Membership Sales Officer

2 days ago

Sydney, New South Wales, Australia Buscojobs Full time

We are shortlisting applicants as they apply.

About Aligned Leisure

Aligned Leisure is a 100% owned subsidiary of the Richmond Football Club, established to manage Richmond's health, fitness, and leisure activities. Supported by the Richmond Football Club's systems and staff, Aligned Leisure operates 32 leisure centres, community stadiums, pools, gyms, theatres, and other facilities across Victoria and New South Wales.

At Aligned Leisure, culture is paramount. We are committed to developing our people in a supportive environment. Connecting to Thrive and Win means building genuine relationships with customers and staff through humour, care, storytelling, and authenticity. We seek talented individuals who fit our culture and wish to learn or develop their skills. If you are passionate about your community and committed to excellent service, we want to hear from you.

Position Purpose

The Membership Sales Officer's primary goal is member acquisition and retention at Manningham Leisure Facilities. This involves proactive prospect management, lead generation through innovative data capture strategies, and segmented communication for retention. The role emphasizes high-quality service to new members and at-risk members, including managing the member success pathway and customer service responsibilities like inquiries, tours, and administrative duties. The role requires working shifts aligned with peak member attendance.

Key Responsibilities
  1. Prospect & Lead Generation
    • Implement a best practice prospect management system for memberships and swim schools.
    • Execute the annual acquisition plan.
    • Manage prospect data with proactive follow-up.
    • Conduct outbound telemarketing.
    • Pursue new membership and swim school sales.
    • Support referral campaigns.
    • Conduct customer tours upon request.
  2. Customer Engagement & Follow-Up
    • Ensure all prospect details are recorded and followed up.
    • Follow up sampling programs with attractive offers.
    • Gather data to build prospect databases.
    • Monitor attendance for intervention with at-risk members or families.
    • Follow up on non-renewals and membership inquiries or complaints.
    • Engage with lapsed members to encourage re-joining.
  3. Member Success Pathway
    • Manage the pathway focused on new members and swim lesson families.
    • Maintain ongoing communication with first-year and at-risk members.
  4. Customer Service Desk Responsibilities
    • Provide direct service for 10 hours weekly as a Customer Experience Officer.
    • Assist with all facility programs and services outside rostered hours.
    • Address inquiries proactively and look for upsell opportunities.
    • Perform administrative duties related to frontline service.
  5. Service Delivery
    • Deliver outstanding service and memorable experiences.
    • Always consider how to treat members like family.
    • Adhere to the customer charter and service promises.
    • Perform other tasks as directed by the Head of Customer Experience & Marketing.
Key Relationships
  • Customers & Members
  • Stakeholders involved in data capture
  • Aquarena Customer Experience Captain
Essential Qualifications and Experience
  • Experience in delivering exceptional customer service
  • Current First Aid and CPR certificates
  • Working with Children's Check
Personal Attributes
  1. Customer-focused
  2. Enjoys and understands the aquatic/leisure industry, motivated to serve Aligned Leisure
  3. Disciplined in managing various role components
  4. Relentless in delivering safety and service excellence
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