Prime Objective

Your primary responsibility is to lead and grow an exceptional membership program where members are highly engaged, supported by outstanding customer service, and returning a Net Promoter Score (NPS) of 65+ with strong retention and renewal rates.

You will oversee both the Membership team and Rider Services team, ensuring best-in-class customer experiences while leveraging data-driven insights to drive growth.

Key Responsibilities

• Leadership & Service Excellence: Manage the Membership and Rider Services teams, setting KPIs, tracking performance, and driving professional development. Ensure high-quality, responsive customer interactions across all channels.
• Strategy & Retention: Lead acquisition and retention strategies for Membership, Rider Rescue, and Bike Insure. Enhance onboarding, engagement, and support services, ensuring a seamless experience for members.
• Data-Driven Decision Making: Track and analyse key metrics, identifying trends and opportunities to improve customer service, retention, and growth.
• Operations & System Management: Optimise processes, manage supplier contracts, oversee budgets, and support new membership initiatives.
• Engagement & Advocacy: Drive member engagement through events, communications, and benefits. Align membership growth with advocacy efforts to improve riding conditions.

What Success Looks Like

• Grow Membership & Retention in Rider Services
• Enhance Customer Satisfaction, improving NPS scores
• Leverage Data-Driven Insights for operational improvements
• Lead Teams Effectively with proactive management
• Ensure Financial Sustainability of membership products.

Key Skills & Attributes

• Proven Leadership & Customer Service Management
• Strong Analytical & Data-Driven Decision-Making
• Clear Communicator & Problem Solver
• Process Improvement & Service Optimisation
• Expertise in Membership Systems & CRM tools and reporting
• Passion for Cycling & Member Engagement
• Must have unrestricted permeant work rights in Australia
• Hold a valid Working With Children Check or willing to obtain one

Why work for Bicycle Network

• 6 weeks annual leave
• Bike salary package up to $5,000
• Bicycle Network membership with full benefits
• Convenient CDB location, secure bike parking and EOTF
• Flexible working arrangements
• Join a high performing, motivated, like-minded team, driven by our core values

Please click Apply Now to submit your application.