This full-time position reports to the Membership Sales Manager and is responsible for overall member retention. Working across the sales operations to ensure high quality data analytics are provided and contributing into the development of sales and retention strategies. Identifying key lagging and leading indicators of member loyalty and working with AFL resources to ensure CFC pulls together optimum analysis and data understanding. Responsible for analysis into new member sales, current member retention and current member renewal campaigns.

The incumbent will demonstrate commitment to the Carlton Football Club’s Values which are:

Unity, Initiative and Responsibility.

Responsibilities:

Data analytics 

  • Accountable for running data analytics of member data captured in commercial systems, AFL systems & CRM
  • Data analytics to break out leading and lagging indicators of key member trends and aiming to develop predictive behavior modeling so as to assist with churn retention strategies, member renewals  and new member sales.  

Overall responsibility and accountability for the nurture programme

  • Overall responsibility for the retention of members in their first and second year of membership
  • Development of a “Member Maintenance” programme that seeks to guide a member through their initial 2 years of membership. Call Centre Operators to be the front line for programme rollout.
  • Ongoing communication programmes with members facilitated though communication specialist role

Intervention strategies for vulnerable member segments

  • Identification of the most vulnerable member segments likely to churn
  • Development of reporting tools that allow these members to be identified in advance and appropriate action taken
  • Implementation of strategies to increase the retention of vulnerable member segments
  • Make recommendations relating to the members Reward & Recognition program that may drive increased retention
  • Undertake research to identify strategies to increase member retention
  • On-going management and development of a Member Benefits Program that drives membership loyalty and retention

 Personalised follow up of members where non-renewal may be likely

  • Coordination of personal follow up of non-renewals through membership team resources
  • Coordination of personal follow up of membership questions or complaints where non-renewal may be likely

Call Centre Team responsibilities

  • Process new memberships and renewals through the membership database (Archtics)
  • Ensure all inbound phone calls are answered efficiently and call wait times are minimal
  • Outbound sales and service calls at peak times, data integrity
  • Work to up-sell members according to CFC membership strategies and participation in membership up-sell

Competencies and Experience

  • Tertiary qualified in business related discipline
  • Strong working knowledge of Microsoft Office Suite  programmes
  • Demonstrated experience in analytical function and practical application into strategy development
  • Experience in customer retention and related sales campaign activities 

If you are interested in applying please forward your CV and application letter to employment@carltonfc.com.au by 5.00 pm Friday 22nd May 2015.

Please note only candidates shortlisted for an interview will be contacted