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 quick-paced team environment.
Ability to work under pressure in a busy environment 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.
#J-*****-Ljbffr

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