Head of member services - Melbourne

BICYCLE NETWORK

Prime Objective of the Head of Member Services 

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 analyze key metrics, identifying trends and opportunities to improve customer service, retention, and growth. 

• Operations & System Management: Optimize 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 

Interested candidates should email matildar@bicyclenetwork.com.au with a cover letter and two-page resume.