About the Culture 

The Royal Australian and New Zealand College of Radiologists (RANZCR) is a non-profit peak membership body dedicated to advancing patient care in the clinical radiology and radiation oncology fields across Australia, New Zealand and Singapore.

We are committed to improving health outcomes for all, by educating and supporting clinical radiologists and radiation oncologists. We are dedicated to setting standards, professional training, assessment and accreditation, and advocating access to quality care in both professions to create healthier communities.

The College’s values underpin our ethos and culture, to act with integrity and respect, holding ourselves accountable and leading the way with innovative practices.

As an organisation we are committed to providing a diverse, equitable and inclusive environment that promotes the wellbeing and ongoing development of our people.

For more information about us, our benefits or other roles, take a look at: ranzcr.com/college/about/careers-at-ranzcr.

Job Description

We are seeking a Senior Manager, Member Lifecycle & Experience, to join our Member Engagement and Services Unit, reporting to our General Manager, Member Lifecycle & Experience, on a full time basis.

In this role, you will be responsible for:  

• Leading the member experience, CRM and lifecycle function, ensuring delivery of strategic projects, in alignment with member fulfilment strategic priorities.
• Providing strategic direction and support to the Member Services team, ensuring best-in-class service delivery and operational efficiency.
• Serving as the primary escalation point for critical member experience, lifecycle engagement, and service issues.
• Developing and implementing standard operating procedures (SOPs) to streamline member services operations.
• Designing, executing and optimising end-to-end lifecycle campaigns across member segments using Dynamics Marketing.
• Overseeing the onboarding, renewal, and re-engagement programs, ensuring a personalised member experience.
• Managing audience segmentation, targeting and contact rules to optimise engagement and retention.
• Developing and implementing lifecycle engagement strategies that align with member needs, career stages, and interests.
• Creating targeted engagement pathways based on member segments, usage data, and feedback.
• Developing and implementing strategies to improve member engagement, satisfaction, and loyalty.
• Overseeing CRM optimisation and data governance, ensuring the system effectively supports lifecycle management.
• Collaborating with internal stakeholders to align CRM, data insights, and engagement initiatives with strategic priorities.
• Staying up to date with membership trends, lifecycle engagement strategies, and digital innovation, ensuring RANZCR remains competitive in its member offerings.

Desired skills and experience

To be successful in this role, you will need to have:

• Proven leadership experience in member engagement, lifecycle marketing, CRM management, or customer experience.
• A strong background in developing and executing lifecycle engagement strategies and loyalty programs.
• Experience in managing a Member Services function, with a focus on operational efficiency and service excellence.
• A demonstrated ability to lead teams, mentor staff, and drive performance improvements.
• Knowledge of CRM-driven engagement strategies, data analytics, and segmentation models.
• Strong communication and stakeholder management skills, with experience presenting at senior leadership levels.
• Experience in project planning and execution, particularly within member engagement and strategic initiatives.
• A high level of proficiency in process optimisation, SharePoint management, and service automation.