POSITION TITLE: Supporter Experience Officers

ORGANISATION: Richmond Football Club

REPORTS TO: Membership Sales Executive &/or
Retail Marketing Manager

KEY LINKS: Richmond Football Club members and supporters

DIRECT REPORTS: Nil

TYPE OF EMPLOYMENT: Casual (Predominantly match day & club events)
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POSITION

Supporter Experience Officers are being sought for the 2011 AFL football season. You will be hired on a casual basis to assist with
• Membership Sales & Service on match days and nights
• Retail Sales & Service on match days and nights
• Sales & Service at Club events such as Family Day, Members Inductions and other Club events
• Retail Sales & Service during RFC training or other peak times

It should be highlighted from the outset that hours will be irregular and the role is best suited to people who see this as an opportunity to gain valuable experience in the Commercial Operations team of an AFL football club. You must also be able to demonstrate a passion for delivering outstanding service.

POSITION OBJECTIVE:

Richmond Football Club members and supporters (fans) are the most passionate and loyal in the AFL. Therefore, they deserve the very best in service and support from staff at their football club.

Supporter Experience Officers number one priority is to WOW our fans with service quality that exceeds their expectations in every transaction they have with us. Whether you are working in Membership or Retail on game days, family days or other club events, you will be relentless in your delivery of outstanding service.

KEY OBJECTIVES:

1. Delivery of outstanding service to our fans

2. Recognising and responding to sales opportunities

3. Recognising and responding to opportunities to upsell into higher yield products

4. Recognising and responding to opportunities for referral business


RESPONSIBILITES:
Membership
• Provide exceptional customer service at all times
• To help join new members and renew existing members on match days
• Cross sell Retail via membership transactions
• Effectively resolve any member issues
• To represent the RFC at functions selling memberships or working at Club functions

Retail
• Provide exceptional customer service at all times
• Assist Richmond fans with retail purchases
• Up-sell retail products to improve average transaction value
• Cross sell Membership via Retail transactions
• Meet daily sales targets
• To represent the RFC at functions selling Retail or working at Club functions


DESIRABLE EXPERIENCE/QUALITIES:
1. Exceptional customer service
2. Experience working in a sales capacity an advantage but not a necessity
3. An ability to communicate with a diverse array of people
Supporter Experience Officers may from time to time be required to undertake other tasks as directed by the Member & Retail Operations Manager.


Please forward a 2 PAGE MAXIMUM application to;
Emily Moody
Membership and Communications Engagement Officer
Richmond Football Club
emoody@richmondfc.com.au


Application should include

1. Relevant personal details
2. How you would ensure that you deliver outstanding service in each and every transaction with our fans and any examples you may have
3. Any relevant experience you may have
4. Your current work and or study commitments
5. Availability


Applications being taken immediately.