Transformation Lead - Customer/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

This is a senior executive level role with a clear focus: to build and deliver a better member experience for RACS. You will take ownership of the end-to-end member journey, from joining and onboarding through to engagement, retention and long-term value. You will assess our current approach, identify opportunities to improve and design and implement a fit for purpose Member Experience and Growth model. You will need to move from diagnosis to design to delivery, with clear outcomes and deliverables throughout the 12-month engagement.

You will:

• 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.

The role will initially have no direct reports. As the future operating model develops, teams may transition into the function, but this will not happen from the outset. Success will be measured by what you put in place and leave behind, a clear operating model, capable team, service standards, CRM foundations and measurable improvements in member experience.

The role is a full time, 12-month maximum term contract and can be based in Melbourne, Sydney, Brisbane or Adelaide.

Download Position Description

About the team

Reporting directly to the CEO, you will work closely with the Executive Leadership Team and across RACS, including Fellowship Experience, Education, Marketing and Communications, States and Territories and specialty stakeholders.

About you

You are an experienced senior leader who understands the full customer or member lifecycle and knows how to create high value experiences.

You will bring:

• Senior experience transforming or improving a customer, client, member experience or growth function.
• Strong understanding of the end-to-end member/customer journey.
• Commercial experience across acquisition, engagement, retention, segmentation and proposition development.
• Experience delivering high value service in a relationship led environment.
• Strong CRM and digital understanding, particularly Microsoft Dynamics.
• Experience measuring customer/member experience and using insight and data to drive improvement.
• Experience building operating models, service standards, governance and team capability.
• Strong stakeholder and influencing skills, with the credibility to work at executive and governance level.
• A practical, delivery focused approach, you can develop the strategy and then roll up your sleeves and make it happen.
• The ability to simplify rather than over complicate solutions.

Experience in professional services, professional standards, private banking/wealth, premium financial services, luxury brands, loyalty or high value membership environments is highly regarded. Membership experience is valuable, but not essential.