Head of Member Engagement - Retail Experiences & Partnerships

• Noble Park, Victoria | Hybrid Opportunity
• Permanent Full Time Opportunity
• Discount on RACV Products | Competitive Salary

About the Opportunity

Reporting directly to the General Manager of Member Engagement, The Head of Member Engagement – (Retail Experiences and Partnerships) will provide strategic leadership within the Member Engagement team. The role is responsible for fostering a customer-centric culture through effective coaching and development, ensuring every member interaction is meaningful and driving achievement of organisational objectives. Additionally, the position develops engagement strategies for the Culturally and Linguistically Diverse (CALD) community and leads regional hubs for retail and telephony operations, ensuring personalised and enduring member relationships across all channels

Come along for a new journey

The Head of Member Engagement – (Retail Experiences and Partnerships) will lead regional sales managers, retail stores and telephony teams, and retail agencies.

Here’s a glimpse of what you’ll be doing:

• Develop and set key behavioural and operational conversion, sales, and service targets for all core, niche and travel related products.
• Build and execute key sales and retention strategies across retail stores, hubs and agencies.
• Establish leadership capabilities that drive employee engagement, learning and development and promote career pathways for all employees.
• Establish strong key stakeholder relationships to ensure a collaborative partnership is established to execute key campaigns and meet strategic objectives.
• Contribute to the future development of the retail experience and operations that support and enhance the omnichannel experience for members and customers.
• Contribute to the development and execution of the annual business plan and Member Engagement strategy.
• Proactively collaborate with the Head of Member & People Engagement to determine the capabilities and development needs required to continually build skillsets and knowledge aligned to Member Engagement and enterprise strategies.
• Proactively identify and implement business improvement processes and AI-powered initiatives that deliver an efficient, enriching and streamlined experience for members and customers.

Who we’re looking for and what you’ll bring

Thrive in an environment where people are at the heart of everything. You’ll come with:

• Strong leadership, coaching, mentoring and development skills and fostering a culture of continuous growth and development to guide teams towards achieving strategic objectives.
• Ability to develop and execute long-term strategic plans, anticipating future trends.
• Proficient in data-driven decision making, with a strong focus on fostering a culture of innovation, agility and continuous improvement.
• Strong cross-functional collaboration skills to build strong stakeholder relationships and work effectively to drive innovation and to deliver growth and profitability.
• Experience in a customer centric retail and/or contact centre environment, developing and applying service excellence principles and actions to create an exceptional customer service experience.
• Proactive, resilient, strong communication and interpersonal skills, results driven and committed to delivering exceptional service to members and customers.
• Relevant bachelor and post graduate tertiary qualifications
• Demonstrated experience in setting targets, KPIs, and implementing plans to achieve organisational business goals and key objectives.
• Strong interpersonal skills with the ability to implement change management processes and influence culture.
• Strong organisational skills and self-driven, with a natural ability to deliver on a strategic level and shift to operational/tactical level as needed.
• Commercial acumen and financial awareness (ROI, Forecasting, Budgets)

There’s so much on offer when you join RACV with benefits including

• Our flexible and informal work environment which helps bring balance between work and home
• Generous discounts on home and car insurance policies and RACV roadside care
• Club Membership and great discounts across all RACV resorts
• Discounts from corporate partners that are updated monthly

Our difference

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.

Ready to reach your full potential? Join our team, where the work is more meaningful and making a difference beyond the work matters.

Application Process

You can learn more about the RACV at careers.racv.com.au

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.

Submit your CV via the link below.