Member Relationship Manager - UniSport Australia Ltd - Closing 16 Jun 2021
New South Wales, Australia
UniSport Australia is the peak governing body of univeristy sport in Australia.
We strive to promote and foster the importance of university sport as an integral part of university life at 43 member universities, who collectively represent more than one million students nationwide. Our primary focus is providing expertise and leadership in university sport. We aim to deliver and integrate national policy that enhances and facilitates opportunities for competitive participation in sport for students at a regional, national and international level. Furthermore, we also focus on providing a broad range of supplementary activities, advocacy and services for our members.
UniSport Australia is committed to the principle of ongoing continual improvement and the spirit of doing one’s best. As an employee of Unisport Australia, you can expect to be part of a team that is dedicated to excellence and high performance, prides itself on operational best practice, promotes inclusion and respect for diversity and allows for flexible work arrangements that assist staff to balance family and work commitments.
About the role
The Member Relationship Manager is a key liaison between UniSport and its members. The Member Services department consists of a team of four, including the General Manager and two other Member Relationship Managers.
The role is essential to delivering services aligned with UniSport’s Member Service Strategy, including the implementation of member agreements.
The role currently liaises with universities in New South Wales and ACT however this may be expanded as the UniSport member services team revises its task alignment and team structure in the coming six months as part of a planned review.
The role is flexible in its working arrangements and it is anticipated that the person will work predominantly from a home office environment unless their location is close to our hot desk space at The University of New South Wales in Kensington, Sydney.
Key performance objectives
Implement UniSport’s member service strategy and deliver services requested by members as per the member service agreement
Take the lead in key member projects where skills align with these projects. Projects could include but are not limited to the areas of the members service agreement
Maintain a level of service and interaction with UniSport members that meets the member service strategy and member expectations
Deal with member adhoc requests, as they occur
Establish an annual calendar of engagement touch points (activities) with members including forums, online/in person meetings, campus visits, and phone calls
Quarterly meetings with members to ensure member service agreement is being met. If budget/time/distance does not allow for in person meetings, phone or online meeting will be sufficient
Develop monthly member exchange communications aimed at sharing relevant university sport information and providing members with upcoming education and networking opportunities
Member Capacity Building
Where relevant, assist the Member Service team to facilitate opportunities for members which focus on increasing knowledge, resources and connections
Oversee the member resource area of the UniSport website including regular updating of resources
Induct new UTMs into UniSport via the Team Management 101 course
Assist and support members (where appropriate), for inter varsity or regional sport competitions as per member service agreement
Assist members (where required) with setting key timelines in relation to nationals participation, including providing best practice capacity building in the area of team management
Maintain an active calendar of events from within the membership at an intra/intervarsity level as well as regional and community events (as they relate to members)
Work with members (where required), to ensure intra/intervarsity events receive UniSport endorsement, including the completion of relevant endorsement documents
Collaboration with other UniSport business areas
Support the UniMoves project manager through liaison with members and roll out of programs
Undertake an appointed role across one or more Nationals events and work with the Project Manager – Nationals (or equivalent), to deliver on key outcomes required of this role
Provide support where required to increase brand awareness of UniRoos on campus
Support media and communication strategies targeted at universities
Provide support where required in relation to promotion of university partnerships
Assist the wider UniSport staff by providing knowledge of time frames of member needs and work closely re planning in relation to member engagement
Undertake financial practices to required deadlines and processes including (but not limited to) budget updates, credit card reconciliation and purchase requests
Assist with and contribute to special projects or other UniSport business as required from time to time
As required, represent the organisation in an official capacity at various functions, gatherings, meetings and conferences as well as on approved/relevant committees or working parties/groups
Advocate for the university sport sector within personal and professional networks
Note that this role may be required to undertake duties/request that fall outside the scope of this position description
We are seeking a person for this role who:
Is self motivated
Has exceptional customer service/stakeholder management skills
Understands the world of not for profit sport
Is flexible and able to easily adapt to a changing work environment
Demonstrated experience in managing and servicing accounts, clients and/or stakeholders in a membership setting
Experience in delivering services for external clients and meeting client key priorities
Experience in delivering projects to specific timelines using operational plans or project plans
Proven ability to work on multiple projects with conflicting deadlines
An understanding of what components are required to conduct a sporting competition