Member Communications, Social Media & Experience Manager

SUMMARY:
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POSITION INFO:

Who are we:

We’re a national lifestyle brand known for our focus on wellness, community, and service excellence. With a strong digital and in-person presence, we’re committed to creating meaningful experiences for our members through thoughtful, timely communication.

Who are we looking for:

We’re looking for a senior communications professional with solid experience in customer experience, internal comms, and crisis communication.

You’ll lead how we talk to our members—whether it’s day-to-day updates, service changes, or unexpected issues. You’re structured, strategic, and calm under pressure. You know how to craft clear messaging, manage stakeholders, and build trust through every touchpoint.

What will you do:

Proactive & Reactive Member Communication

• Develop and implement end-to-end member communication strategies—both proactive (e.g. price changes, legal notices, general updates) and reactive (e.g. service disruptions, policy changes).

• Manage segmented communications to ensure relevant, timely, and compliant messaging across multiple platforms.

• Monitor and update a communications calendar that aligns with business priorities and operational capacity.

Crisis Communications & Escalation Handling

• Lead the coordination and execution of communication during business disruptions or emergencies, ensuring speed, clarity, and alignment across all touchpoints.

• Partner with key stakeholders to manage sensitive or high-profile escalations, including those raised through consumer bodies.

• Support the Head of Customer Experience in developing and implementing service recovery messaging and response protocols.

Internal Communication & Stakeholder Engagement

• Liaise with internal teams to align on communication content, timing, and process, ensuring readiness and understanding across departments.

• Draft and distribute internal updates, training guides, and talking points for front-line staff and call centre teams.

• Ensure that policies and processes are documented, communicated, and supported with training where needed.

Social Media Oversight

• Guide the social media service team in responding to member queries, escalations, and service-related posts with consistency and professionalism.

• Ensure social content aligns with broader communication plans and reflects the tone, values, and messaging of the brand.

• Track and report on member sentiment, social trends, and engagement insights to support continuous improvement.

Reporting & Analysis

• Compile regular reporting on member communication KPIs, including timeliness, engagement, escalation resolution, and sentiment.

• Surface trends and collaborate on improvements to processes, tools, and team training based on member feedback and internal insights.

What do you need:

Minimum Requirements

• 5–7 years’ experience in customer communication, service operations, or member engagement roles.

• Proven experience managing crisis communications and sensitive messaging at scale.

• Demonstrated leadership in internal communications and stakeholder alignment.

• Experience with digital platforms (SMS, app notifications, email marketing tools) and social media service management.

• Track record of managing service teams or leading cross-functional projects.

• Social Media management experience.

Attributes & Skills

• Excellent verbal and written communication skills, including policy drafting and message development.

• Calm, structured, and decisive in high-pressure or time-sensitive situations.

• Strong planning and organisational skills, with the ability to manage multiple moving parts.

• Empathetic, solutions-driven, and passionate about service excellence.

• Comfortable presenting to stakeholders, leading team training, and guiding change initiatives.

• Agile, collaborative, and emotionally intelligent.