Member Experience Lead

Select how often (in days) to receive an alert: At ahm, we think work should work withyou. Because let’s face it, life’s too short for a job you dread. Work means different things to different people. We’re all about making real, meaningful change. Our mission? Simple. To improve the health and wellbeing of Australians, starting with our team. We’re constantly shaking things up to make work better for everyone. At ahm, we’re on a mission to reimagine what a health and lifestyle brand can be. As Member Experience Lead, you’ll shape how we connect with our members — building a Centre of Excellence that unites lifecycle marketing, personalisation, loyalty, automation, and advocacy into one future‑ready function. This is a senior leadership role for a modern marketer who thrives at the intersection of creativity, data, and technology. You’ll design experiences that spark connection, build loyalty, and make members feel genuinely cared for — while leading a high‑performing team through transformation. And here’s the best part: we are currently trialling a four‑day work week (with full‑time pay) because we believe in flexibility, balance and smarter ways of working. What you’ll do Decide if your day is best spent working from home or in the office – there are no mandatory office attendance days here at ahm. Design and lead end‑to‑end member lifecycle strategy — from onboarding and retention to loyalty and advocacy. Create an ecosystem of communications and experiences that deliver lifestyle‑led value and emotional connection. Partner with Digital to embed Marketing Experience (MX) into our app and platforms for seamless engagement. Own and evolve our data strategy, championing insights, ethics, and governance. Leverage martech (including Salesforce) and automation to deliver personalised, scalable experiences. Drive innovation and optimisation, including how we deploy AI to enhance engagement. Collaborate across Brand, UX, Product, Service, and enterprise teams to ensure joined‑up, member‑first experiences. Lead and inspire a high‑performing team, embedding curiosity and customer obsession at the heart of ahm. What you’ll bring 10+ years in customer engagement, lifecycle marketing, CRM, or member experience leadership. Proven success in lifecycle strategies driving retention, loyalty, and lifetime value. Expertise in martech, automation, and personalisation platforms (ideally Salesforce). Strong Strategic Capability across - communications, data, segmentation, analytics, and governance experience. Skilled in multi‑channel content and communications. Leadership experience building and inspiring high‑performing teams. Ability to influence senior stakeholders and deliver commercial outcomes. Experience in regulated industries and navigating compliance frameworks. Resilience, adaptability, and a growth mindset. Energy and passion for creating meaningful brand experiences and driving growth. A proactive mindset—you don’t just spot opportunities, you make them happen. A collaborative spirit and the confidence to contribute beyond your role, shaping the success of the entire Marketing function. A commitment to ahm’s culture: bold, curious, and always looking for smarter ways to do things. Strong leadership presence, with the ability to influence and inspire across teams. Imagine working with us At ahm, we think work should be as exciting as finding a surprise donut in the kitchen at lunch (and occasionally you just might). We kick the old, boring ways to the curb and encourage you to think outside the box – experiment a little. We’re not afraid to ruffle some feathers and have a bit of fun while we’re at it. Try new things, explore different areas of the business, and upskill like a pro. It’s one big team adventure here, and the chances to grow are endless. Oh, and did we mention we have some great benefits too? Happy, healthy people make awesome teams. With ahm, work should feel good — like, really good. It’s about finding joy, fulfillment, and the right team to share it with. Inclusion and Accessibility We believe in everyone's potential and strive to make Medibank inclusive for all because different perspectives make us better. We encourage applications from everyone, including Aboriginal and Torres Strait Islander candidates, those with disabilities, and LGBTQIA+ community including transgender and gender diverse applicants. For any adjustments or alternative formats during the recruitment process, please contact us at learn about our commitments and employee experiences, go to #J-18808-Ljbffr