Head of Membership Engagement - Lead National Impact in Sydney A highly respected national organisation dedicated to strengthening leadership and governance is seeking a driven and strategic Head of Membership Engagement to join their Sydney-based team. Reporting to the General Manager, Sales, Marketing and Engagement, this pivotal role will lead a team of five direct reports and be instrumental in achieving strategic objectives for member acquisition, maintenance, and retention. The Head of Membership Engagement will be responsible for developing and executing national membership engagement plans aimed at securing new members, increasing engagement with existing members, and decreasing member turnover. A key focus will be promoting the organisation as a market leader within its sector. Key Responsibilities Include: Developing strategic and operational membership engagement plans in collaboration with relevant team leaders. Providing market intelligence and trends to inform acquisition, relationship, and retention strategies. Collaborating with State Managers, Marketing, Client Services, Events, and Service Delivery on the implementation of membership engagement programs, including course and event delivery. Working closely with marketing to understand and prioritise initiatives and collateral that drive member interest and demand. Overseeing budgets to achieve growth and retention targets. Managing the escalation of complex membership issues and developing effective solutions. Leading specific projects focused on enhancing membership engagement, growth, and retention. Building and maintaining strong internal and external relationships to optimise membership outcomes. Leading, developing, motivating, and coaching a team of employees to enhance their performance and career development. Managing team budgets, performance, and implementing continuous improvements to systems and processes. Contributing to the development of departmental operational plans and supporting national and state strategic projects. The Ideal Candidate Will Possess: A Bachelor’s degree in Marketing, Business, or a related field (highly desirable). Significant experience leading large teams in a call centre or customer-facing environment. Demonstrable expertise in omni-channel customer experience and improving overall customer satisfaction (NPS). Extensive experience at a senior leadership level managing large customer-facing teams within a fast-paced sales, engagement, and marketing environment. A proven ability to design, develop, and implement successful end-to-end customer contact journeys, including engagement and retention strategies. Exceptional written and verbal communication, presentation, and influencing skills to engage effectively with diverse stakeholders, including executives and directors. Strong relationship-building, stakeholder management, and problem-solving abilities. Excellent project management skills with a track record of delivering multiple projects concurrently. Demonstrated experience in using analytics and reporting to drive improvements. The ability to effectively manage complex situations and work within online mediums to build customer connections. A high level of personal integrity, a strong work ethic, and the ability to work independently to achieve goals. This is an exciting opportunity for a strategic and experienced leader to make a significant impact within a respected national organisation. To express interest in this opportunity, please apply online or to Peter Brooks on email at pbrooks@sharpandcarter.com.au