Membership Operations Manager

Job Description: Membership Operations Manager

The Membership Operations Manager is responsible for managing SGTech's end-to-end membership operations, covering new member onboarding, membership applications, annual renewals, and ongoing member satisfaction. The role ensures smooth processes, accurate records, strong cross-team coordination, and a positive membership experience to maximise retention.

The Manager serves as the operational anchor for membership administration overseeing application processing, onboarding, invoicing, renewals, satisfaction tracking, payment coordination, and data governance.

Key Responsibilities

1. New Membership Applications, Onboarding & Collections

• Manage end-to-end operational processing of new membership applications, including verification of information and eligibility checks.
• Coordinate closely with the Membership Acquisition team to ensure timely onboarding for new members.
• Issue invoices for new member applications and track collections.
• Deliver onboarding communications and update internal teams as needed. Maintain a structured and updated new member intake and onboarding tracker.

2. Membership Renewal & Engagement

• Lead and manage the annual membership renewal cycle end-to-end.
• Conduct proactive outreach ahead of renewal deadlines with personalised follow-ups.
• Collaborate with Council, Chapter Exco and Senior Management to secure renewals for high-value accounts.
• Identify strategic members for senior-level engagement to drive retention.

3. Member Communication, Satisfaction & Relationship Management

• Serve as the primary contact for members on onboarding, renewal, invoicing, and operational matters.
• Prepare and disseminate renewal notices, onboarding communications, and updates.
• Respond promptly to member queries on membership status, benefits, fees and account matters.
• Identify at-risk members, understand concerns, and implement targeted retention interventions.
• Manage satisfaction surveys for new and renewing members, using insights to identify gaps and improve processes.

4. Invoicing, Payments & Financial Coordination

• Coordinate issuance of invoices (new applications and renewals), quotations, and payment documents.
• Track payment status, follow up on outstanding amounts, and resolve invoicing issues with members.
• Work with Finance to ensure timely reconciliation and reporting.
• Ensure accurate and timely collection of all membership dues.

5. Reporting, Data Integrity, Database Cleansing & Operations

• Maintain and update the membership database with high data accuracy and completeness.
• Undertake regular database cleansing exercises to ensure updated member information, correct data fields, and removal of outdated or duplicated records.
• Provide weekly operational and performance reports covering onboarding, renewals, arrears, and retention metrics.
• Develop dashboards and summaries for reporting to Council and Exco.
• Analyse renewal trends, non-renewal reasons, and satisfaction survey feedback to support strategic decision-making.
• Record all member interactions (calls, emails, WhatsApp, meetings) to ensure full traceability.

6. Process Improvement & Operational Excellence

• Review and enhance end-to-end membership processes (application, onboarding, renewal, data updates).
• Recommend improvements in SOPs, workflows, communication templates, and automation tools.
• Coordinate cross-team process enhancements to strengthen membership operations efficiency.

7. Cross-Department Collaboration & Stakeholder Management

• Work with Marketing on messaging and collaterals for onboarding and renewal.
• Coordinate with Finance on invoicing alignment, collections, reconciliation, and reporting.
• Partner with Chapter Management, Programme Leads, and Growth & Partnerships to ensure integrated and timely member engagement and maintain accurate membership data.

8. Governance, Compliance & Administration

• Ensure strict adherence to SGTech's data governance, confidentiality, and document control standards in accordance to PDPA requirements.
• Maintain proper documentation and audit trails of applications, invoicing, communications, approvals, and member records.
• Oversee administrative processes related to membership verification, letters, documentation, and official correspondence.

Qualifications & Requirements

• Diploma or Degree in Business, Management, Marketing, or related field.
• 35 years experience in membership management, customer success, account management, or operations.
• Strong interpersonal and communication skills.
• High level of organisation, attention to detail, and ability to handle multiple timelines.
• Proficient with membership CRM systems and MS Excel.
• Strong analytical, reporting, and process-oriented mindset.

Competencies

• Stakeholder engagement
• Customer relationship management
• Process optimisation
• Data accuracy & cleansing
• Reporting & analytics
• Project management
• Professional communication
• Confidentiality & discretion

Data Protection Notification

By submitting your Curriculum Vitae (CV)/Resume, you agree to your data being used in conjunction with recruitment and employment purposes.

To maximize your opportunities to work with us, you are encouraged to keep the information provided accurate, complete and up to date.

Our Data Protection notice for Job Applicants is attached here: https://www.sgtech.org.sg/pageManagement/dataprotectionnoticeforjobapplicants

IMPORTANT: We do not collect any of the following:

• NRIC/FIN or any national identifiers.
• Photo
• Date of birth Age
• Spouse/Family information

Please do NOT include these in your CV/Resume and we reserve the right to reject any application that contains the above.