Membership Team Lead

About the Carlton Football Club

The Carlton Football Club is one of Australia’s oldest and most prominent sport institutions. Founded in 1864, the Club’s headquarters and training facilities are located in Carlton at IKON Park, our traditional home ground. Our IKON Park redevelopment is now complete, and we are proud of our state-of-the-art facilities that supports our high-performance environment. We are passionate about our contribution to the Community and foster an inclusive and welcoming culture where our values are at the core of who we are and what we do.

About the Role

The Carlton Football Club’s Membership Team Lead is responsible for generating the maximum number of membership sales whilst helping build the strongest possible connection with its members. The Membership Team Lead (MTL) is responsible for the acquisition, retention and ultimately the overall growth of the club’s membership numbers and revenue.

The Membership Team Lead will hold the accountability, with key stakeholders, to create and execute sales plans and programs, to engage and grow the club’s member and fan bases and be relentless in their drive to maximise members.

In addition, the Membership Team Lead will be responsible for managing all direct reports to execute all plans with a sales and service focus, driving the team’s performance and coaching team members as required. Membership Sales Officers who are employed to work seasonally will report directly to this role. Paramount to the success of this role will be the proven ability to lead and motivate the team to deliver on targets and KPIs, whilst creating an energetic sales environment and culture.

All roles within the membership team are responsible for ensuring all membership enquiries are responded to in a timely and accurate manner via phone, emails and face-to face with a key sales and customer service focus.

As part of this role, you will also demonstrate commitment to and alignment with the Carlton Football Club’s values.

Key Responsibilities

• Oversight of new memberships and renewals through the membership database (Archtics)
• Oversee the accuracy of all personal details, ensuring that all data is entered correctly and accurately into the database
• Actively pursue sales and upgrade strategies to drive membership growth
• Undertake outbound sales calls to unrenewed members, prospects, and sales calls to upgrade membership packages
• Actively identify upsell opportunities for members
• Strive to exceed the customer’s expectations, where the standards and level of service received exceed what the customer could reasonably define as normal or expected
• Ensure all inbound phone calls and emails are answered efficiently and call wait times are minimal
• Respond in a timely and appropriate manner to all customer communications
• The ability to effectively lead and coach a high-performance sales team to deliver upon targets and KPIs
• Generate a vibrant sales culture in line with best practice through a collaborative and positive leadership style
• Encourage and support high performance and provide feedback on a regular basis
• Set team and individual targets and coach the team to be able to meet these targets, inspiring others to work towards team KPI’s and the club’s vision
• Create sales plans to grow membership numbers and club revenue
• Implement and manage the execution of sales plans within the membership team
• Generate membership leads using the existing database, referrals, and other relevant campaigns to meet sales targets
• Achieve personal and pre-determined sales targets in line with campaign planning
• Gather data through ticketing agencies and club events ensuring maximum conversion to membership
• Identify behaviors or personal traits that make fans more likely to consider signing up as a member
• Actively pursue new membership sales opportunities by implementing a best practice prospect management system
• Oversee the management of all prospect data ensuring proactive and timely follow ups
• Develop and execute tailored offers to follow up the sales of matchday ticket sales
• Collaborate across departments to maximise opportunities for consumer growth and membership engagement
• Liaising with stadium staff in the lead up to home games, to ensure a premium experience is delivered on matchday for certain membership tiers
• Provide additional support on matchday to membership spaces/functions
• Internal liaison to ensure talent, AV and entertainment is delivered on matchday
• Complete off-season preparation to ensure each matchday experience is a positively memorable one

Experience, Skills and Attributes

• Relevant tertiary qualifications in Sports management and/or minimum of two years’ experience in managing or leading high-performing teams
• 1-2 years demonstrated sales experience, preferably in sporting, retail or health club sales
• Ability to manage and maintain strong relationships
• Strong sales and customer service background
• The ability to actively problem solve and handle escalations as required
• Previous experience with Archtics (CRM system) would be seen as an advantage but is not mandatory
• Excellent communication skills, written and verbal, with the ability to work collaboratively across teams and locations
• Working knowledge of Microsoft office – Including Word, Excel and Outlook
• Strong attention to detail, communication, time management and organisational skills
• Understanding of or an interest in AFL
• Ability to work in a fast-paced environment
• Positive, warm and engaged attitude
• Strong attention to detail
• Highly organised
• Strong interpersonal and negotiation skills
• Enjoy working in a team environment

Benefits and Culture

Carlton’s values underpin how the Club operates, describing how our people work together, interact and behave. The Club is passionate about its culture, focused on cultivating a unique sense of belonging and connection. In addition, we offer our people flexible working, learning and development opportunities, as well as employee benefits such as membership, café and retail discounts, alongside working in a world-class sporting amenity.

How to Apply

Please submit your current resume and cover letter addressed to the People and Culture Advisor by 11:55pm Wednesday 17 September.

The Carlton Football Club is an equal opportunity employer and a place who welcomes all. We encourage people with diverse experiences and backgrounds to apply. This includes, but is not limited to, those from the Aboriginal and Torres Strait Islander, Culturally and Linguistically Diverse, and LGBTQIA+ communities. We are committed to fostering a workplace environment which is inclusive, safe, and flexible. All applicants will be considered based on the relevance of their abilities to the role and their alignment with our Club Values.

The Carlton Football Club is committed to providing a welcoming environment where the safety and wellbeing of all children and young people involved in our programs, services, activities, events, and the broader community, will always be our first priority. All staff must hold (or be willing to obtain) a current Victorian Working With Children Check as part of their employment with the Club.