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 recent 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 recent 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 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

📌 Membership and Ticketing (Melbourne)
🏢 Colonial Group
📍 Melbourne