RAC is looking for an experienced strategic and people focused Senior Manager Sales and Service to lead our Sales and Service teams to deliver outstanding member experiences. You’ll drive sales performance, operational excellence, compliance and continuous improvement across a segment of our contact centre, fostering a high performance, member first culture that makes a real difference for Western Australians. What you’ll be doing You will play a key role in delivering the vision and strategy for RAC’s by: Leading, coaching and developing Sales and Service Managers to empower their Team Managers to deliver excellent outcomes through their frontline consultants. Deliver sales and service strategies aligned to the business unit and RAC’s business plans. Build a high-performance, member first culture across the insurance contact centre. Oversee delivery of high-quality service and strong sales outcomes across the RAC product range Ensure compliance with regulatory requirements, RAC policies and industry standards. Manage budgets, resources and cost centres to achieve financial and operational targets. Analyse performance data and member insights to identify trends, risks and opportunities for improvement Lead and support change initiatives including new systems, processes and product rollouts. Partner with stakeholders across RAC to deliver integrated solutions and business initiatives. What you will bring Tertiary qualifications in business, management or related field (or equivalent experience). Significant leadership experience in contact centre or sales & service environments Strong track record in delivering sales outcomes in a fast-paced environment Experience managing a cost centre and P&L accountability Knowledge of insurance products, contact centre systems and CRM tools. Strong analytical, compliance and operational capability. Experience in change management and continuous improvement. Insurance certifications such as Tier 1/2 Broking or ANZIIF (Desirable) Why RAC? When you join RAC, you become part of one of WA’s most trusted organisations, committed to serving our members and giving back to the community. You’ll enjoy a supportive, inclusive culture, development opportunities and real influence over RAC’s member experience. If you're a strategic leader passionate about elevating insurance service and sales performance, we want to hear from you. Apply now and help shape the future of member service at RAC. RAC is a purpose-led member organisation. Established in 1905, RAC has evolved into one of the most trusted organisations in the state, with more than 1.3 million members. At RAC we don’t have shareholders. That means we reinvest our profits for the better of our members and our State. Our Purpose is to be the driving force for a better WA. Our Vision to 2030 is to create a safer, sustainable and connected future for Western Australians. Our Mission is delivering great member services and experiences, whilst inspiring positive community change that makes life better in WA. RAC is an equal opportunity employer. We continue to build an inclusive workplace where we respect and celebrate differences. We encourage applications from diverse groups including Indigenous and Torres Strait Islander people, physical ability, all ages, LGBTQI+ identities, all languages and diverse cultures and backgrounds. For any assistance please contact recruitment@rac.com.au
