Membership & Accounts Coordinator

Reports to: CEO

Direct Reports: None

Location: Melbourne - Hybrid

Purpose

The Membership & Accounts Coordinator is responsible for managing Design Matters National's (DMN) end-to-end membership administration, financial processing, and bookkeeping. This role ensures members receive responsive, professional service while maintaining accurate financial records and CRM data integrity. It plays a pivotal role in member retention, satisfaction, and the operational efficiency of the organisation.

Key Responsibilities

1. Membership Administration

Serve as the first friendly point of contact for phone, email, and in-person enquiries, providing a friendly and professional reception.

Manage consumer and member enquiries, escalating complex matters to other staff where appropriate.

Welcome and onboard new members, ensuring a positive first impression and understanding of DMN benefits.

Liaise with existing members to foster goodwill, promote offerings, and identify issues or opportunities for improvement.

Handle basic member and potential member queries and provide guidance on issues including HR, bad debts, contracts, engagement agreements, copyright, and general business matters.

Process membership applications, renewals, cancellations, and upgrades accurately and efficiently.

Run the monthly billing cycle, process manual payments, manage failed payments, and handle refunds and cancellations.

Maintain and update member profiles and contact information in the CRM.

Reconnect with lapsed members to encourage re-engagement.

Deliver and recommend improvements to the membership retention and recruitment program, aligned with DMN's strategic goals.

Contact prospective members by phone, email, and social media to promote the benefits of membership.

Support the team in developing strategies that enhance member engagement.

2. Financial Administration, Bookkeeping & Reporting

Manage all accounts payable and receivable transactions in Xero, including invoicing, supplier payments, reimbursements, and event or sponsorship billing.

Perform bank reconciliations weekly and ensure all transactions are coded correctly.

Issue renewal notices, receipts, and payment reminders for memberships and events.

Prepare monthly financial reports including profit & loss, balance sheets, and cash flow statements for the CEO.

Liaise with accountants and auditors for BAS, payroll, superannuation, and EOFY requirements.

Support budget preparation, expense tracking, and financial forecasting.

Manage petty cash, credit card reconciliations, and expense claims.

Reconcile event, award, and sponsorship revenue against registrations and contracts.

Collaborate with the team to ensure sponsor obligations are tracked and fulfilled.

Maintain supplier and member financial records in compliance with accounting standards and privacy requirements.

Support the CEO in preparing financial data for the Board.

Provide monthly membership, finance, and content activity reports to the CEO, including analysis of member trends and feedback.

Support the team with data, invoices, and reporting as needed.

Contribute to cross-team projects that enhance member experience and operational effectiveness.

Ensure DMN complies with financial, recordkeeping, and privacy regulations.

Assist with general office duties and special projects as directed by the CEO.

3. CRM & Data Management

Maintain accurate membership and financial data within iMIS CRM (familiarity with iMIS highly desirable).

Coordinate integrations between iMIS, Xero, and other systems (e.g., Mailchimp, website).

Manage database migrations and maintain clean, consistent data across platforms.

Create custom reports on membership, revenue, and engagement metrics.

Manage software subscriptions and ensure all licences are current.

Evaluate administrative systems and recommend improvements to enhance efficiency and data integrity.

Skills & Attributes

Strong bookkeeping experience (Xero essential).

Certificate III or IV in Bookkeeping or equivalent qualification required.

Minimum of 3+ years of bookkeeping experience required.

Experience managing memberships or CRM databases (iMIS experience ideal).

Minimum of 1-2 years of experience in membership administration or CRM database management required.

Strong attention to detail and organisational skills.

Excellent communication and customer service skills.

Ability to handle confidential and sensitive information with discretion.

Knowledge of accounting principles, invoicing, and reconciliation processes.

Confidence in using Excel, Mailchimp, Vimeo, Adobe, Eventbrite, MailGuard, Google Forms, Zoom, and online financial or CRM tools.

A proactive, team-oriented approach with the ability to work independently.

Australian work authorisation is required for this position.

Performance Indicators

Accurate and timely processing of memberships and financial transactions.

Positive member feedback and satisfaction rates.

On-time completion of billing cycles, BAS, and audit requirements.

Up-to-date CRM and financial records with minimal errors.

Timely and accurate financial and membership reporting.

Efficient response and resolution of member queries.