Are you a passionate member engagement specialist looking for your next career step? 

If you're excited about applying your membership engagement and retention experience within the Australian water sector, we have an exciting role available at AWA. 

Powered by our vision for a sustainable water future, AWA is evolving from a connector of water professionals into a catalyst for system wide change - and member engagement is a key part of this transformation. 

WHAT'S ON OFFER 

Permanent, full time role 

Chatswood NSW - location in another city will be considered 

Hybrid working - 3 days in office and 2 working from home 

Respected brand in a thriving sector 

A newly created role with scope to significantly impact member experience 

About the Opportunity 

• Develop and implement member engagement and retention strategies that deliver a personalised high value member experience. 
• Manage the onboarding of new members to realise member value. 
• Act as a key relationship manager and trusted point of contact for members, maintaining regular engagement through a range of member focused activities. 
• Connect members with relevant AWA initiatives, projects, events, specialised networks and other services by working collaboratively with teams across AWA and the sector. 
• Monitor member activity, engagement, satisfaction and renewal indicators, and proactively reconnect with members showing signs of declining engagement.  
• Achieve agreed retention, engagement and member contact targets, using data and insights to prioritise activity and improve outcomes. 
• Capture, maintain and analyse member data, feedback and emerging needs to inform engagement strategies, service improvements and the development of future offerings. 
• Work collaboratively across the organisation to ensure members receive a seamless and high quality experience. 

Key skills and experience required in this role 

• Demonstrated experience in member services, customer success, account management, relationship management, sales, business development or client retention. 
• Proven ability to build trusted relationships and retain customers or members through proactive engagement. 
• Experience working towards measurable targets or key performance indicators, with a track record of achieving results. 
• Confidence engaging with customers or members by phone, including initiating conversations and handling challenging discussions. 
• Experience identifying customer or member needs and matching them with relevant products, services or opportunities. 
• Experience using a CRM system to manage relationships, track engagement and maintain accurate records. 
• Excellent written and verbal communication skills. 
• Experience working in a membership association, professional association or not-for-profit organisation. 
• Experience supporting onboarding or customer/member journey programs. 
• Understanding of membership retention, engagement strategies and customer lifecycle management. 
• Experience working with professionals, corporate clients or business stakeholders. 
• Tertiary qualification in business, communications, marketing or a related discipline (or equivalent experience).