Customer Relationship Lead in Sydney

The Australian Institute of Company Directors (AICD) is committed to strengthening society through world-class governance. We aim to be the independent and trusted voice of governance, building the capability of a community of leaders for the benefit of society. Our membership of more than 50,000 includes directors and senior leaders from business, government and the not-for-profit sectors.

About the team

The Customer Engagement and Sales team plays a critical role in supporting the AICD's strategic priorities across membership, education and policy leadership. The team is responsible for driving member engagement, supporting learning journeys, and connecting members with the products, services and experiences that help them succeed as directors and leaders. Through a focus on performance, capability and accountability, the team helps deliver exceptional member experiences while supporting the AICD's growth objectives.

About the role

This role is focused on strengthening how AICD engages with members across their lifecycle, delivering high-quality, value-led engagement that supports retention, development and participation. With a strong emphasis on proactive and predominantly face-to-face engagement, you will build trusted relationships with members and prospective members, supporting them to access relevant opportunities, experiences and networks through AICD. Working across both national initiatives and local priorities, you will contribute to a consistent and professional engagement experience, while capturing insights to inform continuous improvement. The role has a strong external focus, with regular engagement through events, forums and regional activity. This role has a strong face-to-face focus, with an expectation that you will be in the office and/or meeting with members and stakeholders four days per week.

Your remit will be broad and will include:

• Building and maintaining trusted relationships with members and prospective members
• Supporting engagement across key stages of the membership journey
• Facilitating forums, roundtables and group discussions with professional audiences
• Representing AICD at events, conferences and regional engagement activities
• Supporting delivery of national engagement initiatives and campaigns
• Partnering with State Managers to deliver local engagement aligned to regional priorities (travel will be a requirement of the role)
• Facilitating strong, purposeful connections between members
• Working across internal teams to ensure a coordinated and consistent engagement approach
• Capturing and sharing member insights to support continuous improvement

What you bring to the role

You are an experienced relationship-focused professional who is comfortable engaging with senior stakeholders and building credibility in a professional environment. You bring a considered and customer-focused approach, along with the ability to contribute to both individual interactions and broader engagement activities. You will champion the AICD “One Team” approach and values of Accountability, Respect, Excellence and Collaboration. In addition, you will have:

• Demonstrated experience in customer, member or stakeholder engagement roles
• Strong interpersonal and communication skills, particularly in face-to-face settings
• Experience engaging with and presenting to senior stakeholders or professional audiences
• Experience supporting or contributing to events, forums or group-based engagement
• Ability to build relationships and maintain ongoing engagement over time
• Experience working with CRM systems or similar tools to support engagement activity
• A collaborative approach and ability to work across multiple teams
• Sound judgement and professionalism when representing an organisation externally

Join the AICD

There are many benefits of joining the AICD, but the following are examples of what you can expect:

• Enjoy true flexibility with hybrid working arrangements that support balance and productivity.
• Maximise your benefits with access to salary sacrificing and salary continuance (income protection) insurance.
• Feel supported with a comprehensive employee assistance program available to you and your immediate family.
• Join a collaborative, solutions-focused team that genuinely lives a ‘One Team’ culture.
• Grow your career with confidence through our capability framework, ongoing professional development programs, and access to the AICD education platform—including training courses, webinars, professional coaching, and external study support.
• Have an impact in an organisation recognised as the gold standard in governance, policy, and leadership across Australia.

We welcome applications from people of all ages, genders, sexuality, cultural and linguistic backgrounds, Aboriginal and Torres Strait Islander Peoples and people with a disability. We provide reasonable adjustments including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email ***************@aicd.com.au.

For further information on what it’s like to work with us, please visit our Careers and LinkedIn Life pages: Our Careers page: https://www.aicd.com.au/about-aicd/work-aicd.html.