Membership Retention Officer

**Introduction**:
The GIANTS are on an exciting journey both on and off the field. With teams in the AFL, the AFL Women’s League and Super Netball competitions, the GIANTS truly are a club like no other.

On field, the AFL team has quickly grown into one of the competition’s most exciting teams with several players becoming household names across the country. Likewise, the on-field achievements of our AFL Women’s and GIANTS Netball teams are seeing the club connect with more fans and followers than ever before.

Off field, the club’s exciting, innovative, and fresh brand is growing as it engages with members, fans, the community and key stakeholders across Western Sydney, Canberra and Nationally.

The GIANTS’ AFL and AFL Women’s teams are based at the club’s elite training and administration facility in Sydney Olympic Park, with GIANTS Netball based adjacent at Netball Central.

At the heart of our brand, there’s a GIANT in all of us, is the belief that everyone is a GIANT and by living our values and commitments we will deliver on our purpose - To create a club like no other that delivers the best family entertainment, wins premierships and enriches the lives of people in Western Sydney, Canberra and broader communities.

**Description**:
The Membership Retention Officer will play a pivotal role in connecting and retaining our existing GIANTS members. Building and implementing a thorough retention strategy, with the ability to identify and retain members that are unlikely to renew is the primary objective this role. This will be done through segmented communications, relevant messaging, intervention where nonrenewal appears likely and high levels of customer service, particularly to first year members through the Bigger In Orange campaign and core pillars that underpin this.

You will be required to at times work autonomously and will be accountable in achieving daily retention targets through a combination of inbound and outbound calls. You will be responsible for ensuring all membership enquiries are responded to in a timely and accurate manner whilst maintaining the highest levels of customer service.

Responsibities include

Oversee and implement a structured development retention strategy.
Enhance member satisfaction levels by developing initiatives as a result of the annual Membership Satisfaction Survey outcomes and ensure a consistent feedback loop in maintained by communicating these initiatives back to members.
Ensure a proactive approach is taken to engaging with non-members to sell supporter memberships.
Assist with member engagement initiatives at all home matches and member events.
- Provide superior customer service to all members and fans of the GIANTS
- Be the first point of contact for all customer enquiries, member queries and responsible for timely resolution (Inbound and Outbound).
- Maintain a strong level of data integrity and privacy.

Provide support for database issues and resolution, liaising with AFL Shared Services and working with the Ticketmaster Archtics platform and Salesforce.

**Skills and Experiences**:
Customer service skills.
Strong interpersonal skills and high attention to detail.
Experience with large databases and the ability to multitask.
Experience working in a Membership and Ticketing environment is highly regarded.
Strong communicator that can multitask and be a key contributor to the team in high pressure scenarios.
Previous experience in Salesforce CRM and ticketing systems (Ticketmaster’s ARCHTICS database system) is highly desired.
Competent in Microsoft office suite, in-particular excel for reporting and data analysis.