Our 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 Role
This 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
- 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
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 **
