Senior Manager - Customer Engagement

Melbourne, VIC
$115,000-120,000 per year
Contract
Full-time

9 days ago
Apply easily

About the CompanyOur client is a well-respected professional association representing thousands of members across Australia. With a proud history and a purpose-driven approach, they play a big part in supporting, advocating for, and advancing the engineering profession.They’re known for delivering excellent service, embracing innovation, and creating a collaborative culture where people feel genuinely valued.About the RoleThis is a fantastic opportunity to step into a 10-month contract as Senior Manager – Customer Engagement. You’ll lead a large customer engagement team, oversee operations across inbound and outbound channels, and make sure members receive a seamless, high-quality experience every time they connect.You’ll be responsible for leading Team Leaders and guiding a wider frontline team, with a strong focus on coaching, performance, and creating a positive, member-first culture. Day-to-day, you’ll support your leaders, keep service standards on track, and keep the team engaged and motivated.With Microsoft Dynamics CRM recently implemented, you’ll also play a key role in embedding these tools into daily operations, helping the team get the most out of new systems and supporting continuous improvement.About You

Proven leadership experience in a contact centre or customer engagement environment
Strong people management skills, with a focus on coaching, mentoring and developing teams
Operational know-how — confident managing KPIs, workforce planning, forecasting, and systems
Excellent communication skills, with the ability to engage and influence stakeholders at all levels
Experience with Microsoft Dynamics CRM (or similar) will be highly regarded

What’s On Offer

10-month contract (September 2025 – June 2026)
Competitive salary of $115,000 – $120,000 + Super
Standard office hours (8–4 / 9–5) with hybrid flexibility
2 days WFH each week
The chance to lead a large, purpose-driven team during an exciting transformation
A supportive leadership team and a collaborative, people-focused culture

How to apply:To be considered, please submit your resume by clicking the "APPLY" button!For any specific questions, please contact Lauren at SMAART Recruitment at laurenc@smaart.com.au*** Only Australian Citizens and Permanent Residents can be considered. ***
**Only shortlisted candidates will be contacted **

Smaart Recruitment