Membership & Customer Relationship Manager

3 weeks ago

Cannon Hill, Australia Beaumont People Full time

The Real Estate Institute of Queensland (REIQ)
- Full-Time, Permanent - Cannon Hill, Brisbane QLD 4170
- $120k + Super
- Membership & Customer Relationship Manager
- The Real Estate Institute of Queensland (REIQ)
- Full-Time, Permanent
- Cannon Hill, Brisbane QLD 4170
- $120k + Super

**About the Organisation**:
The Real Estate Institute of Queensland (REIQ) is the peak industry body for real estate agents and property professionals in Queensland. The REIQ is at the forefront of providing training, advocacy and advice for Queensland’s real estate professionals.

**About the Role**:
As the Membership and Customer Relationship Manager, you will be responsible for managing the Customer Experience team along with the strategy for REIQ’s member value proposition and services. You will support the implementation of sales initiatives across all business operations and will drive the REIQ’s product performance through cross-sell, up-sell, and outbound activity.

**About the Person**:
You will be a dedicated Customer Service Manager and strategic leader with experience leading dynamic teams. You will have high stakeholder management and engagement skills with exceptional written and verbal communication.

We are looking for a leader with a passion for building and developing a team and being a proactive and creative problem solver. You will be motivated to continually drive the customer experience for members and strive for organisational success.

**Duties include but are not limited to**:

- Implement the Membership and Customer Engagement Strategy and improve overall engagement, satisfaction and understanding of REIQ’s products and services.
- Oversee the customer service team and maximize their financial performance through quality customer service.
- Provide leadership and direction to direct reports to support the achievement of their KPIs and remain accessible for advice and support.
- Implement sales strategies and initiatives across all business operations.
- Drive member and customer engagement through attending events, information seminars and other industry related functions.
- Develop and maintain positive, productive, and mutually beneficial relationships with external stakeholders.
- Lead strategic projects, risk management, and policy and process development for membership.
- Lead and represent The REIQ at Chapter meetings and co-ordinate necessary actions and initiatives.
- Provide timely reporting and insights on member statistics and customer care metrics.

**To be successful you will have**:

- Previous experience in a customer centric leadership role with experience leading high performing teams.
- Experience developing and implementing sales and customer service strategies.
- Strong interpersonal skills and the ability to engage with all levels of internal and external stakeholders.
- Be highly flexible, adaptable and a creative problem solver.
- Excellent negotiation and communication skills.
- Ability to work collaboratively with other senior leaders.
- Experience in membership associations is highly advantageous.

This a great opportunity for a motivated and strategic customer service/ membership manager who has a genuine desire to guide a well performing team, foster organisational success, and elevate customer and member satisfaction.

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