Senior Product Manager, Membership & Loyalty

Purpose led, we are proudly member-owned and one of Australia's most iconic and trusted brands. We started by being a voice for safer roads and providing legendary roadside assistance, but now we do so much more. 

From spectacular holiday destinations, car rentals and boats on our waterways, to leading the EV charging roll-out to prepare for the future of driving, speaking out for change in government policy and supporting sustainable travel. 

Forget what you thought you knew about the NRMA – take a look on the inside and you’ll discover that life with us is more than just a job – it’s your chance to make a difference together. 

• Do you want to be a part of revolutionising the membership program for one of Australia’s leading brands?
• Do you have an entrepreneurial approach with a passion for improving member experiences enhancing customer value and driving business growth?
• Flexible and hybrid work arrangements available to help you balance all of life’s priorities!

What You'll Do

We have an amazing opportunity for a highly motivated and experienced Senior Product Manager, Membership & Loyalty where you will play a leading role in shaping and delivering the next phase of the NRMA’s membership strategy. 

Building on the NRMA’s membership program’s initial success since launch, you will develop the roadmap with key stakeholders to design and execute the plan to extend and enhance the product features of My NRMA which includes developing unique member experiences with Group businesses and partners, developing additional product features in the application and ensuring the program is set up to leverage customer data in a secure and strategic way.

This role offers hybrid work arrangements with the ability to work from our Sydney CBD and Sydney Olympic Parks offices, and from home, as required and agreed for the role.

Your responsibilities will include, but are not limited to:

• Develop a multi-year strategic plan for My NRMA that achieves our ambition of becoming the most valued membership program in Australia and creating a roadmap for the next phase that provides an engaging, dynamic and personalised experience for our members
• Use our customer segments, data and insights to evolve the proposition and experience for members that rewards them for their loyalty across the NRMA Group businesses including Sixt, NRMA Parks & Lodges, NRMA Roadside, NRMA Electric and NRMA Marine.
• Use well developed industry knowledge in the Loyalty category and taking a customer first approach to build the relevancy and value of the proposition to maximise usage, revenue and growth
• Work with the Customer Marketing and Partnership teams to develop a clear proposition around value exchange between NRMA and partners in terms of Marketing support, member value and experience
• Deliver revenue to the Membership P&L from growing active My NRMA subscriptions
• Work with the Acquisition Marketing and Brand teams to develop campaigns and offers to grow new member acquisition and with the Customer Marketing team to grow the volume of members upgrading to paid subscription from Entry level and the number of paid renewals, maximising member growth and customer lifetime value
• Play a leading role in cross-functional squads with participants from Digital, UX, Content, Insights, Marketing, Tech, Analytics and Partnership teams, to drive awareness, usage and NPS across each of the key proposition categories
• Drive the continuous optimisation of My NRMA and grow lifetime valve across the member base
• Work with the Commercial team to track and review P&L performance each month, update annual forecasts and manage annual expenditure budgets
• Publish monthly performance reporting of My NRMA including progress against scorecard, KPIs and OKRs as well as track the business benefits and ROI against the program’s business cases
• Develop robust Quarterly plans across Membership to achieve performance targets and provide direction to squads and supporting teams to ensure activities are in place to reach targets.

What You'll Bring

• Tertiary degree qualification in business, economics, commerce, marketing or similar
• Previous experience with motoring, tourism and/or transport industry desirable, not essential
• Demonstrated experience in managing and developing a successful Loyalty program with an exceptional customer first mindset
• Proven track record of managing all aspects of a successful product lifecycle, leading multiple streams of work across multiple stakeholders and cross-functional teams
• Strong experience in strategic analysis and data driven decision making, with a pragmatic and entrepreneurial approach to subsequent activity planning and execution
• Highly developed stakeholder engagement skills including an ability to influence teams to build better products and improve the experiences for our members
• Highly effective leadership skills with the ability to develop and inspire diverse teams to achieve goals and sustain performance
• Innovative thinking and demonstrated problem-solving skills
• Self-motivated, with the ability to challenge and work autonomously
• Excellent written and verbal communication/presentation skills

What's in it for you?

At the NRMA we aren’t just about discounts (although you do get these). We know everyone leads unique lives, and it’s about those things that add up to make life both at work and outside of work just right for you. 

• Progressive flexibility, leave and well-being benefits to balance all of life's priorities
• Travel discounts on car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts.
• Complimentary myNRMA membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Discounts on all NRMA insurance products including car, home & travel

At the NRMA inclusion and diversity are part of our DNA. Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. It fuels our innovation, promotes flexible ways of working and connects us closer to our members and the communities we serve.

• We made the 2022 AFR Boss Best Places to Work List
• Recognised by the Workplace Gender Equality Agency as an Employer of Choice for Gender Equality
• Certified as a Family Inclusive Workplace
• Awarded 2022 Australian Workplace Equality Index (AWEI) Bronze Employer & 2022 AWEI Most Improved Employer

Successful applicants will be required to complete pre-employment checks.

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. The NRMA is not responsible for any fees related to unsolicited resumes.