About Us
Caravan Industry Victoria (CIV) is the peak industry association representing and supporting Victoria’s caravan and recreational vehicle sector.
We connect and support businesses across manufacturing, retail, servicing, tourism, training and events. CIV advocates for industry needs, promotes best practice and delivers programs, services and initiatives that strengthen our members and the broader industry.
About the Opportunity
This is a rare opportunity to join a respected industry association supporting one of Victoria’s most diverse lifestyle and tourism sectors.
CIV is entering its next stage of growth and maturity, and we are seeking a practical, relationship-focused Membership Manager to lead our member services, industry programs and member support functions.
The role will:
- Lead member onboarding, engagement, retention and service delivery.
- Coordinate key industry programs, including RV Masters and relevant accreditation and certification activities.
- Oversee member-facing training and technical and compliance support delivered through external providers and contractors.
- Lead and develop a small membership team.
- Strengthen service standards, systems, records, reporting and follow-through.
- Work collaboratively with Sales, Marketing, Events and Tourism & Lifestyle to ensure member needs and opportunities are understood and acted upon.
Key Responsibilities
- Deliver a consistent, high-value membership experience across onboarding, renewals, retention, enquiries, benefits and ongoing member support.
- Manage CIV’s member programs, including RV Masters and relevant accreditation and certification activities, ensuring requirements, documentation, renewals and communications remain current.
- Coordinate training, technical and compliance support delivered through external providers, ensuring services are clearly briefed, monitored, reviewed and followed through.
- Build strong relationships with current and prospective members and develop a sound understanding of their businesses, challenges and opportunities.
- Identify member needs, service improvements, retention risks and opportunities to increase participation in CIV programs, events, training and services.
- Identify and record qualified membership and service leads in the CRM and work with the sales team to support conversion and commercial growth.
- Lead and develop the Membership Services team by setting clear priorities, responsibilities, performance expectations and accountability standards.
- Collaborate with Marketing, Sales, Events, Tourism & Lifestyle and external providers to coordinate member communications, campaigns and service delivery.
- Monitor and report on membership growth, retention, engagement, program participation, member feedback, contractor performance, risks and opportunities.
- Ensure member records, resources, processes and program materials are accurate, approved, well maintained and accessible.
- Identify and escalate significant service, compliance, safety, quality or reputational risks to the General Manager.
About You
You are a relationship-focused membership professional who combines strong service delivery with commercial awareness, sound judgement and practical leadership.
You will bring:
- Experience in membership, member services, customer success, association management, account management, industry programs or a related stakeholder-focused environment.
- A demonstrated ability to improve member or customer experience, engagement, retention and service delivery.
- Experience coordinating programs, external providers, contractors, training, accreditation, certification or compliance-related services.
- Strong relationship-building skills and the confidence to engage with members, prospective members, contractors and industry stakeholders.
- Commercial awareness and the ability to identify opportunities, promote services and support lead conversion.
- Experience leading and developing a small team, setting expectations, reviewing performance and building a constructive and accountable culture.
- Strong organisational, CRM, reporting, process and administrative capabilities.
- Excellent attention to detail and the ability to manage competing priorities through to completion.
- Clear written and verbal communication skills, including the ability to prepare briefs, reports and member communications.
- A collaborative working style and the ability to coordinate effectively across internal teams and external providers.
- Sound judgement and the ability to identify and escalate service, compliance, safety or reputational risks appropriately.
Experience within a membership organisation, industry association, training environment, accreditation program or regulated industry will be highly regarded.
How to Apply
Please submit via SEEK:
- Your current CV.
- A cover letter of no more than two pages.
- Your salary expectations.
- Your current notice period or earliest available commencement date.
Your cover letter should briefly outline your interest in the role and Caravan Industry Victoria and provide examples addressing the following key selection criteria:
- Member value and retention – Your experience improving member or customer engagement, retention or service delivery.
- Program and contractor management – Your experience coordinating programs, external providers, accreditation, certification, training or contractor-delivered services.
- Commercial and relationship-led growth – Your ability to build trusted relationships, identify opportunities, promote services and support lead conversion.
- Team leadership and accountability – Your experience leading a small team, setting expectations, reviewing work and building a constructive and accountable culture.
- Cross-functional coordination – Your ability to work effectively across internal teams, shared resources and external stakeholders through clear planning, communication and follow-through.
