Job Description
Membership and Customer Sales and Services Officer
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Reporting to: Membership and Customer Sales and Service Lead
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Purpose
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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.
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Stakeholders
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Internal:C-Suite, Executive General Managers, Department Heads & Managers and the 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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Inbound Communication Fulfilment: Fulfil membership sales and customer enquiries through all sales channels, with a particular focus on inbound communication.
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Membership Inbox Management: Effectively monitor and manage all email enquiries related to Membership and ticketing in a timely and efficient manner.
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Membership KPIs: Contribute to the overall Membership KPI's of the club through periodic sales and revenue targets
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Data Integrity: Data processing of membership renewals, new applications, membership cards and any other membership or ticketing requirements. Also ensuring data integrity and accuracy
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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.
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Race Day Membership Assistance: Play an active role on Race Day within the Membership, Ticketing & Customer Operations requirements.
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Success Measures (KPIs)
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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
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Execute inbound and outbound communications to drive membership acquisition, retention and ticket sales, for each customer segment.




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Ensure that all customer communications are consistent with brand messaging, tone, and style, and align with the company's overall communication strategy.
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Achieve high customer satisfaction scores through effective and timely communication, as measured through surveys or customer feedback.
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Considerable experience in a membership or customer service role.
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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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Demonstrated ability to work with telephony and database booking system.
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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.
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Contribute to a positive and respectful team setting that values open communication, creative collaboration, and mutual support.
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Manage workload effectively, with guidance from leaders, to maintain a healthy balance between high-quality creative output and personal wellbeing.
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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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Support an inclusive workplace where diverse perspectives are valued, and feedback is encouraged, constructive, and solution focused.
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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.
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📌 Membership And Customer Sales And Services Officer (Victoria)
🏢 Victoria Racing Club
📍 Victoria