National Disability Services – Parkville VIC

National Disability Services (NDS) is Australia's peak body for disability service organisations and has been supporting and representing the disability sector for more than 80 years. Our valued members collectively operate several thousand services for more than 300,000 Australians with disability and employ a workforce of more than 100,000 people across metropolitan, regional, rural and remote communities. NDS has a strong and influential presence in every state and territory across Australia.

At NDS, our work is purposeful, collaborative and grounded in impact. We play a key role in shaping a stronger, more sustainable sector that improves outcomes for people with disability. We influence national reform, advocate for high quality providers and help our members navigate complexity in a changing environment. Every role at NDS contributes to this impact, whether you work in policy & advocacy, member services, marketing & communications, operations, projects or corporate services.

At NDS, our values underpin everything we do. NDS employees have a passion to make a difference, are member focused, value diversity and lived experience, share knowledge and expertise and prioritise progress over perfection. NDS supports our people to achieve their goals with a range of benefits including flexible working arrangements, employee wellbeing progams and opportunities for growth and learning.

To find out more about NDS, please visit our website at .au

About the Role Location:

Melbourne, (but flexibility with location)

Working Arrangement: Hybrid (1 day in the office per week)

Hours: Full-time, 38 hours, 5 days per week.

Status:

Permanent

Industrial Instrument:

Non Award





The Membership Service Lead leads nationally coordinated membership acquisition, retention and engagement activities, working across NDS to support growth and a consistent, high-quality member experience.

The role translates the Member Offer into practical engagement plans, builds relationships with current and prospective members, and uses member insights and data to improve services. It also oversees member-benefit partnerships from identification and negotiation through to implementation, performance monitoring and renewal.

Membership growth and retention

Develop and deliver national membership acquisition, retention and renewal plans aligned with NDS strategy.

Develop tailored approaches for different member and market segments, informed by data, member needs and sector conditions.

Identify risks to retention and coordinate timely interventions with State and Territory Managers and relevant internal teams.

Build and maintain trusted relationships with selected members, including senior decision-makers.

Consistent national member engagement

In partnership with Marketing and Communication, develop and maintain a member engagement framework that defines core touchpoints and service expectations.





Partner with State and Territory Managers and member-facing teams to deliver a consistent member experience while allowing for local priorities and relationships.

Coordinate onboarding and early engagement for new members so they understand and can access relevant benefits, services and contacts.

Increase staff awareness of membership benefits, products and services so member enquiries are handled confidently and consistently.

Member value, insights and continuous improvement

Contribute to the ongoing development and implementation of the Member Offer includingservices and perks.

Gather and analyse quantitative and qualitative member feedback to identify trends, unmet needs and opportunities.

Champion consistent CRM use, data quality and documentation of member interactions across member-facing teams, to monitor engagement and inform priorities.

Monitor relevant sector and market developments and translate insights into practical recommendations.

Lead improvements that increase the quality, effectiveness and efficiency of membership processes and the member experience.

Partnerships that benefit members

Develop and maintain a partnership portfolio aligned with member needs, the Member Offer and NDS strategic plan.

Identify, assess and recommend potential partners and member-benefit opportunities using clear value, risk and feasibility criteria.

Lead partnership discussions and negotiations within delegated authority and coordinate appropriate legal, financial and executive review.

Ensure partnership objectives, deliverables, responsibilities, financial arrangements, member offers, data requirements and reporting obligations are clearly documented.

Oversee partnership implementation and relationsh

📌 Membership Services Lead (Melbourne)
🏢 National Disability Services
📍 Melbourne