Consumer Information and Engagement Manager

• Collaborative and positive workplace culture
• Full-time, permanent contract
• Great benefits - salary packaging, extra leave, flexible conditions & more

At Lung Foundation Australia we are passionate about the work we do and the difference we make to the lives of Australians living with, or at risk of, lung disease and lung cancer.

Our values guide everything we do, and we are proud of our positive and inclusive workplace culture and supportive team environment.

The Consumer Information and Engagement Manager position is based in our Milton office.

About the role

Lung Foundation Australia is seeking a passionate and experienced Consumer Information and Engagement Manager to lead our consumer-facing information and support services, including the Information Support Centre, Peer Support Program, and consumer engagement activities.

Reporting to the General Manager, Consumer Programs & Partnerships, this pivotal role ensures that people impacted by lung disease or lung cancer have timely access to trusted information, support networks, and meaningful opportunities to engage with Lung Foundation Australia's work. You will guide service innovation, enhance consumer experience, and ensure that the voice of lived experience is embedded across the organisation's advocacy, research, programs and communications.

You will be responsible for managing a high-performing team across diverse programs and ensuring high-quality, measurable service outcomes for people living with or at risk of lung disease or lung cancer.

Key responsibilities include:

• Information Support Centre – Lead the day-to-day operation of the national Information Centre, overseeing responses to enquiries via phone, chatbot, email, and web forms. Ensure appropriate service navigation and referral pathways are in place and maintained.
• Peer Support Program – Oversee the national Peer Support Program including face-to-face groups, online sessions, and telephone-based mentoring. Support volunteers and ensure consistent, safe and impactful program delivery.
• Consumer Engagement – Manage Lung Foundation Australia's Consumer Advisory Committees and engagement strategy, enabling people with lived experience to contribute meaningfully to the organisation's advocacy, research, communications and program design.

About you

We are looking for a strategic, compassionate leader with experience in delivering high-quality, consumer-centred health information and support services. You are someone who thrives in a dynamic, mission-driven environment and brings a strong understanding of consumer engagement principles in a health or not-for-profit setting.

Essential skills and attributes include:

• Tertiary qualifications in health or a related discipline.
• At least 5 years' experience managing health-related information and support programs, ideally in the not-for-profit or public health sectors.
• Demonstrated ability to translate complex health information into accessible formats across multiple communication channels (e.g. telephone, email, chatbot, digital).
• Experience leading distributed teams and coordinating volunteers or peer-led services.
• Strong project management skills, with proven ability to implement, evaluate and improve programs.
• Ability to analyse data and apply insights to drive service improvement.
• Demonstrated experience working with CRM systems (Salesforce highly regarded).
• Outstanding interpersonal and stakeholder management skills.
• A proactive, flexible and outcomes-driven approach.
• Commitment to privacy, confidentiality and consumer rights.

What we offer you

At Lung Foundation Australia, we are proud of our reputation as a leading workplace, recognised with The Voice Project Best Workplace Award. We are committed to fostering a supportive and engaging environment for our teams.

Benefits include:

• Attractive salary packaging options - up to $15,900 per year in living expenses plus $2,650 per year in entertainment expenses.
• Hybrid work arrangements - mix of office and work from home.
• Additional leave including birthday leave, well-being leave and paid parental leave.
• Annual professional development allowance.
• Opportunities to participate in community events and volunteering.
• Rewards and Recognition program.
• Wellness program and social events.
• An Employee Assistance Program (EAP).

If you are ready to bring your enthusiasm and expertise to a role where your work matters, we'd love to hear from you.

For further information please view the Position Description on our website:

Lung Foundation Australia is an equal opportunity employer and we welcome all applications. Aboriginal & Torres Strait Islander people are strongly encouraged to apply, as are those identifying as LGBTQIA+.