Membership & Customer Sales & Services Lead

Job Description

At Victoria Racing Club, our mission is to be treasured by all as a world leader in racing and event entertainment, guaranteeing an unrivalled experience. We believe this doesn’t stop with the experience we provide for our customers; the experience we provide for our team is just as important. Our values of Innovation, Collaboration, Excellence and Integrity guide the decisions we make, the way we interact with each other and provide the basis for a great culture. The Opportunity The Membership and Customer Sales and Servicing Lead is responsible for overseeing the day-to-day of the membership and customer sales and service functions, ensuring high levels of member engagement, satisfaction, and retention. This role works closely with the Membership & Ticketing Sales and Service Manager to implement strategies that drive membership sales, enhance customer service experiences, and maintain operational excellence. The Membership and Customer Sales and Servicing Lead will also provide guidance and support to team members, ensuring that service goals are met and that a customer-first approach is maintained. Key Accountabilities Team Support and Leadership Lead and supervise a team of membership and customer service representatives, providing direction, training, and support to ensure they meet performance expectations. Assist in creating a positive work environment, promoting teamwork, and ensuring all team members are motivated and equipped to succeed. Provide coaching and feedback to team members, helping them develop skills in customer engagement, problem-solving, and sales techniques. Sales and Retention Support the implementation of strategies to attract new members and retain existing ones, ensuring the organisation meets its membership targets. Oversee the acquisition process for new members, ensuring a seamless experience from sign-up to onboarding. Monitor membership renewals and work to ensure members are retained through personalised outreach and engagement efforts. Support sales of ticketing and premium hospitality to drive revenue, with an appropriate level of service for each customer segment. Customer Service Ensure that all customer inquiries, issues, and feedback are addressed promptly and professionally, maintaining a high level of satisfaction. Assist with managing day-to-day customer service operations. Resolve customer complaints ensuring swift and effective resolution. Collaborate with Membership Communications Coordinator to develop responses to email communications to ensure consistency and clarity in messaging to members and customers. Sales Support and Performance Tracking Work with the team to meet sales targets for memberships, renewals, and upselling of additional services or products. Develop daily, weekly, and monthly service KPIs for team members, monitor performance, and ensure alignment with VRC membership strategies. Implement improvements of membership and service processes, ensuring efficiency and effectiveness. Data and Operations Assist in tracking and reporting on key performance metrics (KPIs) such as membership growth, customer satisfaction, and service response times. Ensure and maintain data governance for all customer records and ensure data accuracy in CRM systems. Collaborate with Membership Operations Coordinator to develop processes to ensure smooth end-to-end membership renewal and acquisition processes. Contribute to the preparation of reports related to membership statistics, customer service metrics, and operational efficiencies. As we operate in the events and hospitality space this role will be required on occasion to work evenings and weekends which is compensated through a time in recognition policy. Experience & Qualifications A bachelor’s degree in Business, Marketing, Communications, or a related field or further qualifications are highly desirable. Experience with membership-based organisations or customer relations. Strong communication and interpersonal skills, with the ability to connect with members and customers and resolve issues effectively. Proven ability to meet or exceed sales targets and customer service goals. Strong organisational skills with attention to detail and the ability to handle multiple tasks simultaneously. Proficiency in CRM software and Microsoft Office applications (Excel, Word, Outlook). A customer-centric approach, with a commitment to delivering exceptional service. Ability to work collaboratively and foster a team-oriented environment. Adaptable and solution-oriented, with the ability to respond to changing customer needs and organisational priorities. Exceptional leadership and communication skills, with the ability to inspire, influence, and develop teams. Advanced problem-solving skills, with the ability to think creatively and strategically to resolve issues and optimise processes. What’s in it for you? Work in a great team. Be a part of our iconic racing club and “The race that Stops the Nation.” Join a company that wants to develop your career. Health and Wellbeing programs including EAP. Work in beautiful surroundings at Flemington racecourse. How to Apply If this sounds like you and feel you meet the above criteria, then apply now by forwarding your resume with a cover letter. Previous applicants need not reapply. You will be required to meet VRC's employment criteria which may include but not be limited to reference checks, VEVO check and a National Police check. Seniority level Associate Employment type Full-time Job function Sales, Customer Service, and Administrative Industries Sports Teams and Clubs and Entertainment Providers #J-18808-Ljbffr