Lead Membership Engagement for an Iconic Australian OrganisationVictoria Racing Club (VRC) is seeking a Customer Engagement Lead to play a critical role in shaping and delivering exceptional member experiences across one of Australia's most prestigious sporting and cultural institutions.This role is ideal for an experienced customer engagement, loyalty, membership, events or marketing professional who is passionate about creating memorable experiences, building strong member relationships, and delivering engagement initiatives that drive retention, loyalty and advocacy.About the RoleReporting to the Membership Manager, you will lead the development and delivery of member engagement strategies, programs and experiences that enhance the value of VRC membership and strengthen connections with our members.Working closely with teams across Membership, Events, Marketing, Customer Operations, CRM and Commercial Partnerships, you will help deliver best-in-class experiences across race day and non-race day touchpoints, ensuring members feel valued throughout their membership journey.Key ResponsibilitiesMember Engagement ProgramsLead the planning and delivery of member engagement initiatives aligned with VRC's membership strategyDevelop and execute member experiences across race day and non-race day eventsSupport member onboarding programs to create a seamless and welcoming experience for new membersImplement retention initiatives and member value propositions across key member segmentsPartner with CRM and Events teams to deliver annual member engagement calendars and communicationsDevelop and execute member offers and benefits through sponsor and partner relationshipsMember Experience & InsightsCollect and analyse member insights,



survey results and market research to inform engagement initiativesSupport customer journey mapping and identify opportunities to improve the end-to-end member experienceMonitor member sentiment and implement initiatives that improve member outcomesDevelop programs that enhance both race day and non-race day experiencesUse data and customer feedback to drive engagement and retention strategiesRace Day Experience DeliveryLead the planning and delivery of member events and experiences across all race days, including the Melbourne Cup CarnivalCollaborate with Events & Experience teams to create memorable and valuable race day experiencesCoordinate cross-functional stakeholder groups to deliver member engagement initiativesSupport member issue resolution and escalations where requiredIdentify opportunities with sponsors and partners to enhance the member experienceProcess Improvement & Operational ExcellenceDrive continuous improvement across member engagement programs and processesMonitor program effectiveness and provide recommendations based on performance insightsMaintain documentation and records relating to member initiatives and experiencesSupport the implementation of new systems, technologies and processes that improve engagement outcomesIdentify new opportunities to enhance member value and participationWhat You'll BringSignificant experience in membership, customer engagement, loyalty, marketing,



events or a related fieldDemonstrated experience developing and executing engagement and retention strategiesStrong stakeholder management and influencing capabilitiesExperience using customer insights, data and research to inform decision-makingExcellent project management and organisational skillsStrong communication, presentation and facilitation abilitiesA customer-first mindset with commercial acumenExperience working with CRM systems and customer journey designThe ability to lead initiatives across multiple teams and deliver outcomes in a fast-paced environmentA proactive, team-oriented and solutions-focused approachWhat's on OfferBe part of delivering iconic experiences, including the Melbourne Cup CarnivalShape the engagement strategy for one of Australia's most recognised membership communitiesWork with a passionate, collaborative and high-performing teamOpportunity to drive innovative member experiences and make a meaningful impactAccess to a dynamic and exciting events environmentOur ValuesAt VRC, our people are guided by shared values:Think VRC — We deliver with one purpose and plan as one team.Create Joy — We design experiences that bring joy to our members, customers and each other.Be Gutsy — We honour our heritage while being brave and curious about the future.F‐Learn — We learn from setbacks and treat them as opportunities for growth.Care Deeply — We genuinely care about our people, members, customers and community.You must have the legal right to work in Australia.Appointment to the role is subject to meeting the Victoria Racing Club's employment requirements, which may include (but are not limited to) reference checks, and a National Criminal History Check.
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📌 Customer Engagement Lead (Melbourne)
🏢 Victoria Racing Club
📍 Melbourne