National Program Manager - Family Retention
Empire Group is proud to partner with Goodstart Early Learning, Australia's largest early‑learning and care provider and a not‑for‑profit social enterprise. Goodstart operates a network of nearly 650 centres and supports more than 61,000 children each year to give them the best start in life.
Goodstart is a leader in safety, inclusion and reconciliation, emphasising social impact alongside early learning.
About the Role
This newly created role sits within Goodstart's Family Retention team and reports directly to the Head of Family Retention. The role offers the prospect to translate strategy into practical programmes, resources and tools that support centres to deliver exceptional family experiences. It suits someone who enjoys variety, brings both strategic and practical capability, and thrives in a fast‑paced, people‑focused environment.
You will collaborate across Operations, Marketing, Data & Analytics, ICT and Learning & Development to design, deliver and measure programmes that help centre teams strengthen family retention nationwide.
Key Responsibilities
- Design and deliver initiatives that enhance the family experience and strengthen engagement across Goodstart's national network
- Use data and family insights to identify opportunities, track impact and drive continuous improvement across the family journey and reduce avoidable exits
- Create practical tools, resources and coaching programmes that build frontline capability to deliver consistent, high‑quality experiences for families
- Deliver in‑person and virtual training
- Collaborate across internal teams to embed a customer‑first mindset and align retention initiatives with broader organisational goals
- Partner with centre and state leaders through face‑to‑face visits, workshops and engagement sessions
About You
You are a hands‑on, action‑oriented professional who gets things done. You thrive on using data and insights to spot trends, identify opportunities and understand what matters to families. You bring energy, empathy and professionalism to every interaction and can tailor your approach to connect with diverse stakeholders, from centre leaders to senior executives.
You are comfortable travelling nationally to deliver workshops, and work directly with centre and regional teams, building connection and influence through authentic engagement.
You will bring
- Experience in customer experience, change management, project management or service improvement, ideally in large organisations or distributed networks
- Demonstrated ability to translate strategy into practical, scalable programmes and tools that work in the real world
- Strong analytical skills, turning insights into targeted actions
- Excellent stakeholder management and influencing skills, with a collaborative communication style
- Comfort working across multiple workstreams, balancing short‑term delivery with long‑term improvement
- A genuine passion for improving the way families connect, engage and feel supported
Why Goodstart
Goodstart Early Learning is a values‑led organisation that puts children and families at the centre of everything it does. You will be joining a supportive, forward‑thinking team where leadership is engaged, empowering and genuinely invested in helping people grow. This is an opportunity to help shape a new function, set the benchmark for family experience and create meaningful change at scale across Australia.
Contact
For a confidential discussion, contact Courtney Chambers on 0455 411 864.
If this sounds like you, click Apply to submit your application and help shape the future of family experience at Goodstart.
Seniority level
- Mid‑Senior level
Employment type
- Full‑time
Job function
- Marketing
Industries
- Civic and Social Organisations
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