Membership and Customer Sales and Services Officer

Our Club

At Victoria Racing Club (VRC), 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 Culture

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.

Reporting to: Membership and Customer Sales and Services Lead

Values

Purpose

To provide exceptional service to all members, customers and stakeholders through all channels including on race day, and deliver operational excellence through all outputs of Membership, Ticketing and Customer Service with a focus on inbound communications and inbox management.

Stakeholders

Internal: Membership, Ticketing and Customer Operations Team, Internal VRC Stakeholders.

External: Members, General Public, Corporate Clients, Partners

Focus

• Inbound Communication Fulfilment: Fulfil membership sales and customer enquiries through all sales channels, with a particular focus on inbound communication.
• Membership Inbox Management: Effectively monitor and manage all email enquiries related to Membership and ticketing in a timely and efficient manner.
• Membership KPIs: Contribute to the overall Membership KPI's of the club through periodic sales and revenue targets
• Data Integrity: Data processing of membership renewals, new applications, membership cards and any other membership or ticketing requirements. Also ensuring data integrity and accuracy
• Member & Patron Servicing: Answer inbound communication in a timely and pleasant manner, capturing and recording the premise of each contact and undertake follow up calls where necessary.
• Race Day Membership Assistance: Play an active role on Race Day within the Membership, Ticketing & Customer Operations requirements.

Success Measures (KPIs)

• Efficiency and Timeliness: Ensure that customer communications are delivered on time and are free from errors or delays. Also, an ability to resolve customer enquiries on first contact
• Membership and Ticket Sale Growth: Execute inbound and outbound communications to drive membership acquisition, retention and ticket sales, for each customer segment.
• Communications Consistency: Ensure that all customer communications are consistent with brand messaging, tone, and style, and align with the company's overall communication strategy.
• Customer Satisfaction: Achieve high customer satisfaction scores through effective and timely communication, as measured through surveys or customer feedback.

Core Capabilities

• Considerable experience in a membership or customer service role.
• Experience working with complex databases and systems.
• Exceptional written & verbal communication.
• High level of sales, communication and problem-solving skills.
• Sound knowledge of products and services.
• Demonstrated ability to work with telephony and database booking system.
• Excellent attention to detail and ability to manage a multitude of tasks simultaneously.
• Ability to manage multiple projects simultaneously, working efficiently under pressure to meet deadlines.
• Contribute to a positive and respectful team environment that values open communication, creative collaboration, and mutual support.
• Manage workload effectively, with guidance from leaders, to maintain a healthy balance between high-quality creative output and personal wellbeing.
• Demonstrated relationship building skills and an ability to provide high level of service with both internal and external stakeholders.
• Excellent interpersonal skills.
• Ability to work autonomously and independently productively.
• Support an inclusive workplace where diverse perspectives are valued, and feedback is encouraged, constructive, and solution focused.

VRC Benefits

• Hybrid work - work from home & onsite at Flemington Racecourse
• Work with a great team & have fun while you work
• Join a company that wants to develop your career
• Health and Wellbeing programs including fitness classes, EAP and more
• Industry ticketing including VRC Staff Membership
• Free Travel Insurance