The Essendon Football Club has a reputation as a leader in the Australian sports industry, with well established values and behaviours.  Driven to be recognised and respected as the most successful sporting club in Australia, both on and off the field, we are now seeking an experienced Customer Service  and Membership professional to join our Consumer Business team as Acting Head of Membership for a fixed term 8 month contract.

Reporting to the General Manager, Consumer Business you will oversee the day to day running of the Membership department, driving overall strategy and planning for membership products, pricing and marketing plans as well as acting as the key contact / liaison between membership team and GM / Executive team. This role is also ultimately responsible for one of the largest contributing budgets to the organisation. 

The ‘Acting’ role will be required for a minimum of 8 months between 21/07/2014 and 20/03/2015, with an option to extend should the existing Head of Membership choose to extend her period of club-approved maternity leave.

The role covers the below key areas;

  • Day to day management of the Membership department to ensure annual KPIs are met
  • Lead a team by setting priorities, managing expectations, motivating and encouraging high performance behaviours and managing the development and career path of the team
  • Oversee the seamless and timely delivery of Membership fulfilment program to renewing and newly acquired members, including setting of and tracking to agreed fulfilment delivery KPIs and budget
  • Manage the Membership Co-ordinator in developing and implementing the member fulfilment campaign, national ticketing strategy, seat re-sale program and other ticketing initiatives
  • Management of the Member Services Team Leader in setting expectations and managing workload for the front of house service team to ensure service standards and targets are delivered
  • Lead the Manager, Retention & Engagement in setting strategies to attract and retain members in order to meet growth and yield targets
  • Member database management – manage the strategic implementation and reporting on all operational processes in relation to data capture, maintenance and servicing of current or potential members
  • Design and execute operational plan to deliver insight supporting higher margins and increase in net contribution
  • Ownership and management of September 2014 and January 2015 budget forecasts

The successful candidate will have the following attributes:      

  • Experience in developing and managing marketing campaigns
  • Experience using data and market research analysis to develop strategy
  • Understanding of market segmentation and product development
  • Experience developing Marketing & Communication strategies
  • Demonstrated experience managing a customer facing team
  • Excellent organisational and time management skills and the ability to work well under pressure on a variety of tasks
  • Conflict management and resolution
  • Computer skills in word processing, spreadsheets and databases
  • An understanding of the challenges faced in customer service environment
  • Experience using a CRM system
  • Experience working for a membership organisation    

To apply in strict confidence or to seek a position description, please send your application to recruitment@essendonfc.com.au

Applications close 5pm Friday, 20th June 2014.

Please note that this role will be subject to background checks.