Member Engagement & Retention Specialist

The Australian Water Association Limited; Adelaide; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Hybrid working (3 days in office, 2 Wf

Permanent, full-time role

Job summary

The Australian Water Association Limited is seeking a member or customer engagement specialist to advance member experience across the Australian water sector. You will implement engagement strategies, onboard new members, and act as a trusted contact, fostering strong relationships and driving retention.

Hybrid role with a preference for Adelaide, but Melbourne or Sydney options are available. You will work with cross-functional teams to deliver measurable outcomes and a high-value member

Qualifications

• Experience in member services, customer success or similar roles with a focus on retention.
• Ability to build trusted relationships and drive engagement with members.
• Proven track record of meeting measurable targets and KPIs.
• Confidently engage with customers or members by phone and handle challenging conversations.
• Identify member needs and map them to relevant products or services.
• Experience using a CRM to manage relationships and track engagement.
• Excellent written and verbal communication skills.
• Experience in a membership or not-for-profit organisation is valued.

Responsibilities

• Develop and implement member engagement and retention strategies for a personalised experience.
• Manage onboarding of new members to realise member value.
• Serve as a key relationship manager and contact point for members.
• Connect members with AWA initiatives, projects, events and networks.
• Monitor activity, engagement, satisfaction and renewal indicators, re-engaging at risk members.
• Achieve retention and engagement targets using data to prioritise activity.
• Capture and analyse member data to inform future engagement offerings.
• Collaborate across the organisation to ensure a seamless member experience.

Skills

Member services

Customer success

Account management

Relationship management

Sales

Business development

Client retention

Target driven

Education

Tertiary qualification in business, communications, marketing or related discipline

Tools

CRM system

Job description

Are you a passionate member or customer engagement specialist looking for your next career step?

If you're excited about applying your membership engagement and retention experience within the Australian water sector, we have an exciting role available at AWA.

Powered by our vision for a sustainable water future, AWA is evolving from a connector of water professionals into a catalyst for system wide change - and member engagement is a key part of this transformation.

WHAT'S ON OFFER

Permanent, full time role

While the preference is for this role to be based in Adelaide, the role can also be based in Melbourne or Sydney dependent on the successful candidate's location.

Hybrid working - 3 days in office and 2 working from home

Respected brand in a thriving sector

A newly created role with scope to significantly impact member experience

About the Opportunity

• Reporting to the Manager, Member Engagement, you'll have the opportunity to develop and implement member engagement and retention strategies that deliver a personalised high value member experience.
• Manage the onboarding of new members to realise member value.
• Act as a key relationship manager and trusted point of contact for members, maintaining regular engagement through a range of member focused activities.
• Connect members with relevant AWA initiatives, projects, events, specialised networks and other services by working collaboratively with teams across AWA and the sector.
• Monitor member activity, engagement, satisfaction and renewal indicators, and proactively reconnect with members showing signs of declining engagement.
• Achieve agreed retention, engagement and member contact targets, using data and insights to prioritise activity and improve outcomes.
• Capture, maintain and analyse member data, feedback and emerging needs to inform engagement strategies, service improvements and the development of future offerings.
• Work collaboratively across the organisation to ensure members receive a seamless and high quality experience.

Key skills and experience required in this role

• Demonstrated experience in member services, customer success, account management, relationship management, sales, business development or client retention.
• Proven ability to build trusted relationships and retain customers or members through proactive engagement.
• Experience working towards measurable targets or key performance indicators, with a track record of achieving results.
• Confidence engaging with customers or members by phone, including initiating conversations and handling challenging discussions.
• Experience identifying customer or member needs and matching them with relevant products, services or opportunities.
• Experience using a CRM system to manage relationships, track engagement and maintain accurate records.
• Excellent written and verbal communication skills.
• Experience working in a membership association, professional association or not-for-profit organisation.
• Experience supporting onboarding or customer/member journey programs.
• Understanding of membership retention, engagement strategies and customer lifecycle management.
• Experience working with professionals, corporate clients or business stakeholders.
• Tertiary qualification in business, communications, marketing or a related discipline (or equivalent experience) will be highly regarded.