Business Victor Harbor (BVH) Role Specification - Member Services Manager

-          Position Type: Independent Subcontractor

-          Location: 2/23 Victoria Street, Victor Harbor, SA

-          Contract Term: Initial 1-year contract

-          Reports To: Executive Officer & Board

Role Overview:

The Member Services Manager plays a critical role in ensuring BVH’s long-term success by nurturing and growing the membership base while supporting the Executive Officer and Board. This position directly impacts member satisfaction, retention, and growth, ensuring that members receive the support and services they need to succeed in business, both locally and within the region. The role requires an experienced administrative professional with strong business development skills, customer service expertise, and the ability to manage organisational support efficiently.

Independent Subcontractor Agreement:

As an independent subcontractor, you will not be in an employer-employee relationship. You must have an Australian Business Number (ABN) and provide proof of the required public liability and professional indemnity insurance. You have the flexibility to accept or reject service requests and are free to work for other entities. You may also employ or subcontract others, provided they are suitably skilled and licensed, and you will be responsible for their actions. Additionally, you are responsible for your superannuation and tax obligations and may issue an "Opt-Out" Notice under the Fair Work Act 2009 (Cth). You will need to supply your own materials, tools, and any necessary office equipment, covering all associated costs.

Qualifications, Skills, and Experience:

• A relevant qualification in business administration, membership management, or a related field.

Experience:

• A minimum of 3+ years of proven experience in business development or membership management.
• A minimum of 3+ years of experience in managing office environments and administration.
• Previous experience working with volunteer-based boards composed of business owners and professionals is highly regarded.
• Experience with CRM software, email marketing platforms (e.g., Mailchimp), and accounting software (e.g., Xero) is preferred.

Skills:

• Strong proficiency in Microsoft 365 products, including SharePoint and TEAMS.
• Excellent verbal and written communication skills, with the ability to report findings and outcomes effectively.
• Strong customer service, networking, and relationship-building skills.
• Exceptional time management with the ability to prioritise competing demands.
• Excellent knowledge of fundamental business practices, financial administration, and office management procedures.
• Ability to use data analytics to drive decisions related to membership engagement, retention, and recruitment.

Personal Skills and Attributes:

• High personal integrity and the ability to work independently without supervision.
• A self-starter with a positive attitude and proactive approach.
• Strong service focus with a commitment to supporting members and stakeholders.
• Ability to adapt to changing circumstances and evolving business needs.
• Tech-savvy with a keen interest in optimising processes for efficiency.
• Cultural fit with BVH, demonstrating values of collaboration, innovation, and community involvement.

Key Tasks:

• Nurture existing members and actively drive new membership for BVH’s chamber, aiming for a 10% growth in the membership base within the first year.
• Implement strategies to grow the membership base, ensuring continued engagement and value delivery.
• Manage communication with members, including maintaining the BVH business mobile number and members@ email address.
• Analyse member and industry data, providing feedback and insights on growth opportunities and using this data to improve member engagement and retention.
• Collaborate with the Communications and Events Manager on direct communication to members via electronic channels.
• Manage member data entry, updates, and filing of new and existing members.
• Pastoral care of BVH partners/sponsors ensuring value delivery, recognising category levels
• Assist BVH Training, Events, Member Services (TEMS) sub-Committee and the Communications and Event Manager with BVH’s Excellence in Business Awards (bi-annual)

Board Support & Administrative Services:

• Prepare reports and correspondence for the Board in a timely and accurate manner.
• Manage correspondence in and out of the organisation in a professional and timely manner.
• Assist with the preparation of BVH newsletters in collaboration with the Communications and Events Manager.
• Maintain office management tasks such as ordering supplies, managing contracts on office equipment, and ensuring operational efficiency.
• Support the Board Chair with secretarial duties, including preparing Board papers and minutes and assist with BVH AGM.
• Assist with the onboarding of Brand Victor Harbor as required.

Financial Administration:

• Manage BVH’s financial administration using Xero, including processing bills and weekly payment runs in line with delegations of authority coding, multi-factor authentication, membership invoices, and completing bank reconciliations within 48 hours of the end of the month.
• Liaise with the Treasurer regarding invoicing, outstanding membership fees, and financial reporting.
• Ensure BAS, includes review of GST Free
• Reconcile Stripe in line with Xero, including BVH staff access arrangements
• Collaborate with the Communications and Events Manager to support the Humanitix ticketing system and Stripe online credit card receipting system

Key Relationships:

Internal:

• Executive Officer and Communications and Events Manager
• Board Chair, Deputy Chair(s), Treasurer, and Board members, including working with TEMS sub-Committee

External:

• Existing BVH members and targeted future members
• City of Victor Harbor contact points for Brand Victor Harbor onboarding
• Local businesses and community stakeholders

Goals and Objectives:

• Achieve a 10% growth in membership within the first year.
• Ensure member satisfaction remains high, with a target of 95% member satisfaction rate.
• Ensure financial administration duties are completed accurately and on time, with bank reconciliations completed within 48 hours of the end of the month.

Performance Review and Feedback:

Performance will be reviewed based on the achievement of specific goals, such as membership growth, member satisfaction, and the accuracy of financial administration. Feedback will be provided regularly by the Executive Officer and the Board, with quarterly reviews to assess progress.

Compensation Structure:

Compensation will be project-based or hourly, with details to be negotiated based on the scope of work and deliverables.

Professional Development:

Opportunities for professional development will be considered, with an expectation that the contractor stays current with industry trends and best practices.

