Member Engagement Manager

About the role

The Member Engagement Manager will lead an outbound team that helps members make informed decisions about their financial future. This role combines people leadership, coaching, operational excellence and a focus on member outcomes within a leading profit‑for‑members superannuation fund.

Key responsibilities

• Lead, motivate and develop a high‑performing team delivering exceptional member outcomes.
• Drive outbound engagement activities such as lead management, member campaigns and Super Health Checks.
• Monitor performance against service, productivity, conversion and quality targets.
• Provide coaching, mentoring and capability development for team success.
• Partner with Advice, Marketing, Product and Operations to deliver effective engagement initiatives.
• Ensure compliance, high quality interactions and alignment with regulatory requirements.
• Identify opportunities to improve processes, technology and operational efficiency.
• Foster an inclusive, high‑performing team culture focused on continuous improvement.

Required profile

• Proven leadership experience in customer service, member engagement or sales within superannuation or financial services.
• Track record of coaching and developing high‑performing teams to achieve results.
• Experience managing performance metrics, service levels and conversion targets.
• Strong commercial acumen with genuine care for members.
• Ability to build trusted relationships across multiple business functions.
• Knowledge of risk, compliance and regulatory obligations in financial services.
• Analytical and problem‑solving skills with a focus on continuous improvement.
• RG146 (Superannuation) qualification or willingness to obtain it during probation.

Required skills

• Leadership and people management.
• Coaching and mentoring.
• Performance monitoring and reporting.
• Stakeholder partnership.
• Compliance awareness.

What we offer

• Flexible and hybrid ways of working.
• Up to 18 weeks paid parental leave plus super.
• Purchased leave and cultural leave.
• Career pathways and reward & recognition program.
• Employee Assistance Program and holistic wellbeing offerings.