Member Engagement Manager
2 weeks ago
About Avant
Avant is Australia’s leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 125 years.
Avant now represents 80,000 health practitioners and medical students across every state and territory, delivering market leading products and services to meet their professional, personal and practice needs. Building on this heritage, our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers.
As a mutual organisation, owned by members and run purely for their benefit, our members are at the centre of all we do. As well as providing products and services to our member, we play a broader community role by advocating for improvements in the healthcare system and in quality, safety and professionalism in medicine, through delivering education and research activities.
About Doctors’ Health Fund
Doctors’ Health Fund (est. 1977) is a restricted private health insurer; the only health fund in Australia that exclusively serves the medical community and their families. We are one of Australia’s fastest growing health funds and now cover more than 50,000 lives.
Proudly part of the Avant Mutual Group, Australia's leading Medical Defence Organisation, we are owned by doctors, not shareholders. We support the medical community by offering quality health covers and exceptional member service. We align our values to the profession by advocating for freedom of choice and clinical independence, while only supporting medically evidenced treatments and therapies.
We operate nationally with our head office in Sydney. As a wholly member-centric organisation, dedication to our members is embedded in our values, mission, people, and culture.
About the Role
This role is responsible for the execution and delivery of the DHF Member Engagement strategy. The objective of the MEX function is to increase member value, achieve net growth targets, increase member satisfaction and reduce member attrition. This role will support the Head of Member Engagement & Experience to develop and execute a member engagement strategy that defines the member lifecycle from acquisition and onboarding through to retention. The MEX team are responsible for managing all member engagement channels and platforms, including the mobile app, online member service and member communications.
This role will need to combine analytical skills with strong communication abilities and detailed project understanding to drive initiatives with tangible member experience outcomes. They will advocate the voice of the member within the Extended Leadership team and throughout the organisation and work closely with cross-functional teams to deliver business initiatives, projects and programs of work.
**Key Challenges**:
- Strive for a consistent and cohesive member experience across all channels and touchpoints.
- Work as an inter-departmental leader and collaborate with stakeholders that span across all areas of the business.
- Share resources in Marketing, such as design, comms and digital, to implement strategic and operational MX&E initiatives.
- Foster a member-centric mindset and promote collaboration across teams and departments.
- Facilitate the delivery of several MEX initiatives simultaneously.
**Key Accountabilities**:
- Driving projects designed to improve the overall DHF member experience
- Execute the member engagement strategy and annual plan
- Design and deliver personalised journeys for the DHF members
- Facilitate member surveys and research
- Analyse feedback and sentiment data to inform MEX initiatives
- Support the implementation of new MEX projects such as health & wellbeing, reward, and loyalty programs.
- Support the delivering and maintenance of member communications
- Champion the voice of the member and support a member-centric mindset across the organisation
- Contribute to the DHF strategy and be an active member of the Extended Leadership Team (XLT).
**To be successful you will have**:
- 5+ years in a similar role
- Experience in banking and financial services will be highly regarded
- Relevant experience in similar role i.e. member/customer engagement, membership marketing (focus on loyalty, rewards, retention).
- Exceptional communication skills
- Strong stakeholder management
- Natural analytical and problem-solving skills
- Strong organisation and project management ability
- Ability to multi-task
- Strong interpersonal skills
- High attention to detail
- Ability to influence senior stakeholders
At Avant, our people are the centre of everything we do for our members. We offer a range of benefits and opportunities to enable you to make a difference, learn, and grow in your career.
For further information, please contact Nico Touze, Head of Talent Acquisition on 0467 289 985.
**Please note**: Avant Mutual is a vaccinated employer. Prior to the commencement of your employment by Avant, you are required to be fully
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