About OTA
Occupational Therapy Australia (OTA) represents and supports the continually evolving occupational therapy profession. Its vision is to support the profession so that people and communities are engaged in occupations that bring meaning and purpose to their lives, fostering health, wellbeing participation and inclusion.

What does the role involve
We have an exciting opportunity for an experienced membership engagement professional to join our team. Reporting to the Manager, Membership this exciting new role has been created in the business to contribute to the smooth functioning of OTA’s membership operations and enhancing membership experience through member service delivery, process improvements, reporting & insights and supporting the delivery of various projects.

This role is open to candidates across Australia and can be undertaken remotely, however Melbourne based candidates will have the benefit of working hybrid from our Fitzroy office a minimum of 2 days per week. The role may require local and interstate travel from time to time to support member engagement activities.

What we need in the role
We’re looking for a membership superstar who can provide high quality service to our Occupational Therapist members across the country and support our organisation during an exciting period of growth and digital transformation. This role will contribute to establishing best practice processes and procedures as we uplift our existing CRM and implement new efficiencies to enable us to offer even more benefits to our members.

The team
You’ll be part of the Membership Team and will report to the Manager, Membership. Your role will also see you (and require you) to consistently interact with our Professional Practice & Development, Marketing, Business Development, Events and Finance Teams as well as several other stakeholders across the business and our distribution partners—providing opportunities for ongoing learning and connection to be successful in the role and drive the growth of our brand.

What responsibilities form part of this role?

• Customer Service – You’ll support our membership team to respond to member enquiries and delivery high quality customer service. You’ll quickly gain knowledge and understanding of OTA’s products and services and which will enable you to provide advice and guidance to members. You’ll make sure key concerns of members are addressed and guide members to relevant policies, processes, professional resources and services.
• Member Experience & Engagement – You’ll foster positive relationships with members and prospective members and contribute to achieving OTA’s membership acquisition and retention objectives/KPIs. You’ll research and analyse member data and insights and provide actionable advice to colleagues to improve operations and enhance the experience of our members. You’ll also have responsibility for implementing and documenting membership processes to create a consistent, high quality member experience.
• Stakeholder Relationship Management – You’ll develop trusted professional relationships with key stakeholders (examples include OTA’s partners, universities, third-party service providers) and proactively engage with individuals and groups to support various membership related projects. You will develop timely, high quality briefing documents, reports and other written materials to support communication with internal and external stakeholders as requested by the Manager.
• Collaboration and Continuous Improvement – You’ll bring a collaborative and member first mindset to OTA. Your communication with our team and members will be open, honest and considerate and you’ll work collaboratively across teams to achieve shared objectives.

Why you should work with us
OTA offers our staff a professionally satisfying, rewarding and flexible working environment. In addition to a hybrid working environment, OTA cares for our team with a Wellbeing Program and initiatives to support work-life balance that includes the following initiatives:

• Flexible Work Arrangements: Melbourne-based employees can enjoy the flexibility of our hybrid work model (2-3 days in the office, and 3 days working from home) and flexible hours (choose when you start and finish), to help achieve a seamless work-life balance.
• Employee Assistance Program: We partner with Acacia EAP to provide our OTA staff with free and confidential assessments, short-term counselling, referrals, and follow-up services for personal and/or work-related problems.
• Half Day Off for Health Checks: As part of OTA's commitment to staff wellbeing, our employees get half a day (4 hours) off each calendar year for health checks ranging anywhere from a dental appointment to a mammogram or even just a regular check-up - no sick leave required! ​​​​​​
• Birthday Leave: Celebrate your Birthday with an additional day off.
• Working From Anywhere Policy: Our new initiative could see you working interstate or internationally for up to 4 weeks a year.

You will be joining a dedicated and inclusive team with a fun and hardworking culture who are genuinely passionate about member experience and supporting occupational therapists across the country. This is a great opportunity to make this role your own and be part of an exciting evolution for the organisation whilst making a difference when it comes to helping us achieving our purpose of protecting and progressing occupational therapy in Australia.

Specific skills/qualifications needed

• Communication Skills: Excellent communication and customer service skills.
• Membership Experience: Extensive experience working in member associations and demonstrated contribution to enhanced member experience.
• CRM Expertise: Extensive experience with CRMs or other similar databases to produce reports, extract information and update records.
• Technical Competence: Competent in use of a variety of digital systems including Sharepoint, Monday and Campaign Monitor (or equivalent products).
• Workload Management: Demonstrated ability to proactively manage own workload in an often-reactive environment, while working as part of a larger team.
• Process Management: Ability to establish and maintain quality processes and systems for effective data and document management.
• Organisation Skills: High level organisational skills and attention to detail.
• Motivation: Results-driven, self-motivated and passionate about providing high quality member experiences.

If you would like to join our team and be a part of our growing success story, then please click on this apply link and send your resume in WORD or PDF format. Alternatively, if you wish to have a confidential discussion or to receive a copy of the Job Description, please contact Brooke Carter on brooke.carter@otaus.com.au

OTA as an Equal Opportunity Employer is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

We encourage applications from all backgrounds, ages, and gender, as well as Aboriginal and Torres Strait Islander people, those who identify as LGBTIQ+, and people with a disability.

OTA is not accepting inquiries from recruitment agencies for this position.