Retention Officer

The United Workers Union is seeking a highly motivated Growth & Retention Officer to join our team.

This role will be responsible for engagement and retention of union members as well as engaging potential members using digital tools and direct engagement activities like phone calls. The Growth & Retention Officer is also responsible for providing input to optimising team systems and processes to improve member experience and retention outcomes.

United Workers’ Union is a powerful member‑led union whose sole purpose is to serve the collective interests of members in workplaces and communities by winning significant and long‑lasting gains.

The Union is driving change by growing union membership, developing leadership amongst our members, encouraging active member participation in the union, building and enforcing standards in our sectors, and campaigning both politically and in the community.

As a union with a proudly diverse membership, we are committed to equity and inclusion; and continuing to build a union that is truly representative of the workers we cover. We strive to ensure that every member’s voice can be heard and create opportunities for participation from members with diverse backgrounds in all activities/functions of the Union. We encourage applications from people of Aboriginal and Torres Strait Islander backgrounds, people from diverse cultural and linguistic backgrounds, LGBTQIA+ people and women.

• Member Contact: Directly contact members via phone calls, SMS and emails to engage them and convince them to retain their membership. This could include welcome calls/SMS, payment fail calls and email/SMS journeys or other as required and involve challenging conversations.
• Member Retention: Assist the Retention Team to implement strategies using both digital platforms and outbound phone system to improve member retention for the union.
• Member
  
  Experience:
  
  Assist the Retention Team with optimising systems and process to improve efficiency, improve member experience, and deliver higher conversions for member retention projects.
• Membership Support: Assist with managing membership requests and deliver quality service to members. Engage in tactical campaigns to deliver member turnout in support of various industrial campaigns. This also includes resolving and escalating queries or issues as required.
• Growth & Retention
  :
  Contribute to communication strategies and campaigns that drive audience growth, engagement, and retention.
• Brand & Reputation Management
  :
  Ensure communication reflects and enhances UWU’s brand identity and values and support crisis communications and reputation management efforts through timely, accurate, and thoughtful communication.
• Collaboration, Stakeholder Engagement & Active Team Member
  :
  Work closely with the marketing, communications, and Data & Systems teams to deliver integrated digital solutions and provide training and support to internal teams on best practices. Cover other roles of the Brand, Marketing and Retention team as necessary due to leave, assignment or other operational necessities.
• Trend Analysis & Innovation
  :
  Stay up-to-date with digital trends, tools, and platforms to innovate content and communication strategies. Experiment with new content formats to engage and grow audiences.
• Ensure that the Union’s values of equity, diversity and inclusion are upheld and promoted.
• Maintain confidentiality and observe data protection and associated guidelines.

The Growth & Retention Officer demonstrates:

• Excellent listening and persuasive conversation skills
• Excellent written and verbal communication skills
• Ability to critically analyse processes and systems and identify opportunities to improve outcomes
• Ability to follow process and adhere to union policy
• Building rapport with members and potential members
• Experience in any of these areas will be highly regarded:
  Member or customer retention experience | Union organising experience | Union or Political call centre experience

To perform this job, you will also be required to have or obtain and maintain:

• Right of Entry Permits
• Immunisation against COVID-19 or have a medical exemption REMUNERATION

  An attractive remuneration package will be offered to the successful applicant, which will include:

  • Salary commensurate with demonstrated skills and experience.
  • 16% superannuation.
  • 6 weeks annual leave plus 25% leave loading
  HOW TO APPLY

  Please submit your resume, together with a cover letter addressing the selection criteria to Catherine Coghlan, Deputy Director (People, Culture and Change) through the UWU Careers Portal via the “Apply Now” button.

  For further information about the role, please email hr.au using the subject line:
  Growth & Retention Officer enquiry via Ethical Jobs
  .