Membership and Retention Executive

2 weeks ago

Townsville, Queensland, Australia NQ Cowboys Ltd Full time

About the Cowboys Group

The NQ Toyota Cowboys Group of companies are a cornerstone of the North Queensland community and a major contributor to the regional economy for over 30 years. We enjoy the largest geographical footprint in the National Rugby League and are committed to excellence both on and off the field.

About the Role

As the Membership and Retention Executive, you will play a pivotal role in delivering exceptional experiences to our members, the heart of our club. You will be responsible for the sale and retention of memberships, contributing positively to the Membership department and its objectives. This role is ideal for someone who thrives in a fast-paced environment, enjoys building relationships, and is passionate about providing outstanding service to our membership family.

Key responsibilities

  • Process new and renewing memberships, including financial transactions and database entry
  • Audit and check previously processed memberships, allocate seats, and print bar-coded tickets
  • Follow up on email bounce backs and returned parcels, and assist with direct mailouts
  • Generate sales through outbound calls, emails, face-to-face engagement, networking, and sales events, including game day activations
  • Deliver professional, proactive customer service and resolve complaints in a timely manner
  • Foster relationships to create the ultimate member experience
  • Assist with ongoing growth and management of the CRM, ensuring accurate and timely data entry
  • Support game-by-game ticket sales for home games and daily reconciliation of the system
  • Promote the benefits of Cowboys membership over single-game ticket purchases

Qualifications & Certificates

  • Relevant qualifications in Business Administration, Customer Engagement, or Retail are highly desirable
  • Current driver's licence
  • Working with Children Check (Blue Card) or the ability to obtain one

Relevant Experience and Key Competencies/Skills

  • Minimum two years' experience in retail sales or a similar environment
  • High-level computer literacy, with proficiency in Microsoft Office Suite
  • Experience with CRM software/systems (highly regarded)
  • Excellent communication and interpersonal skills, with the ability to effectively liaise with a diverse range of stakeholders
  • Strong organisational and time management skills, with the ability to prioritise and multitask
  • High attention to detail and a high level of accuracy in all output
  • Ability to deal with confidential situations with maturity and discretion
  • Demonstrated ability to resolve issues with effective negotiation and customer service skills
  • A collaborative mindset and the ability to work effectively within a team environment
  • Flexibility to work outside standard hours, including game days and events

Why you'll love it here

  • Be part of a vibrant and well-respected organisation with a strong community focus
  • Work in a supportive team environment with opportunities for professional development
  • Enjoy staff benefits across the Cowboys Group of companies

For a confidential discussion about this position, please contact Chris Fleming, Head of Human Resources on or send your enquiry to

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