Membership and Ticketing - Membership Operations Lead

Victorian Racing Club VRC – Flemington VIC

Membership Operations Lead

Reporting to: Membership Manager

Purpose

To lead the delivery of all key membership operations, with a focus on end to end planning and execution of member renewals and fulfilment and providing subject matter expertise and operational leadership across the Membership team.

Stakeholders

- Internal: EGM, Senior Managers across the business, Membership, Ticketing & Customer Operations, Marketing & Communications and wider VRC team
- External: Suppliers, Vendors, Stakeholders, Partners, Sponsors, Members and Guests, and the wider industry networks and associations.

Focus

Membership Renewals

- Lead the formulation and execution of the member renewal campaigns end-to-end in collaboration with BAU IT
- Work closely with CRM team to build out customer journeys, marketing lists, asset requirements and offer management specifics for renewal comms
- Execute end-to-end testing of renewal campaigns prior to season rollover
- Collaborate with digital and marketing teams to review, update and approve website updates for new membership season
- Lead the execution of member auto renewal program proactively ensure financial compliance for all members and execute processes to support this pursuit.

Membership Fulfilment

- Lead the formulation and execution of the member fulfilment program
- Work collaboratively with third party suppliers on the timely delivery of physical and digital membership fulfilment
- Work collaboratively with marketing and design team to formulate assets required to deliver successful fulfilment program
- Proactively address member issues, present recommendations and implement solutions to improve the offering and experience.

CRM and Data Responsibilities

- Process membership renewals,



new applications, membership cards and any other membership requirements
- Maintain the integrity of membership data across CRM ensuring accuracy, compliance and effective reporting.

Race Day Experience Delivery

- Play a key role in our member service delivery across all race days, including Melbourne Cup Carnival.
- Be present on key race days to support Membership, Ticketing and wider Customer team
- Lead the management and delivery of Member Car Parks products throughout Melbourne Cup Carnival (The Rails and The Nursery)
- Support escalation management and resolution of member issues on race days.

Process Improvement & Operational Excellence

- Lead continuous improvement initiatives across membership operations, identifying opportunities to streamline processes, reduce manual effort and enhance the member experience.
- Document and maintain membership operational processes and procedures to ensure consistency, and continuity.
- Act as the subject matter expert for membership operations and systems for the Membership team
- Lead cross-functional planning and coordination for renewal and fulfilment projects, ensuring key deliverables are achieved within agreed timeframes.
- Support the implementation of new systems, technologies and processes that improve operational effectiveness.

Success Measures (KPIs)

- Renewal and fulfilment programs delivered on time against agreed milestones and budget




- Reduction in renewal-related member complaints and escalations year-on-year
- High levels of data integrity maintained across CRM
- Identification and implementation of process automation and system enhancement opportunities.
- Successful delivery of membership operations across all race days and Melbourne Cup Carnival.

Core Capabilities

- Experience in a membership role with a focus on renewals and fulfilment
- Experience working with complex databases and systems.
- High level of sales, communication and problem solving skills.
- Sound knowledge of products and services.
- Excellent attention to detail and ability to manage a multitude of tasks simultaneously.
- Sound working knowledge of computer programs, including Microsoft Office Suite.
- Demonstrated ability to work positively in a fast-paced team environment.
- Ability to work under pressure in a busy workplace and meet deadlines.
- 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.
- Demonstrate ownership and accountability skills.
- Exceptional time management and strong organisational skills.

Values

Think VRC: We deliver with one purpose and plan. We’re one VRC team.

Create Joy: We design every experience, for our members, customers and each other, to create joy.

Be Gutsy: We are grounded in our heritage; we’re brave and curious in our pursuit of a bigger future.

F-Learn: We fail but learn, treating setbacks as opportunities for growth.

Care Deeply: We genuinely care about each other: our people, our members, are customers and our community.

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📌 Membership and Ticketing - Membership Operations Lead (Melbourne)
🏢 Victorian Racing Club VRC
📍 Melbourne