Confidentiality:

The subcontractor must maintain the confidentiality of all BVH-related information and not disclose it to third parties without prior consent.

Onboarding Process:

The onboarding process will take approximately two weeks and will include training on BVH’s financial systems, member management platform, and communication tools, as well as an introduction to key stakeholders and an overview of BVH’s values and goals.

Business Victor Harbor (BVH) Role Specification – Communications & Events Manager

-          Position Type: Independent Subcontractor

-          Location: 2/23 Victoria Street, Victor Harbor, SA

-          Contract Term: Initial 1-year contract

-          Reports To: Executive Officer, Member Services & Board

Role Overview:

The Communications and Events Manager plays a crucial role in driving BVH’s outreach efforts by managing social media, website content, newsletters, external communications, and event planning. This position directly supports BVH’s mission to provide business marketing and promotional services that enhance the success of our members both locally and regionally. The role demands a tech-savvy, hands-on individual with strong business development skills, capable of executing a strategic communications plan that ensures timely and relevant information delivery across various platforms. The ability to adapt to changing circumstances and evolving business needs is essential.

Independent Subcontractor Agreement:

As an independent subcontractor, you will not be in an employer-employee relationship. You must have an Australian Business Number (ABN) and provide proof of the required public liability and professional indemnity insurance. You have the flexibility to accept or reject service requests and are free to work for other entities. You may also employ or subcontract others, provided they are suitably skilled and licensed, and you will be responsible for their actions. Additionally, you are responsible for your superannuation and tax obligations and may issue an "Opt-Out" Notice under the Fair Work Act 2009 (Cth). You will need to supply your own materials, tools, electrical equipment, and registered vehicles, covering all associated costs.

Qualifications, Skills, and Experience:

Qualifications:

• A relevant qualification in communications, marketing, event management, or a related field.

Experience:

• A minimum of 3-5 years of proven experience in managing social media platforms, website content, and event planning.
• Experience working with a volunteer-based board composed of business owners and professionals.
• Previous experience in a similar role within a chamber of commerce or member-based organisation is highly desirable.

• Strong proficiency in Microsoft 365 products, including TEAMS and related applications.
• Excellent verbal and written communication skills, with the ability to report findings and outcomes effectively.
• Strong networking and relationship-building skills.
• Exceptional time management with the ability to prioritise competing demands.
• Familiarity with tools such as WordPress, Canva, Mailchimp (or similar email marketing software), Eventbrite (or similar event management platforms), and CRM systems.
• Ability to make data-driven decisions using analytics tools to track performance and adjust strategies.

Personal Skills and Attributes:

• High personal integrity and the ability to work independently without supervision.
• A self-starting attitude with a positive approach to challenges.
• Strong service focus with a commitment to supporting members and stakeholders.
• Tech-savvy with a keen interest in staying updated on the latest communication and event management tools.
• Ability to adapt to changing circumstances and evolving business needs, maintaining a proactive and solution-oriented approach.
• Cultural fit with BVH, demonstrating values of collaboration, innovation, and community involvement.

Key Tasks:

Social Media:

• Manage BVH’s social media presence, ensuring regular and engaging content that aligns with BVH’s objectives.
• Develop and implement social media strategies to increase engagement and reach, with measurable goals such as a 15% increase in engagement within the first six months.
• Monitor and respond to social media interactions, fostering a positive online community.

Website Content & Maintenance:

• Update and maintain BVH’s website, ensuring content is current, relevant, and user-friendly.
• Implement SEO best practices to enhance website visibility and traffic, aiming for a measurable increase in website visits.
• Collaborate with Member Services to ensure accurate and timely content updates.

Events Planning & Management:

• Plan, coordinate, and execute BVH events, including member meetings, workshops, and networking events.
• Manage event ticketing and registration through platforms like Humanitix, ensuring smooth operations.
• Oversee all logistical aspects of events, including venue selection, catering, and AV requirements, with a focus on achieving a 90% satisfaction rate from participants.

Board Support & Administrative Services:

• Provide weekly updates on social media performance and monthly reports on website analytics and event outcomes to the Executive Officer and Board.
• Liaise with Member Services on BVH newsletters and Brand Victor Harbor requirements.
• Support the Board with administrative tasks, including meeting preparation and minutes, ensuring a high standard of accuracy and efficiency.

Administration:

• Coordinate with Member Services on the Humanitix ticketing system and Stripe online credit card receipting system.
• Manage day-to-day administrative tasks related to communications and events, ensuring all processes run smoothly.

Key Relationships:

Internal:

• Executive Officer, Member Services of BVH
• Board Chair, Deputy Chair(s), Treasurer, and Board members

External:

• Existing BVH members and targeted future members
• City of Victor Harbor nominated contact points, particularly regarding the on-boarding of Brand Victor Harbor
• Service providers, contractors, and other stakeholders involved in event execution
• Local government bodies, sponsors, and media outlets, as required

Goals and Objectives:

• Increase social media engagement by 15% within the first six months.
• Ensure a 90% satisfaction rate from event participants.
• Achieve measurable improvements in website traffic and user engagement.

Performance Review and Feedback:

Compensation Structure:

Professional Development:

Confidentiality:

The subcontractor must maintain the confidentiality of all BVH-related information and not disclose it to third parties without prior consent.

Onboarding Process:

The successful candidate will undergo an onboarding process that includes training on BVH’s systems, an introduction to key stakeholders, and an overview of BVH’s values and goals.