CRM & Member Engagement Manager

CRM Automation & 1:1 Member Engagement Strategy

Private Health Insurance Brand – Members Before Profit

Competitive Salary & Hybrid Flexible Working

If you are passionate about building and nurturing meaningful relationships with customers through the development of personalised engagement programs, this is a career role you won’t want to look past.

Our valued client, an award-winning private health insurer with an inspiring brand story, represents an important piece of Australian history. Reporting into the Head of Member Experience & Engagement, this role will deliver integrated 1-1 personalisation engagement programs to support customer experience and brand strategy enabling membership growth and retention for this five time Employer of Choice winner.

The CRM & Member Engagement Manager will lead the development and execution of 1-1 personalisation and customer engagement strategies. You will collaborate cross-functionally with data and insights teams together with third parties to drive membership growth, enhance service efficiency and foster customer loyalty, delivering personalised, data-driven engagement programs that reinforce trust and value in the relationship with members. Performance targets will be aligned to membership growth, acquisition, conversion, service efficiency and retention.

The CRM & Member Engagement Manager will be responsible for managing the day to day marketing automation and customer platform transformation with a hands-on willingness to lead the redesign and build of the CRM during a period of significant digital transformation. You will leverage your deep expertise in developing personalised communications aimed at driving customer acquisition, conversion and retention. Lead generation and conversion programs will be a key aspect of the role, along with delivering regular reporting and insights to optimize program effectiveness. Collaboration with other business functions will be essential for seamless program delivery.

With demonstrable CRM proof points and B2C lifecycle and customer automation experience, the ideal candidate will demonstrate proficiency in CRM lifecycle management and data analytics. Strong technical knowledge of CRM platforms and automation are essential. You will exhibit a strong customer experience orientation coupled with a data-driven digital focus. Exceptional communication and stakeholder management skills are essential for success in this position, along with a proven ability to effectively manage multiple projects and stakeholders in a cross-functional environment.

Our client offers a flexible work environment where 2-3 days working from home are the norm, with anchor days in the office to ensure team cohesion and stakeholder engagement. Desirable qualifications include tertiary qualifications in Business, Digital Marketing, CRM or a related field.

For expressions of interest to be one of the key drivers of member-first strategies for this exceptional Australian organisation, please click on the link below to apply or contact Hayley James, Founder & CEO at The Making Corporation at [email protected].