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About the Role

This senior executive role focuses on building and delivering an enhanced member experience for RACS, taking ownership of the entire member journey from onboarding to long-term value. The position involves assessing the current approach, identifying improvement opportunities, and designing and implementing a Member Experience and Growth model over a 12-month engagement.

Responsibilities

Review the current member journey, service delivery, processes, and systems to identify improvement opportunities.
Design and implement the future Member Experience and Growth operating model, including service standards, governance, capabilities, and team structure.
Develop strategies for member acquisition, engagement, retention, and growth, including new membership categories and propositions.
Establish metrics for member experience and service performance, such as NPS, satisfaction, engagement, and retention.
Manage the business use of Microsoft Dynamics CRM to better understand members, manage relationships, and support personalized services and communications.
Simplify processes and administration to improve member engagement with RACS.
Build the foundational elements, team capabilities, and governance necessary for the function's future effectiveness.
Lead a structured handover of the operating model, team, service standards, and CRM foundations to ongoing business ownership at the end of the engagement.

Requirements

Senior experience transforming or improving a customer, client, member experience, or growth function.
Strong understanding of the end-to-end member/customer journey.
Commercial experience across acquisition, engagement, retention, segmentation, and proposition development.
Experience delivering high-value service in a relationship-led environment.
Strong CRM and digital understanding, particularly Microsoft Dynamics.
Experience measuring customer/member experience and using insight and data to drive improvement.
Experience building operating models, service standards, governance, and team capability.
Strong stakeholder management and influencing skills, with the credibility to engage at executive and governance levels.
A practical, delivery-focused approach, capable of developing strategy and executing it.
Ability to simplify solutions rather than overcomplicate them.
Experience in professional services, professional standards, private banking/wealth, premium financial services, luxury brands, loyalty, or high-value membership environments is highly regarded.
Membership experience is valuable, but not essential.

Skills

Member Experience
Growth Strategy
Customer Lifecycle Management
Service Delivery Improvement
Operating Model Design
Governance
Team Capability Building
Member Acquisition
Member Engagement
Member Retention
Microsoft Dynamics CRM
Stakeholder Management
Influencing Skills
Data Analysis
Service Performance Measurement

Location

Melbourne
Sydney
Adelaide
Brisbane

Work Type

Full-time
12-month maximum term contract
Hybrid working arrangements

Experience Level

Senior executive
Senior leader

Salary/Compensations

Competitive remuneration
Salary packaging up to $15,900 each FBT year

Benefits

Salary packaging up to $15,900 each FBT year
Novated car leasing
Hybrid working arrangements that support flexibility
Starter equipment allowance
Generous leave options including volunteer leave, paid parental leave
Ability to purchase up to two weeks of additional leave
Access to a wellbeing app
Annual reimbursement to support physical and mental wellbeing
Gifted leave over the Christmas/New Year period
Support for you and your family including counselling, legal advice, career coaching, financial counselling
Ongoing access to learning and development

About the Company

The Royal Australasian College of Surgeons (RACS) is a member-based not-for-profit supporting over 8,600 surgeons and 1,300 trainees and Specialist International Medical Graduates across Australia and Aotearoa New Zealand.
RACS advocates for excellence in surgical care, delivers world-class education and training, invests in research, and partners across the Asia-Pacific to strengthen local surgical services.
Learn more at surgeons.org.

Equal Opportunity

We’re committed to creating a workplace where everyone feels safe, respected, and valued.
We are committed to supporting diversity and inclusion in our workforce.
RACS acknowledges Aboriginal and Torres Strait Island people as the Traditional Owners of Country throughout Australia and Māori as the tangata whenua (people of the land) of Aotearoa New Zealand.
We are committed to creating employment opportunities for Aboriginal and Torres Strait Islanders and Māori and building an environment that is inclusive, culturally safe and appropriate.