Member Experience Lead — Engagement & Retention

The Australian Water Association Limited; Adelaide; Híbrido; AUD 80.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working (3 days in office, 2 Wf

Permanent, full-time role

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Member services

Customer success

Account management

Relationship management

Sales

Business development

Client retention

Target driven

Educación

Tertiary qualification in business, communications, marketing or related discipline

Herramientas

CRM system

Descripción del empleo

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