Member Experience & Retention Lead

Australian Turf Club; New South Wales; On-site; AUD 120,000 - 150,000; Full time

Job summary

Australian Turf Club seeks a proactive Membership Services Manager to lead the Membership Services team across ATC venues. You will oversee daily operations, renewals and member experiences to deliver exceptional journeys.

Reporting to the Membership Manager, you will drive service standards, handle escalations, support retention and acquisition activities, and coordinate concierge services on race days to ensure outstanding member experiences.

Qualifications

• Proven ability to lead and develop a high-performing Membership Services team.
• Experience in managing renewals, memberships, and member experiences.
• Strong focus on service standards and member journeys.
• Ability to handle escalations and coordinate cross-functional activities.

Responsibilities

• Lead the Membership Services team across ATC venues.
• Oversee daily operations, renewals, and member experience programs.
• Drive retention and acquisition initiatives and service standards.
• Coordinate concierge services on race days to enhance member journeys.

Skills

Leadership

Customer service

Escalation handling

Retention strategies

Job description

Australian Turf Club seeks a proactive Membership Services Manager to lead the Membership Services team across ATC venues. You will oversee daily operations, renewals and member experiences to deliver exceptional journeys.

Reporting to the Membership Manager, you will drive service standards, handle escalations, support retention and acquisition activities, and coordinate concierge services on race days to ensure outstanding member experiences.