Growth & Retention Officer

GROWTH & RETENTION OFFICER UNITED WORKERS UNIONPOSITIONThe United Workers Union is seeking a highly motivated Growth & Retention Officer to join our role will be responsible for engagement and retention of union members as well as engaging potential members using digital tools and direct engagement activities like phone calls. The Growth & Retention Officer is also responsible for providing input to optimising team systems and processes to improve member experience and retention UNITED WORKERS UNIONUnited Workers Union is a powerful member-led union whose sole purpose is to serve the collective interests of members in workplaces and communities by winning significant and long-lasting Union is driving change by growing union membership developing leadership amongst our members encouraging active member participation in the union building and enforcing standards in our sectors and campaigning both politically and in the a union with a proudly diverse membership we are committed to equity and inclusion; and continuing to build a union that is truly representative of the workers we cover. We strive to ensure that every members voice can be heard and create opportunities for participation from members with diverse backgrounds in all activities/functions of the Union. We encourage applications from people of Aboriginal and Torres Strait Islander backgrounds people from diverse cultural and linguistic backgrounds LGBTQIA people and United Workers Union is proudly affiliated with the Australian Labor RESPONSIBILITIESMember Contact: Directly contact members via phone calls SMS and emails to engage them and convince them to retain their membership. This could include welcome calls/SMS payment fail calls and email/SMS journeys or other as required and involve challenging Retention: Assist the Retention Team to implement strategies using both digital platforms and outbound phone system to improve member retention for the Experience: Assist the Retention Team with optimising systems and process to improve efficiency improve member experience and deliver higher conversions for member retention projects. Membership Support: Assist with managing membership requests and deliver quality service to members. Engage in tactical campaigns to deliver member turnout in support of various industrial campaigns. This also includes resolving and escalating queries or issues as & Retention: Contribute to communication strategies and campaigns that drive audience growth engagement and & Reputation Management: Ensure communication reflects and enhances UWUs brand identity and values and support crisis communications and reputation management efforts through timely accurate and thoughtful Stakeholder Engagement & Active Team Member: Work closely with the marketing communications and Data & Systems teams to deliver integrated digital solutions and provide training and support to internal teams on best practices. Cover other roles of the Brand Marketing and Retention team as necessary due to leave assignment or other operational Analysis & Innovation: Stay up-to-date with digital trends tools and platforms to innovate content and communication strategies. Experiment with new content formats to engage and grow that the Unions values of equity diversity and inclusion are upheld and confidentiality and observe data protection and associated guidelinesKEY SELECTION CRITERIAThe Growth & Retention Officer demonstrates:Excellent listening and persuasive conversation skillsExcellent written and verbal communication skillsAbility to critically analyse processes and systems and identify opportunities to improve outcomesAbility to follow process and adhere to union policyBuilding rapport with members and potential membersExperience in any of these areas will be highly regarded: Member or customer retention experience Union organising experience Union or Political call centre experienceTo perform this job you will also be required to have or obtain and maintain:Right of Entry PermitsImmunisation against COVID-19 or have a medical exemptionREMUNERATIONAn attractive remuneration package will be offered to the successful applicant which will include:Salary commensurate with demonstrated skills and experience.16% superannuation.6 weeks annual leave plus 25% leave loadingHOW TO APPLY Please submit your resume together with a cover letter addressing the selection criteria to Catherine Coghlan Deputy Director (People Culture and Change) through the UWU Careers PortalCLOSING DATECompleted applications must be received by 4pm (AEST) Friday 23 January further information about the role please email