* Highly regarded NFP
* Newly created role
* Hybrid working arrangements with city office
Micale Recruitment is delighted to partner with our client, a leading, national professional organisation dedicated to advancing standards practice, education and research in the health sector in Australia. We are seeking an experienced and motivated Member Experience Manager who will leverage insights and feedback to drive service improvements, strengthen member engagement and embed a culture that consistently prioritises member satisfaction and continuous improvement.
About The Role
Reporting directly to the CEO, this role is responsible for shaping and overseeing a, positive, seamless and consistent experience for members across all key touch points. Working collaboratively across teams, this role will: develop a deep understanding of member needs, identify opportunities to improve processes, services and interactions, and implement practical, meaningful changes that make it easier for members to engage with the organisation. This role will also have accountability for credentialling and recertification processes ensuring they are efficient, member-centred and aligned with organisational standards.
This is a pivotal opportunity for a seasoned professional who thrives in a dynamic environment and is motivated by contributing to an organisation with significant impact across the health sector.
Key Accountabilities will include but not limited to:
* Member Experience and Engagement
* Member Services
* Credentialing & Recertification Oversight
* Data Insights & Continuous Improvement
* Stakeholder & Relationship Management
* Leadership, Culture & Capability
* Key Relationships & Strategic Influence (Internal and External)
About You
This role is a fast- paced and has responsibilities that requires a broad range of demonstrated key competencies and qualifications:
* Demonstrated experience leading member, customer, or service experience functions, ideally within a membership-based association.
* Deep understanding of member engagement, retention, and experience design, with the ability to translate strategy into practical, high quality service delivery
* Strong capability in leveraging CRM and membership management systems, data analytics and reporting to generate insight, inform decision – making and drive continuous improvement
* Sound judgement and well-developed problem-solving and decision-making skills
* Exceptional written and verbal communication skills
* Strong stakeholder management skills
* Tertiary qualifications in Business, Marketing Communications Service Design or a related discipline
Excellent Salary including salary packaging
Please note only applicants with full working rights in Australia without any restrictions, will be considered.
For a confidential discussion and /or a copy of a comprehensive PD please contact Rosa on or email your resume and covering letter to