Senior Transformation Lead, Member Experience & Growth

Surgeons; Canberra; On-site; AUD 180,000 - 240,000; Full time

Job summary

RACS is seeking a senior executive to build and deliver a better member experience across the full lifecycle, from joining to engagement and retention. You will move from diagnosis to design to delivery, creating a 12-month operating model with clear outcomes, governance and CRM foundations using Microsoft Dynamics.

The role is full time and based in Melbourne, Sydney, Brisbane or Adelaide, reporting to the CEO and collaborating with Executive Leadership, Education, Marketing and Communications

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.

Job description

RACS is seeking a senior executive to build and deliver a better member experience across the full lifecycle, from joining to engagement and retention. You will move from diagnosis to design to delivery, creating a 12-month operating model with clear outcomes, governance and CRM foundations using Microsoft Dynamics.

The role is full time and based in Melbourne, Sydney, Brisbane or Adelaide, reporting to the CEO and collaborating with Executive Leadership, Education, Marketing and Communications