The position will work together with the General Manager, Membership & Fan Development to develop and implement a membership strategy that maximises benefits to our members and assists with the growth of our membership base. The Senior Membership Manager will also be responsible for delivering a variety of membership recruitment and retention marketing activities that accompany a successful annual membership campaign. A pivotal part of this role is to oversee the Membership Services Team and develop a strong service led strategy.
The key areas of this role will be split between project management, member satisfaction, customer service, and fan engagement initiatives, and include the following key responsibilities:
• Managing all membership programs with particular focus on retention, recruitment, database integrity, customer experience and revenue & profit growth.
• Responsibility for the development of the annual season membership campaign, including all associated branding, campaign initiatives and milestones
• Analysing data and feedback from a wide range of sources to identify trends and develop detailed plans to increase membership numbers across all categories.
• Collecting and reporting membership data including, but not limited to, demographics, categorisation, trends, and match day attendance.
• Implementing qualitative and quantitative methods to gain member and fan insights (including focus groups and surveys).
• Overseeing the Memberships Services Team Leader and ensuring that the Membership Services Team is providing exceptional communication and service to members and fans.
• Managing the Membership fulfilment budget.
• Developing and managing reserved seating strategy for Etihad Stadium.
• Ensure maximisation of game day ticketing to increase attendance and revenue.
The successful candidate will ideally have relevant tertiary qualifications, previous experience in a customer service leader role and have been involved in the development of member loyalty and recognition initiatives. The successful candidate will also demonstrate a strong understanding of the facets of high quality customer service delivery. Experience in a marketing role or exposure to marketing activities is essential, while a project management background is favourable. A minimum of three years’ experience in a commercial organisation (preferably a non-sporting organisation) is vital as well as experience working for a membership-based organisation and a strong understanding of CRM applications. This opportunity will suit those who are motivated by a challenge and have a strong customer led focus.
If you are interested in working in a challenging yet extremely satisfying position please email your resume and a cover letter outlining your key attributes to our Human Resources division by email to hr@westernbulldogs.com.au by 5pm Friday 7th September 2012.
A three (3) month probationary period applies to this position. Referees are to be provided at interview. Please note that due to the high level of interest only those applicants short listed will be contacted
