Member Service and Ticketing Officer

3 weeks ago

Melbourne, Victoria, Australia Melbourne Football Club Full time

As the pioneers of the AFL, The Melbourne Football Club holds a special place in history. Our legacy dates back 165 years, when we wrote the rules of the game. We became the inaugural VFA/VFL/AFL Club and still carry the distinction of being the oldest professional sporting club in the world. Our vision of the future has been shaped by the foundations of our past. A foundation which created the Demon Spirit.

At Melbourne, we're proud. Proud of our rich history, proud of our values, with Trust, Respect, Unity, and Excellence at our core. Proud of our people, who live these values each and every day. Proud of our passion, our colours and our spiritual home. We're proud to belong.

ABOUT THE ROLE

An exciting opportunity has arisen for a Member Service & Ticketing Officer to join our Membership Department. This role is responsible for delivering excellent customer service to our members and member groups, while delivering ticketing programs to internal and external stakeholders of the Melbourne Football Club.

This is a full-time position, commencing in April of 2025.

KEY AREAS OF RESPONSIBILITY

  • Provide exceptional customer service to our members through written and verbal communication and ensure the membership customer service KPIs are achieved.
  • Outbound calls to members and supporters selling membership products or assisting with member inquiries.
  • Manage escalated member complaints where required.
  • Coordinate internal ticketing requests for all Melbourne games.
  • Coordinate all Melbourne Finals and Grand Final requirements for internals.
  • Coordinate all ad hoc ticketing requests from external stakeholders including partners and charity partners.
  • Service Club Supporter Groups including local and interstate supporter groups.
  • Manage ticketing and assist with membership operations on match day.
  • Assist in the operational management of our customer service platform Zendesk and ensure best practice CX.
  • Ensure all automated customer touch points are up to date and accurate.
  • Regular monitoring of the member help centers to increase self-service rates.
  • Regular reporting of key CX stats.

THE IDEAL CANDIDATE

You are someone who has a genuine care for servicing and loves to build and maintain strong relationships with a diverse range of stakeholders. Self-motivated and results driven, you'll bring a proactive approach to your work and thrive both independently and as part of a team. You will be confident in using the Microsoft Office Suite, especially Excel and PowerPoint, and have experience in ticketing systems such as Archtics and Zendesk.

You enjoy working with data, using your skills in segmentation and marketing to help deliver targeted campaigns. Your developed project management and organizational skills will enable you to multitask, prioritize and meet deadlines in a dynamic environment. Your dedication to achieving results and passion for delivering exceptional work will make you a valuable addition to the team.

PERKS & BENEFITS

This position presents the opportunity to work in a unique environment at one of the world's most iconic sporting stadiums, the Melbourne Cricket Ground.

Our people thrive within a club that is committed to a standard of excellence and supported by a culture of wellbeing and balance. As a Melbourne Football Club employee, you will have access to unique perks and benefits including:

  • Access to a range of AFL/AFLW special and unique events that the whole family can enjoy.
  • A fridge full of healthy and delicious snacks to enjoy and fresh fruit delivered weekly.
  • Hybrid work environment with 'Start Monday your Way' with a 10am start to kick off the week, and Work From Home Wednesdays.
  • Ongoing commitment to your personal and professional development.

HOW TO APPLY

If this sounds like the right opportunity for you, please submit a cover letter and CV outlining your suitability for the role.

Applications close 5pm Thursday 20th March 2025. Please note that interviews may commence prior to closure date.

The Melbourne Football Club is an equal opportunity employer and encourages applications from suitably qualified and diverse candidates. If you believe that you have the passion, dedication, and potential to contribute to our organisation but may not meet all the specified selection criteria, we still encourage you to get in touch with us. We recognise that talent comes in many forms and that unique skills and experiences can be valuable assets to our club.

Please note that due to the overwhelming number of applications received by the Club, we are unable to reply to every application. Only those applicants selected for an interview will be contacted.

Our Commitment to Safeguarding Children & Young People

Melbourne Football Club is committed to and takes seriously its responsibility to provide an environment for children and young people that is caring, nurturing and safe. We expect representatives of the Club, regardless of their role or level of responsibility, to act to safeguard children and young people, and support such an environment.

This role will be subject to relevant pre-employment checks, including a National Police Check and a Victorian Working with Children Check.

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