Alumni Experience Manager

Job Title: Alumni Experience Manager
Contract Type: Permanent
Location: Sydney CBD
Salary: Attractive Package on offer
Reference: 2852381
Contact Name: Jennifer Galvin-Rowley
Contact Email:
Job Published: May 09, 2019 14:01

Job Description

Our client is a newly formed division of a highly respected, Sydney based, Asia-Pacific leadership development consultancy.
This newly created group is operating globally and has run programs in London, New York and Singapore and aims to build on its Australasian base of clients to aggressively build on these markets in the next two years.
This newly created role is an exciting career opportunity to step into the professional services sector and work with blue chip clients to maintain client relationships and customer experience levels; drive new business initiatives as well as manage Sales Administration responsibilities.   
This role will report into the Client Relationship Director and will play a critical role in the success of the organisation by working with the extended client group – those who have attended the programs – to assist them in fulfilling their objectives. The role will be a balance of both customer service and sales.
Customer Service – supporting participants and their managers through the program by ensuring they have the materials and knowledge they need, to maximise participant and organisational outcomes.  You’ll ensure their experience is outstanding and help amplify the impact of the program. You will be responsible for building excellent relationships with existing participants, managers and clients.
Sales – you’ll be able to leverage these relationships into testimonials, referrals, and additional participant registrations as well as follow up referrals and seize opportunities for introductions to new clients. You will be tasked with following up enquires generated by our extensive digital marketing initiatives.
Excellent customer service skills – the ability to add value with every call you make to different types of groups, and the ability to adapt messaging and approach depending on the needs of the participant, the participants’ manager, or HR or other senior executive with whom you are communicating, either by phone or email; we anticipate a high level of live phone interaction where possible.
Outstanding communication skills - the ability to articulate the benefits of our programs and constantly update information sources to utilise the latest success stories and testimonials, to provide confidence to contacts in the quality and effectiveness of initiatives and programs.
Advanced influencing skills - the ability to convince interested parties, that have a clear need for our services, to step over the line and become a client by registering to attend our programs (often in small numbers initially, to test the program).  This convincing needs to feel like support not selling.
Learning agility – this is a new position and we’ll need to adapt our approach as we go forward for different markets and different stakeholder groups, and we’ll need the Alumni Experience Manager to constantly learn from every interaction, adapt messaging and approaches, provide constant feedback to the rest of the organisation, and finesse and polish our communications, messages, collateral etc. This role calls for a continuous improvement mindset.
To be successful in this role the candidate should have:
  • Minimum five years B2B Customer Service Experience
  • Proven sales ability within a B2B environment
  • Outstanding communication skills and the ability to build strong relationships by phone, email and in-person
  • Experience in a professional services and/or HR environment highly regarded
  • Experience with Salesforce will be strongly regarded, but is not essential
  • Intermediate to Advanced Computer skills – including Microsoft Suite, Social Media outlets, CRM systems/database systems.
For a confidential discussion, please contact Jennifer Galvin-Rowley on
0410 477 235.
Applications should be made online and include a current CV and a brief cover letter.
OTE circa $150K (comprising base salary, superannuation and highly attractive incentives)

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