• Reporting To: Customer Experience Manager
• Hours: 0.6 FTE (3 days)
• 12 month Fixed Term
• Location: Hybrid (office and/or remote)
• Remuneration: $75K-80K Pro Rata

Overview

SMART Recovery supports people in Australia and all over the world to manage behaviours of concern.

Our Vision

SMART Recovery Australia is the first choice in mutual support for all

Our Purpose

SMART Recovery Australia provides evidence-based tools to support individuals and their families and friends to manage behaviours of concerns and improve their wellbeing.

Strategic Principles

• Diversity: We ensure that diversity, inclusion, and belonging underpin our work
• Evidence Informed: Our work is evidence informed and outcomes focused
• National Reach: We grow influence through advocacy and national reach through partnerships
• Collaboration: We do what we are best placed to do and partner with our members for impact
• Innovation: We invest in innovation that aligns with our strategy and creates value

Role Purpose

The Membership Coordinator is an administrative and support position, which plays a crucial role in supporting the growth and development of SMART Recovery in Australia and New Zealand by supporting the engagement of our Members and Partner Organisations. This includes maintaining accurate and up to date data.

Responsibilities

• Collaborating with internal and external stakeholders to manage membership enquiries, track leads, and provide support to SMART Recovery partner members.
• Processing membership applications, renewals, and cancellations in a timely and efficient manner.
• Maintaining accurate and detailed records of member organisations, including contact information, membership package inclusions, and payment history.
• Disseminating membership package inclusions, including postage of materials and membership inclusions and marketing materials, where applicable.
• Distribution of standard communications via CRM. Assisting with communication activities.
• Collecting and tracking membership statistics to inform strategic decision-making and prepare reports for stakeholders.
• Collaborating with the accounting department to track membership revenue and ensure accurate financial reporting.

Relationships

• Key internal relationships with Customer Experience Manager, National Membership and Partnerships Manager, Customer Experience Coordinator, Digital Customer Experience Coordinator and other team members.
• Key external relationships include facilitators and partner organisations.

Skills & Knowledge

• Proven experience in a similar role.
• Excellent administration, coordination and customer service skills.
• Demonstrable experience managing conflicting priorities whilst ensuring service levels are met.
• High level communication skills, both verbal and written
• Strong communication and interpersonal skills
• Proficiency in using CRM software (preferably Hubspot), Google suite and microsoft office.
• Data management proficiency and experience
• Development skills and ability to implement new processes

Behavioural Competencies

• Flexibility and ability to work in an adaptable environment
• Good people skills and service oriented.
• Detail oriented and analytically minded.
• A structured, independent and goal-oriented working style.

Desirable Criteria

• Knowledge of marketing principles
• Experience in membership or business relationship management or a related field
• Experience with data analysis and reporting tools
• Experience working for a Non for profits