Senior Manager: Member Services & Operations

SUMMARY:
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POSITION INFO:

Senior Manager: Member Services & Operations

Location: Johannesburg
Type: Permanent

We are working with a well-established, purpose-driven organisation operating within a professional, governance-led environment. The business is entering a phase of greater operational alignment and is looking to appoint a senior leader to bring structure, consistency, and performance across its member-facing functions.

This role sits at the intersection of operations, governance, and stakeholder engagement, with responsibility for leading and integrating an established membership, projects, and planning environment.

The Role

You will take ownership of the end-to-end member services and operations function, ensuring that systems, processes, and teams are aligned to deliver a consistent, high-quality member experience.

The focus is on strengthening operational discipline, improving process efficiency, enhancing reporting and data integrity, and driving accountability across teams.

Key Responsibilities

• Lead and integrate member services, project coordination, and operational support functions
• Drive process optimisation and implement structured, scalable workflows
• Establish and strengthen governance frameworks, controls, and reporting standards
• Oversee CRM and data environments to ensure accuracy, integrity, and usability
• Monitor and enhance the full membership lifecycle, including onboarding, engagement, and retention
• Work closely with finance on billing, revenue tracking, and operational alignment
• Lead and develop a multi-functional team, embedding a culture of accountability and performance
• Act as a key interface between operational teams and senior leadership

What We’re Looking For

• Relevant tertiary qualification (Business, Commerce, Marketing, Communications, Public Relations, or similar).
  Minimum 5 years’ experience in membership or related service operations management.
  Minimum 3–5 years in a senior management or leadership role (preferable).
• Proven experience in a senior operations or service delivery leadership role
• Background in a structured, governance or compliance-driven environment
• Exposure to membership-based, accreditation, or professional services environments is advantageous
• Strong systems orientation, with experience working with CRM platforms and data-driven processes
• Demonstrated ability to build and implement processes, frameworks, and operational controls
• Experience managing teams across multiple functions
• Commercial awareness, including exposure to revenue, billing, or financial oversight
• Strong stakeholder engagement skills, with the ability to operate at a senior level

Why Consider This Role

• Opportunity to shape and integrate an already established function
• High level of visibility and influence within the organisation
• A role that combines operational leadership with governance and strategic input
• An environment that values structure, professionalism, and continuous improvement

Interested candidates are invited to submit their CV online or via email to:

If you have not received feedback within 10 days of the closing date, please consider your application unsuccessf