Membership and Ticketing - Membership Operations Lead

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.

• 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. 

• 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.

• • 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, 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.