Address- Customer Experience Manager
- Australian Water Association (AWA)
- NFP Member Organisation
- Full-time, Permanent - Hybrid working
- Chatswood NSW 2067 - WFH & WFO
The Australian Water Association (AWA) is a prominent non-profit member organisation dedicated to promoting the sustainable management and use of water resources in Australia. It is a leading advocate, knowledge hub, and networking platform for professionals and stakeholders across the water sector.
About the Role
As the Customer Experience Manager, you will oversee, digitally enhance and transform AWA’s member lifecycle to ensure an exceptional experience throughout every phase, touchpoint, and interaction of the member journey. You will promote a member-centric culture, utilise member insights to drive strategy, and foster growth, and retention.
About You
You will have experience driving exceptional Customer Experiences and transformative change through member data insights. You will be member-centric, strategic, and adept at using data to drive process and product enhancements. Exceptional stakeholder engagement and communication skills are essential, as well as a collaborative mindset and can-do attitude.
Duties include but are not limited to:
- Manage the development of the member journey, driving process improvements and member experience.
- Contribute to the membership strategy, identifying opportunities to enhance growth, retention, and satisfaction.
- Utilise data for insights, ensuring a member-centric approach to enhance the current and future retention strategy.
- Build relationships with internal & external stakeholders including internal teams, members, and service providers etc.
- Lead the implementation of strategic initiatives and drive continuous process improvements.
- Create and implement an analytics strategy for service delivery.
- Conduct reporting, maintain accurate member data and other ad-hoc duties as required.
- Experience driving digital/transformative change in a member/customer/user experience role.
- Experience in change management or driving organisational transformation.
- Highly strategic and influential leadership skills.
- Passionate about driving exceptional customer service.
- A positive, can-do attitude with the ability to thrive in a collaborative team.
- Strong stakeholder engagement skills with the ability to build strong relationships.
- Exceptional verbal and written communication skills
- Ability to interpret and translate data into member insights and actionable initiatives.
Alternatively, contact Emma on 02 9093 4*** or **************@beaumontpeople.com.au for more information.
Applications will be reviewed immediately; we encourage you to apply as soon as possible.
Beaumont People specialise in temporary, permanent, and contract recruitment for NFP organisations including membership, associations, peak bodies, and the arts. We have been contracted to recruit this role on a retained basis therefore please direct all enquiries to Alyssa at ******@beaumontpeople.com.au or call 02 9093 4***.
At Beaumont People, we believe a diverse workplace is a happy workplace, and we love working with organisations that feel the same way. We encourage applications from people of all different backgrounds, including Aboriginal and Torres Strait Islander peoples, people from CALD backgrounds, and people with disabilities. We do not discriminate based on race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require a reasonable accommodation to be made for your application to be assessed we would be more than happy to discuss how that can be arranged.
