Head of Member Engagement

At HBF, we're reimagining how we connect with more than one million members through personalised, data-driven experiences that create lasting value and loyalty. As Head of Member Engagement, you'll lead the vision, strategy and delivery of HBF's member engagement roadmap, shaping how members interact with us across every stage of their journey.

Acting as both strategic leader and product owner, you'll champion innovative engagement solutions that strengthen member relationships, drive retention and deliver meaningful commercial outcomes.

Leading a high performing agile squad, you'll work at the intersection of customer experience, marketing technology, data and business strategy. You'll have the opportunity to influence enterprise wide priorities, leverage emerging technologies, and drive personalised communications through Salesforce Marketing Cloud and the broader Salesforce ecosystem.

What your day to day might look like

• Embedding and leading the strategy for member engagement and retention, ensuring the vision is clear and consistent across all communication channels
• Driving the design and delivery of engagement journeys for our members
• Collaborating with various teams, including Marketing, Health Services, and Scrum Masters, to align on strategy, KPI's and ensure a smooth flow of work
• Playing a key leadership role in growing your squad's competencies and helping team members develop in their roles
• Working closely with other leaders to drive forward HBF's broader objectives, so strong collaboration is key

About you

You're a strategic and people-focused leader who seamlessly bridges together customer insight, technology and great experiences to create meaningful outcomes. You know how to balance big-picture thinking with getting things done, whether you're shaping a long-term engagement strategy, prioritising a roadmap, or coaching your team through a complex challenge, you're comfortable leading from the front while empowering others to succeed.

With experience in member engagement, CRM, customer lifecycle marketing and a strong understanding of marketing automation platforms (Salesforce Marketing Cloud preferred), you have successfully delivered data-driven engagement programs that improve retention, strengthen customer relationships and create measurable business value.

You enjoy building strong relationships across teams, bringing stakeholders together around a shared vision, and influencing outcomes in a complex environment. You'll thrive in this role if you're curious, commercially minded and passionate about continuous improvement while looking for better ways to engage members, leverage emerging technology and help your team grow.

HBF Benefits

• Fully subsidised Gold Hospital Insurance Cover
• Flexible working and Work from home options
• 3 additional wellbeing days off a year (on top of our standard 20 days annual and 10 days personal leave)
• 2 volunteering days per year
• 18 weeks paid parental leave
• On site barista and subsidised drinks
• Access to corporate discounts across a range of gyms, retail, restaurants, and hotels

Next steps

To apply click the apply button attaching a copy of your resume for review. Our recruitment and selection process includes a variety of assessment methods including reference checks, National Police Clearance and verification of working rights in Australia.

Inclusion and Accessibility

At HBF, we believe in the potential of every individual. We're committed to creating an inclusive workplace where diverse perspectives are celebrated, because they make us stronger.

We encourage applications from everyone, including Aboriginal and Torres Strait Islander peoples, people with disabilities, and members of the LGBTQIA+ community, including transgender and gender-diverse applicants.

We want you to Be You, Be Bold, and feel supported every step of the way. If you require any adjustments or alternative formats during the recruitment process, please contact us at ***email_hidden***.

To learn more about our commitments visit: Community Initiatives | HBF Health Insurance