Accountable for delivering retention optimisation activities to support HCF's **** growth ambition.We're looking for an experienced strategic leader to step into a pivotal 9-month parental leave cover role and lead the delivery of HCF's retention agenda at a critical time in our **** growth journey.About the roleReporting to the Chief Officer Member Experience and forming part of the Member Experience Leadership Team, the Head of Retention Strategy & Operations owns HCF's **** Retention Strategy and is accountable for delivering initiatives that improve member retention and support our net growth ambitions.This role leads a cross-functional, data-led team and works closely with senior leaders across Marketing, Product, Data, Digital, Operations and Member Experience to drive measurable retention outcomes and deliver lasting value for our members.What you'll be responsible forLeading the enterprise-wide retention strategy and roadmap aligned to HCF's **** objectivesDriving retention optimisation initiatives that deliver measurable improvements in member retention and gross margin outcomesIdentifying key drivers of member loyalty and attrition through data, insights and customer feedbackDeveloping retention capabilities including predictive modelling, member lifetime value frameworks and personalised engagement approachesOwning retention forecasting, reporting and governance,



including Executive and Board-level reportingInfluencing senior stakeholders across the organisation to embed retention initiatives into business-as-usual operationsLeading and developing a high-performing cross-functional team while fostering a culture of innovation and continuous improvementYou'll bring:You are a commercially minded strategic leader who combines strong customer focus with analytical thinking and exceptional stakeholder engagement skills.Significant experience in strategy, customer experience, retention, growth or related leadership rolesA track record of delivering measurable business outcomes through data-led decision makingExperience leading cross-functional teams and influencing senior stakeholdersStrong communication skills with experience preparing Executive and Board-level reportingExpertise in translating insights into actionable strategies and business outcomesTertiary qualifications in Business, Strategy, Customer Experience or a related disciplineExperience within private health insurance, financial services or other customer-led industries will be highly regardedAbout HCFAt HCF, our purpose is to bring our human touch to healthcare.
Since **** we've been putting our members and their health first.
As Australia's largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.We want to be true health partners to our members, easily guiding the healthcare choices that are right for them.
At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy.




Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.Purpose-driven passionWe're united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.Wellness and work-life balanceWe'll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best.
Our offerings include:Flexible working arrangements50% subsidy on HCF hospital and/or extras coverFamily-friendly certified employer18 weeks of parental leave for all new parentsMental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and moreDiscounts on HCF's products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.Collaboration and inclusivityWe embrace diversity as our strength and are committed to maintaining an inclusive and team-oriented work environment.
Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.Continuous learning and growthWe believe in lifelong learning.
HCF provides opportunities for personal and professional development.
From workshops to mentorship programs, we encourage your growth and curiosity.If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – ****** discuss.
#J-*****-Ljbffr

📌 Head Of Retention Strategy & Operations (New South Wales)
🏢 Hcf Australia
📍 New South Wales