Membership Growth Lead - Engagement & Retention

Geelong Cats; Geelong; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible hybrid working

Leave packaging options

Exclusive discounts

Partner benefits

Free onsite parking

Job summary

Geelong Cats is seeking a Membership Manager to lead membership sales, retention and engagement strategies that deliver sustainable growth and an exceptional member experience. You will lead a high-performing team and work across the Club to deliver acquisition, loyalty and re-engagement initiatives while deepening member connections.

You will guide outbound campaigns, develop churn interventions and collaborate with Marketing to drive upsell opportunities and premium service across channels.

Qualifications

• Experience in a membership, customer service, sales or loyalty environment.
• Strong people leadership and coaching capability.
• Experience delivering sales and retention campaigns.
• Excellent communication and stakeholder management skills.
• A proactive, solutions-focused approach with strong attention to detail.
• The ability to work collaboratively while taking ownership and initiative.
• Experience with ticketing systems and membership platforms such as Ticketmaster Archtics.

Responsibilities

• Drive membership sales, retention and upgrade campaigns through outbound activity, events and targeted engagement initiatives.
• Lead win-back strategies and churn intervention programs to reconnect lapsed members and strengthen loyalty.
• Coach and develop a customer service and sales team, fostering a culture of high performance and exceptional service.
• Partner with Marketing and Content teams to deliver acquisition, engagement and upsell campaigns.
• Develop cross-sell opportunities that maximise revenue through upgrades, add-ons and merchandise sales.
• Champion a premium member experience across phone, email, chat and face-to-face channels.
• Manage complex member enquiries and deliver proactive, member-focused solutions.
• Support the ongoing enhancement of the Club's loyalty program and member engagement initiatives.
• Contribute to the Club's long-term membership growth strategy and ambition of reaching 100,000 members.

Skills

Leadership

Customer service

Sales

Loyalty

Stakeholder management

Data-driven decisions

Tools

Ticketmaster Archtics

Job description

Geelong Cats is seeking a Membership Manager to lead membership sales, retention and engagement strategies that deliver sustainable growth and an exceptional member experience. You will lead a high-performing team and work across the Club to deliver acquisition, loyalty and re-engagement initiatives while deepening member connections.

You will guide outbound campaigns, develop churn interventions and collaborate with Marketing to drive upsell opportunities and premium service across channels.