POSITION TITLE: Supporter Experience Officers
ORGANISATION: Richmond Football Club
REPORTS TO: Retail Store Manager &/or Membership Manager
KEY LINKS: Richmond Football Club members and supporters
DIRECT REPORTS: Nil
TYPE OF EMPLOYMENT: Casual
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POSITION
Supporter Experience Officers are being sought for the 2012 AFL football season. You will be hired on a casual basis to assist with:
• Retail Sales & Service out of season and on match days and nights
• Membership 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 Consumer 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 Retail or Membership, whether that be 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:
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
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
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 Retail Store Manager or the Membership 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. Customer Service Experience
3. Any other relevant experience you may have
4. Your current work and or study commitments
5. Availability
Applications being taken immediately.
