NatRoad (National Road Transport Association)

Canberra, ACT | Permanent Full-Time | Reports to General Manager

About the Opportunity

NatRoad is looking for a Head of Membership who takes genuine ownership of growing and looking after our membership base. This is a hands‑on role at the centre of how NatRoad delivers value to the trucking businesses who fund and govern the association.

You will report to the General Manager and be responsible for the full membership lifecycle: strategy, acquisition, onboarding, retention, and member experience, supported by a Membership Officer. You will also take ownership of the CRM that underpins how NatRoad understands and serves its members working closely with our Marketing and Communications team to reach and retain the transport operators we exist to serve.

This is a role for someone who is as comfortable setting a membership strategy as they are picking up the phone to a member with a compliance question. If you want a role where growing the membership base is squarely your responsibility, and your success is visible in the numbers, this is it.

About NatRoad

NatRoad has been in the corner of Australian road transport operators since 1948. We are the country's largest road freight transport association, and are entirely independent, funded through membership fees and business partnerships rather than government grants or political affiliations. Our board is made up of people who run transport businesses. Our members range from owner‑drivers running a single truck to major fleet operators managing hundreds of vehicles.

In our business we operate in a high‑trust, high‑accountability environment. Our members expect us to advocate credibly, deliver consistently, and handle ourselves with integrity. The Head of Membership plays a central role in making sure our members can see this day in day out.

We are a lean, purposeful organisation. We do not carry unnecessary complexity and what we say is what we do.

Our Values

NatRoad's values are not aspirational wallpaper. They describe how we operate, and they are the basis on which we make hiring decisions, manage performance, and assess how we are going as a team.

We expect every member of the NatRoad team, and especially those in leadership positions, to demonstrate:

- Integrity in everything they do, particularly when it is difficult or inconvenient.
- Dedication to the work and to the people they are responsible for.
- Reliability in following through on commitments, large and small.
- Empathy in dealing with colleagues, members, partners, and external stakeholders, recognising that the people we serve are running businesses under real pressure.
- Innovation in thinking about problems and being willing to try things differently when the current approach is not delivering.
- Results focus because good intentions are not enough. We exist to make a difference for the road transport industry, and that requires us to measure what matters and hold ourselves accountable for outcomes.

What You Will Be Responsible For

You will manage and develop the Membership Officer, building a culture of respect, professionalism, collaboration, and support,



both within the team and towards members. You will provide clear guidance, set expectations, and address performance issues so the team keeps improving. You will represent the voice of members across the organisation and manage risk proactively in your area.

You will develop and deliver NatRoad's long‑term membership strategy and translate it into an annual membership plan with clear acquisition and retention targets. You will report regularly on membership growth, retention, and emerging trends, escalating key decisions to the executive team. Utilising member data and insights, including member research, you will bring evidence‑based thinking to decisions across the Association.

Member Lifecycle & Value Proposition

You will own the full member journey: onboarding, renewals, retention, satisfaction, and offboarding. Working with others, you will support the NatRoad's products and services as part of the member value proposition, and develop current lifecycle techniques. In turn driving retention, referrals, and overall member satisfaction. You will make sure members get consistent, responsive service, whether that is a phone call, an email, or educational material.

You will progress potential members from suspects to qualified leads, clearly articulating NatRoad's value proposition, and you will build the relationships that turn interest into commitment. You will track and report on acquisition activity, keeping it aligned with growth targets.

Member Services

You will manage day‑to‑day member interactions, and direct members to the right specialist for compliance, HR, and IR queries. You will manage and lead the business processes that sit behind the CRM, taking ownership of the CRM itself, including data quality and member reporting. You will work closely with the Marketing and Communication team to deliver targeted member communications and campaigns and support delivery of industry‑led campaigns and events.

General

You will help lead technology adoption in your area, contribute to annual budget planning, and take part in internal and external projects that advance NatRoad's strategy and objectives.

What We Are Looking For

Experience and Qualifications

You will bring at least five years' experience in member services or sales, including leading and developing a small team. You do not need to have worked in road transport or an industry association, although familiarity with the sector, or the ability to pick it up quickly, would be an advantage.

Specifically, we are looking for:

- Demonstrated ability to deliver under tight deadlines on high‑profile, results‑oriented projects
- Ability to manage projects and campaigns, including identifying and mitigating risks
- Proven ability to show initiative, prioritise work requirements,



consult appropriately, and respond effectively to direction
- Ability to continuously refine and improve member experience and association processes to deliver best practice in membership management
- An entrepreneurial and creative approach, with the ability to identify and act on opportunities to grow membership and enhance value
- Strong analytical skills to support reporting, planning, and evidence‑based decision making
- Excellent written and oral communication skills, including presentation and public speaking
- Ability to build robust relationships with members, prospects, stakeholders, and colleagues through clear and professional communication
- Experience planning and delivering campaigns and events that drive engagement and outcomes
- Advanced computer skills, particularly in MS Word, Excel, and PowerPoint
- Comfort working with member databases, reporting tools, and digital platforms to support acquisition, retention, and engagement activities

The Kind of Person You Are

You take pride in growing something and looking after it once it is grown. You are just as motivated by a strong acquisition number as you are by a member renewing for the tenth year running.

You are collaborative, resilient, and adaptable, and comfortable working in a fast‑paced environment where priorities can shift.

You have a genuine passion for making a difference to people across Australia, and an interest in contributing to the success of the road transport industry, even if you are not a trucking expert on day one.

You build trust with members and colleagues alike because you follow through on what you say and do.

Why NatRoad

There are not many roles where the relationships you build directly translate into the strength of the organisation you work for. Every member who joins, renews, or refers a colleague because of the experience you have built is a direct result of your work.

NatRoad is headquartered in Canberra, and this role is based in our head office. You will work closely with a General Manager who is engaged in both the strategic and day‑to‑day dimensions of membership, and be part of an organisation with a transparent sense of purpose and a long history of showing up for its members.

We offer a competitive remuneration package commensurate with the seniority and scope of the position.

How to Apply

To apply, please submit your resume and a cover letter that speaks directly to your experience against the key responsibilities and attributes described above. Generic applications are unlikely to progress. We want to understand specifically how your background equips you for this role and why NatRoad interests you.

Applications are assessed on a rolling basis. We encourage you to apply as soon as you are ready rather than waiting until the closing date.

NatRoad is an equal opportunity employer. We are committed to building a team that reflects the diversity of the industry we serve and the Australian community more broadly.

For a confidential discussion about the role, please contact NatRoad directly.

Applications close COB Friday, 31 July 2026

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📌 Head of Membership (Canberra)
🏢 @
📍 Canberra