Member Engagement & Digital Transformation Lead

Help shape a more connected responsive union

The ASU Vic/Tas Branch works every day to support working people and build collective power across our industries. Were looking for a Member Engagement & Digital Transformation Leadto 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 improvementin 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 growthusing data and reporting
• Drive improvements to systems workflows and member experience

About you

Youre 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
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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 a12-month leadership opportunitywith real impact
• Help shape how a modern union engages with its members
• Work in a supportive collaborative and values-driven environment

Apply now

If youre ready to lead a team and improve how systems support people wed love to hear from you.

Please apply via Ethical Jobs with your resume and a cover letter addressing the selection criteria. If you have any questions about the position please contact Assistant Secretary Ty Lockwood at