Executive Manager, Membership Systems & Insights

Melbourne Cricket Ground; City of Melbourne; On-site; AUD 150,000 - 190,000; Full time

Job summary

The Melbourne Cricket Club (MCC) is seeking an Executive Manager, Membership Systems & Insights to lead transformational technology initiatives that elevate member belonging and engagement across the Club.

Reporting to the General Manager, Club Services, Sport & Heritage, the role delivers end-to-end projects (CRM upgrades, data insights, membership systems) and leads the Membership, Integrity and Insights team to enhance how members experience the Club on match days and throughout renewals.

Qualifications

• Experience leading large-scale system changes in a membership or sporting organisation.
• Strong background in CRM systems and business insights.
• Proven ability to deliver end-to-end projects from scoping to BAU.

Responsibilities

• Lead the Membership Systems & Business Insights function by documenting requirements and driving projects from implementation to business as usual.
• Oversee strategic review of membership value proposition, performance and growth opportunities.
• Own end-to-end delivery of major systems and operations projects (CRM upgrades, ticketing and access integrations).
• Aggregate and analyse data to inform strategic decisions and improve member experience.
• Deliver ongoing evolution of the Integrity process and manage the Insights team.

Skills

CRM systems

Data analysis

Leadership

Project management

Stakeholder management

Tools

CRM software

Ticketing systems

Job description

• Lead transformational change through technology to elevate the member experience
• Full-time opportunity within an iconic organisation

The Melbourne Cricket Club (MCC) manages the Melbourne Cricket Ground (MCG), one of Australia's greatest assets. The MCG is host to more than 70 major events annually attracting over three million patrons and visitors.

Our purpose is to move Australia through the transformative power of live sport, entertainment and culture. Our values underpin how we operate and what we stand for as an organisation. This includes playing as a team, striving to inspire and respecting always.

An opportunity has arisen for an Executive Manager, Membership Systems & Insights. Reporting to the General Manager, Club Services, Sport & Heritage, this role leads transformational change through technology to elevate the member sense of belonging by delivering tangible benefits across the Club. By driving innovation in membership systems and business insights, it will enhance how members engage with the Club, while ensuring seamless operations on match days and throughout key processes like renewals.

This role also owns the end-to-end delivery of major systems and operations projects across Membership, Club Services and the Reserve, from scoping and business case through to implementation and business as usual handover, plus the important Club Integrity portfolio.

Key responsibilities include, but are not limited to:

• Lead the Club Services, Sport & Heritage department's Membership Systems & Business Insights function by diagnosing and documenting requirements, leading projects from implementation to business as usual, and driving a culture of best practice
• Lead the strategic review of the MCC Plus program, assessing membership value proposition, commercial performance, and growth opportunities to inform future program direction and investment
• Own end-to-end delivery of significant systems and operations projects (e.g. CRM upgrades, ticketing and access system integrations, Reserve capacity management enhancements), including scope, budget, timeline and risk management
• Aggregate and analyse data to assist strategic decisions, whether systems-based or other, and deliver the best personalised customer experience
• Deliver and oversee the ongoing evolution of the Integrity process to ensure it remains contemporary, fit for purpose, and appropriately resourced
• Manage and empower the Membership Systems, Integrity and Insights team to deliver exceptional customer service across the organisation, ensuring membership systems are always optimised for the best member experience
• Deliver timely and professional member disciplinary processes, ensuring clear and succinct communication to members

This role is well suited to someone with proven experience leading large-scale system changes, ideally within a membership or sporting organisation, and a strong background in CRM systems.

For a more detailed position description, please click here.

Please note shortlisting may commence prior to advertisement closing.

This role is subject to relevant pre-employment checks, including National and International Police Checks, Right to Work in Australia, and a current Victorian Working with Children Check.

Privacy Statement

At the MCC, we value your privacy. During the early stages of our recruitment process, we collect personal information such as your name, contact details, confirmation of age, evidence of valid work rights, and personal demographic information. This information is used solely for recruitment purposes and will only be used if you progress to the next stage of the recruitment process.

If you choose not to provide your personal information, we may be unable to progress your application. If you have any questions about how your personal information is handled, or if you wish to access or update your details, please contact [e-mail].

For more information on how the MCC manages personal information, please view our Privacy Policy.

Inclusion Matters

The Melbourne Cricket Club is committed to creating a diverse, inclusive and welcoming environment at the MCG. We encourage applications from people of all backgrounds, including people of different genders, ages, cultural backgrounds, First Nations peoples, people with disability, and people of all religions and sexual orientations. We aim to ensure that the recruitment and candidate experience is as accessible and inclusive as possible.

If you require an adjustment during the recruitment process (including alternate formats of the application form) or have an enquiry about available support, please email [e-mail] or call 03 9657 8888.

The MCC is committed to providing a safe and welcoming environment for everyone, including children and young people, and has zero tolerance for child abuse and harm. To read more about our commitment, please visit this link.

MCC Values

To read more about the MCC’s Values, please follow the link found here.