The Member Services Manager is IMMA's single point of contact for member outlets, and the person responsible for building what our members are able to do. This is a member-facing job.
You will maintain relationships across the membership, learn each outlet's business, and be the person members hear from regularly and can depend on. Communication is a key part of it: keeping members informed, briefed and connected to what IMMA is doing on their behalf. The other half is development. Our members range from substantial digital businesses to family run outlets that have served the same community for decades, and they need different things from us. You will identify where members need support, organise practical training, build the guidance and templates, and work with each outlet on a plan to get them where they need to be.
You will also support the success of IMMA's advertising booking platform, Multicultural Media Direct (MMD). This includes oversee campaign delivery once a booking is confirmed, working through MMD's operations team.
This role reports to the General Manager.
Key responsibilities
Be the primary point of contact for IMMA's member outlets
Build a real working knowledge of each member's media offering: audiences, formats, rates, specifications, production requirements and commercial practice
Understand what members need from IMMA, and bring that back into how IMMA operates
Keep members informed about what IMMA is doing, what opportunities are coming and what is expected of them
Write and issue member updates, briefing notes, opportunity notices and practical guidance
Run member briefings and check-ins, one-to-one and in groups
Identify where members need support and design and organise practical training
Build guidance, templates and standards members use




Onboard members onto IMMA's booking platform and keep rates, inventory and specifications current
Oversee delivery of advertising campaigns once a booking is confirmed, directing IMMA's operations team on sequencing, creative distribution, tracking and reporting
About you
Around 3 to 5 years in media, advertising, communications, member services or a training and capability role
Experience in account or client management, media planning or buying, advertising operations, or working inside a media outlet or a member-based organisation
Genuine relationship builder who can earn trust with anyone
Confident written communicator, producing updates, briefings and guidance
Comfortable explaining things and running a session
Adept with technology and patient teaching them to people who find them difficult
Solid attention to detail essential, with material specifications, records, deadlines and reporting accurate
Able to build processes rather than waiting for one
Seen as reliable and dependable
About us
Independent Multicultural Media Australia Ltd (IMMA) is the national peak body representing more than 60 independent multicultural media outlets across Australia. We advocate for equity in government and agency advertising, support training and digital transformation, and give multicultural media a strong collective voice. Our members are the media. They are the publishers, broadcasters and digital outlets reaching audiences in language and in community every day in Australia, and they are the reason IMMA exists.
IMMA welcomes applications from people of all backgrounds. We particularly encourage applications from people of culturally and linguistically diverse backgrounds and from Aboriginal and Torres Strait Islander people.
Applications close Monday 28 September ****.
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📌 Member Services Manager (Melbourne)
🏢 Independent Multicultural Media Australia
📍 Melbourne