sales to its preferred suppliers.