Executive Manager - Customer Experience

Job description

Are you a senior leader who can turn strategy into operational reality and lift how an organisation delivers value to its members? We’re seeking an Executive Manager – Member Experience to shape and lead our end-to-end member experience approach across the Association. Reporting to the CEO, this is a pivotal executive role combining strategic leadership, business analytics, operational improvement and service culture across Membership, Events & Sponsorship, Core Service and Regional teams. You will ensure every interaction across the member journey reflects our purpose and values, while driving continuous improvement through insights, data, systems and consistent service delivery. The Opportunity: This role sits at the centre of operational performance and member value. You will: - Provide executive oversight to Membership, Events & Sponsorship and Regional Managers. - Translate organisational strategy into practical operational priorities and plans. - Lead change initiatives that improve systems, processes, service delivery and frontline practice. - Use data and insights to strengthen the member lifecycle and increase lifetime value. - Embed consistent member service standards acr...