Position Overview
The Corporate Customer Experience Manager is responsible for the successful delivery of positive customer experience for all corporate members, clients and their guests. To play a pivotal role in the retention of our customer base by you and your team being a key contact on event day and outside of events as required.
You and your team will drive Make Every Moment Matter across our membership base, inclusive of the Medallion Club, Diamond Club, Corporate Suites and Corporate Functions and events.
Key Responsibilities
Primary Objectives
• To manage development and retention of members by providing a first class experience at all events in the Medallion Club, Diamond Club and Corporate Suites.
• To oversee all aspects of running the Medallion Club on event and function day, including: management of operational performance, event day set-up, including floor plans and guest lists, liaise with external suppliers and attending to queries from Medallion Club members.
• Take direct operational responsibility for the successful delivery of all food and beverage aspects within all corporate areas.
• Manage financial and budgetary components of the Medallion Club match day experience in partnership with supporting departments.
• Work with the People & Culture department to create a Customer Value Proposition around Make Every Moment Matter for our members.
• To ensure a range of benefits are created year on year that entice and retain our membership base.
• Regularly liaise with all members to identify issues and opportunities for improvement.
• Actively promote the Medallion Club, Diamond Club and Corporate Suites to encourage cross-functional collaboration.
• Monitor all monthly financial data, by reviewing performance against targets.
• Identify and act on issues and cost saving opportunities.
• Analyse members’ information in related CRM tools to better understand and act upon trends.
• Collaborate with the Marketing department to co-ordinate Medallion Club branding and associated printed collateral.
• To drive stronger relationships across our Corporate Suite businesses by coaching our Corporate Suites Executive.
• To drive with the Diamond Club Manager a premium experience for our members that continues to evolve.
• To drive with our Corporate Functions Executives innovative, professional events that make us the prime location to host further events in the future.
• To support where appropriate the Corporate Sales team with the annual Medallion Club Membership renewals and sales of new Memberships.
• To provide oversight regarding the planning and implementation of staffing and associated services to ensure that events meet all hirer and patron expectations.
• To ensure we make every moment matter and deliver the ultimate customer experience for all visitors to the stadium.
Other Duties
• Perform various other duties as required.
Key Relationships & Authority
Internal
• Chief Executive Officer
• Departmental General Managers
• Direct reports
• Client Services
• Marketing & Communications
External
• Medallion Club members
• External Contractors - Manage the ongoing relationship and contract terms with service providers to ensure that services and activities are delivered in a timely and efficient manner
• AFL Corporate Sales team
• Suppliers
• Contractors
Please apply via this link:
https://www.seek.com.au/job/34953612?type=standard&userqueryid=a004f54b57167f86deeaea20cf793a9b-0002859
Applications close December 1st
