Member Services Manager, AU & NZ

Position Title:           Member Services Manager, AU & NZ

Reports to:               General Manager Australia & New Zealand

Location:                  Sydney AU


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


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.


  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.