Australian Services Union Victorian and Tasmanian Authorities & Services Branch · Melbourne > Carlton, Australia
Join the Australian Services Union Victorian and Tasmanian Authorities & Services Branch as a Member Engagement & Digital Transformation Lead. This is a unique opportunity to combine people leadership, member service excellence, and digital systems improvement in a values-driven organisation.
About the Role
This role leads the Member Engagement Team (MET) and oversees the continuous improvement of our Customer Relationship Management (CRM) system and digital workflows. You will lead, coach and support a team providing front-line member support via phone and email.
Responsibilities:
Lead, coach and support a team providing front-line member support via phone and email
Ensure members receive timely, accurate and professional assistance
Oversee and improve the use of the branch CRM across teams
Manage membership processes including joins, resignations and updates
Provide insights on member engagement, retention and growth using data and reporting
Drive improvements to systems, workflows and member experience