Member Experience Administrator

About DBG Health & IPA
DBG Health is a leading independent health, wellness, and beauty company headquartered in Melbourne. With a team of over 800 dedicated professionals, we are committed to delivering affordable and innovative solutions that enhance the well-being of our customers. Independent Pharmacies of Australia (formerly The Platform Alliance Group) is one of Australia's largest pharmacy networks, supporting independent pharmacies for over 20 years. We're building the strongest network by offering diverse services and evolving the customer focus of each pharmacy. This creates a win-win for consumers, members, and suppliers.

About The Role
The Member Experience Administrator is a key member of the Sales Operations team, responsible for coordinating and enhancing the end-to-end experience for new and existing members. This role ensures that all member interactions from onboarding to ongoing support are delivered consistently, efficiently, and in alignment with business objectives.

Role & Responsibilities

• Lead the design and execution of a consistent, high-quality experience across the full member lifecycle – from onboarding through to engagement, support, and renewal.
• Champion member-centric practices across the business, ensuring all touchpoints reflect our commitment to member value.
• Coordinate onboarding delivery and engagement initiatives executed by the Sales Operations team, ensuring alignment with Sales goals.
• Coordinate member feedback through NPS, surveys, and frontline insights to identify trends and inform improvement initiatives.
• Collaborate with internal teams to ensure cohesive messaging, content, and value delivery.
• Support the delivery of high-impact work by collaborating closely with the team and ensuring tasks are completed efficiently and to a high standard.
• Contribute to a collaborative, accountable, and member-focused team culture.
• Work cross-functionally to ensure alignment between Sales activities and broader organisational priorities

Skills & Experience:

• A minimum of a bachelor's degree in business administration, Customer Experience Administrator or related field.
• Demonstrated experience in a customer service role.
• Proficiency in using CRM systems and various digital communication platforms.
• Proficiency in using project coordination platforms
• Organisation, time management, written and verbal communication skills, strong interpersonal skills, proficiency in Microsoft Office Suite, problem solving, proactive, adaptable and self-motivated.

Benefits & Perks:
At DBG Health, we offer more than just a job – we offer a dynamic and supportive work environment where you can make a real impact. As part of our team, you'll have the opportunity to work alongside industry leaders, drive meaningful change, and grow both personally and professionally.

• Competitive salary package and STIP program
• Exclusive discounts on our consumer health, wellness and beauty products - including MCo Beauty, E.L.F Cosmetics, Nude by Nature. Chemists Own and many more
• 12 weeks paid parental leave
• We are a values-driven business fostering a supportive and friendly team culture
• Enjoy the ability to work autonomously, empowering you to drive your own success.
• Convenient head office location close to public transport, cafes and restaurants
• Opportunity to grow your career across all divisions within DBG Health - Arrotex Pharmaceuticals, VidaCorp Consumer Goods, Independent Pharmacies of Australia Group and Axe Health Services.

DBG Health is committed to fostering a workplace culture that is safe and accessible for all. We are an equal- opportunity employer and encourage applications regardless of cultural background, gender identity, sexual orientation, disability or neurodiversity. We strive to build a collaborative, inclusive workplace that is representative of the communities we work and live in.