Job Description
Membership and Ticketing - Membership Operations Lead
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Victorian Racing Club VRC – Flemington VIC
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Membership Operations Lead
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Reporting to: Membership Manager
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Purpose
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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.
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Stakeholders
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Internal: EGM, Senior Managers across the business, Membership, Ticketing & Customer Operations, Marketing & Communications and wider VRC team
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External: Suppliers, Vendors, Stakeholders, Partners, Sponsors, Members and Guests, and the wider industry networks and associations.
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Focus
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Membership Renewals
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Lead the formulation and execution of the member renewal campaigns end-to-end in collaboration with BAU IT
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Work closely with CRM team to build out customer journeys, marketing lists, asset requirements and offer management specifics for renewal comms
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Execute end-to-end testing of renewal campaigns prior to season rollover
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Collaborate with digital and marketing teams to review, update and approve website updates for recent membership season
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Lead the execution of member auto renewal program proactively ensure financial compliance for all members and execute processes to support this pursuit.
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Membership Fulfilment
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Lead the formulation and execution of the member fulfilment program
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Work collaboratively with third party suppliers on the timely delivery of physical and digital membership fulfilment
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Work collaboratively with marketing and design team to formulate assets required to deliver successful fulfilment program
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Proactively address member issues, present recommendations and implement solutions to improve the offering and experience.
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CRM and Data Responsibilities
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Process membership renewals, new applications, membership cards and any other membership requirements
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Maintain the integrity of membership data across CRM ensuring accuracy, compliance and effective reporting.
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Race Day Experience Delivery
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Play a key role in our member service delivery across all race days, including Melbourne Cup Carnival.
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Be present on key race days to support Membership, Ticketing and wider Customer team
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Lead the management and delivery of Member Car Parks products throughout Melbourne Cup Carnival (The Rails and The Nursery)
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Support escalation management and resolution of member issues on race days.
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Process Improvement & Operational Excellence
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Lead continuous improvement initiatives across membership operations, identifying opportunities to streamline processes, reduce manual effort and enhance the member experience.
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Document and maintain membership operational processes and procedures to ensure consistency, and continuity.
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Act as the subject matter expert for membership operations and systems for the Membership team
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Lead cross-functional planning and coordination for renewal and fulfilment projects, ensuring key deliverables are achieved within agreed timeframes.
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Support the implementation of new systems, technologies and processes that improve operational effectiveness.
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Success Measures (KPIs)
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Renewal and fulfilment programs delivered on time against agreed milestones and budget
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Reduction in renewal-related member complaints and escalations year-on-year
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High levels of data integrity maintained across CRM
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Identification and implementation of process automation and system enhancement opportunities.
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Successful delivery of membership operations across all race days and Melbourne Cup Carnival.
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Core Capabilities
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Experience in a membership role with a focus on renewals and fulfilment
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Experience working with complex databases and systems.
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High level of sales, communication and problem solving skills.
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Sound knowledge of products and services.
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Excellent attention to detail and ability to manage a multitude of tasks simultaneously.
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Sound working knowledge of computer programs, including Microsoft Office Suite.
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Demonstrated ability to work positively in a fast-paced team environment.
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Ability to work under pressure in a busy environment and meet deadlines.
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Demonstrated relationship building skills and an ability to provide high level of service with both internal and external stakeholders.
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Excellent interpersonal skills.
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Ability to work autonomously and independently productively.
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Demonstrate ownership and accountability skills.
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Exceptional time management and strong organisational skills.
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Values
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Think VRC: We deliver with one purpose and plan. We're one VRC team.
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Create Joy: We design every experience, for our members, customers and each other, to create joy.
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Be Gutsy: We are grounded in our heritage; we're brave and curious in our pursuit of a bigger future.
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F-Learn: We fail but learn, treating setbacks as opportunities for growth.
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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 (Victoria)
🏢 Victorian Racing Club VRC
📍 Victoria