Membership Engagement & Retention Officer

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Membership Engagement & Retention Officer

Job Description

Membership Engagement & Retention Officer

  • Professional Membership Association: National Voice for Social Justice
  • Melbourne based; Nationally networked service delivery
  • Full time [fixed term 12 months]

The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia, with more than 14,000 members. AASW sets the benchmarks for professional education and practice in social work and have a strong voice on matters of social justice, human rights and issues that impact upon the quality of life of all Australians. 

Reporting to the Team Leader, Customer Recruitment & Retention [initial period Membership Engagement Coordinator] and working as a part of a collaborative team, the Member Engagement & Retention Officer is responsible for membership renewal and retention outcomes through: 

  • Operating as a primary point of contact for general member and prospective member enquiries and complaints;
  • Selling the benefits of membership to existing members, prospective members and lapsed members;
  • On boarding of new members
  • Processing membership applications and renewals (including payments);
  • Supporting membership growth and sales strategies;
  • Supporting membership retention strategies to reverse membership loss; and
  • Providing a responsive and positive service customer experience for our members.

Please refer to the position description for a full list of duties and responsibilities 

Key selection criteria:  

  • Demonstrated experience in a customer service environment.
  • Business development and/or sales background experience including customer retention.
  • Highly developed communication skills [active listening, verbal and written].
  • Professional/confident phone voice.
  • Proficiency with computers, especially with CRM and LMS systems and processessoftware, and strong typing skills.
  • Ability to manage challenging/ difficult conversations.
  • Strong time management skills.
  • Adaptability and accountability.
  • Well-developed administrative and organisational skills
  • Excellent communications skills
  • Strong computer literacy and database experience
  • Enthusiastic with a positive can-do attitude
  • Ability to manage competing priorities
  • Commitment to innovation and continuous improvement

The AASW is committed to equal opportunities in employment and embraces diversity and inclusion in its workforce. We encourage applications from culturally and ethnically diverse communities, particularly those underrepresented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability. 

To be considered for this role, your application must include your résumé and a cover letter addressing the key selection criteria listed above. 

Further information on the AASW can be found by visiting our website at 

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