Member Engagement & Digital Transformation Lead

The ASU Vic/Tas Branch works every day to support working people and build collective power across our industries. We’re looking for a Member Engagement & Digital Transformation Lead to join us on a fixed term 12-month parental leave contract, leading a passionate team and helping improve how we engage with and support our members.

This is a unique opportunity to combine people leadership, member service excellence, and digital systems improvement in a values-driven organisation.

About the role

This role leads the Member Engagement Team (MET) and oversees the continuous improvement of our Customer Relationship Management (CRM) system and digital workflows.

You will

• Lead, coach and support a team providing front-line member support via phone and email
• Ensure members receive timely, accurate and professional assistance
• Oversee and improve the use of the branch CRM across teams
• Manage membership processes including joins, resignations and updates
• Provide insights on member engagement, retention and growth using data and reporting
• Drive improvements to systems, workflows and member experience

About you

You’re a capable leader who enjoys improving systems and ensuring the MET workflow and member experience is prioritised.

Key skills and experience

• Experience and skills in managing a call centre or customer service based team
• Experience managing databases or CRM systems, including troubleshooting and improvement
• Demonstrated ability to lead, mentor or coordinate a team
• Strong communication skills and a commitment to excellent member service
• Ability to manage competing priorities and work in a fast-paced environment
• Experience analysing workflows or data to improve processes and outcomes
• Ability to build rapport with staff, members and stakeholders

You will also bring

• Initiative, sound judgement and adaptability
• A collaborative approach and commitment to team success
• A demonstrated commitment to trade union values and the labor movement

Why join us?

• Contribute to meaningful work supporting workers across Victoria and Tasmania
• Step into a 12-month leadership opportunity with real impact
• Help shape how a modern union engages with its members
• Work in a supportive, collaborative and values-driven environment

If you’re ready to lead a team and improve how systems support people, we’d love to hear from you.

Please apply via Ethical Jobs with your resume and a cover letter addressing the selection criteria.

https://www.ethicaljobs.com.au/members/asuvictas1/member-engagement-digital-transformation-lead

If you have any questions about the position, please contact Assistant Secretary Ty Lockwood at Sign in to view email using the subject line: Member Engagement & Digital Transformation Lead enquiry via EthicalJobs.