Senior Member Experience & Growth Lead

Surgeons; Australia; Remote; AUD 180,000 - 240,000; Full time

Job summary

RACS in Melbourne and across major Australian cities seeks an senior executive to own the end-to-end member journey and deliver a best-in-class member experience. You will design and implement a new Member Experience and Growth operating model, with clear governance, service standards, and capabilities, ensuring measurable improvements.

You will lead stakeholder engagement, monetization and retention strategies, while leveraging Microsoft Dynamics CRM to personalize communications and drive

Qualifications

• Senior leader with proven ability to transform a customer or member experience.
• Deep understanding of the end-to-end member journey.
• Commercial experience in acquisition, engagement, retention and proposition development.
• Strong CRM and data-driven decision making; experience with Microsoft Dynamics.

Responsibilities

• Review the current member journey, service delivery, processes and systems and identify opportunities to improve.
• Design and implement the future Member Experience and Growth operating model, including service standards, governance, capabilities and team structure.
• Develop approaches to member acquisition, engagement, retention and growth, including new membership categories and propositions.
• Establish measures of member experience and service performance, including NPS, satisfaction, engagement and retention.
• Take ownership of the business use of Microsoft Dynamics CRM, using it to better understand members, manage relationships and support more personalised services and communications.
• Simplify processes and administration to make it easier for members to engage with RACS.
• Build the foundations, team capability and governance required for the function to operate effectively into the future.
• Lead a structured handover into ongoing business ownership at the end of the engagement.

Skills

Senior leadership

End-to-end journey

Stakeholder influence

Delivery focus

Tools

Microsoft Dynamics CRM

Job description

RACS in Melbourne and across major Australian cities seeks an senior executive to own the end-to-end member journey and deliver a best-in-class member experience. You will design and implement a new Member Experience and Growth operating model, with clear governance, service standards, and capabilities, ensuring measurable improvements.

You will lead stakeholder engagement, monetization and retention strategies, while leveraging Microsoft Dynamics CRM to personalize communications and drive