Reporting to: Membership and Customer Sales and Service Lead

Purpose

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.

Stakeholders

Internal: C-Suite, Executive General Managers, Department Heads & Managers and the wider VRC Team.
External: Suppliers, Vendors, Stakeholders, Partners, Sponsors, Members and Guests, and the wider industry networks and associations.

Focus

Inbound Communication Fulfilment: Fulfil membership sales and customer enquiries through all sales channels, with a particular focus on inbound communication.
Membership Inbox Management: Effectively monitor and manage all email enquiries related to Membership and ticketing in a timely and efficient manner.
Membership KPIs: Contribute to the overall Membership KPI’s of the club through periodic sales and revenue targets
Data Integrity: Data processing of membership renewals, new applications, membership cards and any other membership or ticketing requirements. Also ensuring data integrity and accuracy
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.
Race Day Membership Assistance: Play an active role on Race Day within the Membership, Ticketing & Customer Operations requirements.

Success Measures (KPIs)

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
Execute inbound and outbound communications to drive membership acquisition, retention and ticket sales, for each customer segment.
Ensure that all customer communications are consistent with brand messaging, tone, and style, and align with the company’s overall communication strategy.
Achieve high customer satisfaction scores through effective and timely communication, as measured through surveys or customer feedback.

Core Capabilities

Considerable experience in a membership or customer service role.
Experience working with complex databases and systems.
Exceptional written & verbal communication.
High level of sales, communication and problem-solving skills.
Sound knowledge of products and services.
Demonstrated ability to work with telephony and database booking system.
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.
Contribute to a positive and respectful team environment that values open communication, creative collaboration, and mutual support.
Manage workload effectively, with guidance from leaders, to maintain a healthy balance between high-quality creative output and personal wellbeing.
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.
Support an inclusive workplace where diverse perspectives are valued, and feedback is encouraged, constructive, and solution focused.

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.

Victoria Racing Club Limited

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Membership and Customer Sales and Services Officer