Chief Membership & Experience Officer (CMXO)

We’re a national team with a people-first mindset – and we’re growing.

About the business

The Finance Brokers Association of Australasia (FBAA) is the leading professional body representing finance brokers across the country. With a rapidly growing membership exceeding 14,000, we are committed to driving industry leadership, advocacy and career development.

We are looking for aseasoned Chief Membership & Experience Officer who's ready to step into a genuinely influential senior leadership role.

About the role

Reporting directly to the CEO, the Chief Membership & Experience Officer is accountable for shaping, elevating, and delivering the end to end experience of FBAA’s 14,000+ members. This executive role leads the strategy, design, and execution of all membership engagement, marketing, communications, and national events to strengthen member value, deepen loyalty, and reinforce FBAA’s position as Australia’s leading broker association.

The CMXO ensures every interaction with FBAA — digital, in person, service, advocacy, education, and community — is consistent, modern, and member centric. The role is a key contributor to FBAA’s executive leadership team and works closely with the CEO & CCO to drive growth, reputation, and industry influence.

Duties and responsibilities of the role include:

Member Experience & Education Leadership

Design and implement a holistic member experience strategy covering, onboarding, engagement, retention, and renewal.

Design and implement Education programs that align to broker lifecycle and industry trends [hot topics].

Establish and monitor member satisfaction, NPS, and experience metrics, using insights to drive continuous improvement.

Lead development of new member value propositions, benefits, services, and digital experiences.

Champion a member-first culture across the organisation, ensuring all functions understand and deliver on member expectations.





Membership Growth & Retention

Support CCO to develop targeted strategies to grow membership across broker segments, states, and emerging markets.

Oversee membership operations, service delivery, and support channels to ensure timely, high-quality interactions.

Implement segmentation models and personalised engagement programs to increase retention and lifetime value.

Partner with Policy, Education, and Advocacy teams to ensure member needs shape FBAA’s broader strategic agenda.

Marketing, Brand & Communications

Lead FBAA’s national marketing strategy, brand positioning, and reputation management.

Oversee integrated marketing campaigns across digital, social, content, PR, and member communications.

Ensure brand consistency across all channels, events, partnerships, and advocacy activities.

Develop thought leadership content and communication frameworks that strengthen FBAA’s voice in the industry.

Events, Conferences & Member Engagement Programs

Own the strategy, design, and delivery of all national events, including the National Industry Conference [NIC], State Roadshows, Awards, and Professional Development events.

Ensure events deliver exceptional member experience, strong attendance, commercial value, and brand impact.

Oversee event logistics, programming, speaker engagement, sponsorship integration, and post-event evaluation.

Work with the CDIO to introduce new formats, digital events, and hybrid experiences to broaden reach and accessibility.

Digital Experience & Platforms

Work with the CDIO to support the evolution of FBAA’s digital ecosystem, including website,



member portal, CRM, and communication platforms.

Drive adoption of digital tools that enhance member self-service, engagement, straight through processing and personalisation.

Leadership & Governance

Lead and develop high-performing teams across membership, marketing, communications, and events.

Manage budgets, forecasting, and performance reporting for all portfolio areas.

Provide strategic advice to the CEO and Board on member trends, brand performance, and experience insights.

Ensure compliance with relevant regulations, privacy requirements, and industry standards.

Skills and experience

Senior executive experience in membership organisations, peak bodies, associations, or customer centric industries.

Proven track record in member/customer experience transformation, including digital uplift.

Deep expertise in marketing, brand, communications, and events leadership.

Strong commercial acumen with experience managing budgets, and revenue programs.

Exceptional stakeholder engagement skills, with the ability to influence at CEO, Board, and industry levels.

Strategic thinker with the ability to translate insights into actionable programs that drive measurable outcomes.

Inspirational leader with experience building high-performing, service-oriented teams.

Conditions

Hybrid work model with WFH flexibility.

Why join the FBAA?

Genuine executive influence. Have a seat at the table with real strategic impact.

Close partnership with a CEO and Board committed to long-term growth.

New modern office located close to cafes and major transport routes.

Friendly, supportive, and fun team culture.

Work for an organisation that exists for a purpose - our members.

We welcome applicants from all backgrounds and experiences.

The FBAA is proud to be an inclusive and diverse employer. We welcome applicants from all backgrounds and experiences.

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📌 Chief Membership & Experience Officer (CMXO) (Queensland)
🏢 @
📍 Queensland