Membership Manager

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

A leader in an industry that is among the most exciting and passionate within Australia, the Geelong Cats offers a place of employment like no other. We strive to give our fans, members and customers an experience that is unparalleled. The Cats represent the community of Geelong with pride and we seek people who can assist us to be the team to beat on and off the field.

About the role

Reporting to the Head of Membership & Ticketing, the Membership Manager is responsible for leading membership sales, retention and engagement strategies that drive sustainable growth and deliver an exceptional member experience. Leading a high-performing team, you will work collaboratively across the Club to deliver acquisition, loyalty and re-engagement initiatives, deepen member connections and support our ambition of reaching 100,000 members.

Key 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.

About you

You are an energetic and customer-focused leader who thrives on building relationships and delivering results. You enjoy leading people, using data to inform decisions and creating meaningful experiences that keep customers engaged.

You'll bring:

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, membership platforms or Ticketmaster Archtics

Benefits and Culture

Join a Club where our Guiding Principles come to life every day. Our GPs shape the way we work, fostering a high-performing, inclusive culture where people feel connected, supported and inspired to make an impact. You'll also enjoy a range of benefits including professional development opportunities, wellbeing initiatives, flexible hybrid working, leave packaging options, exclusive discounts, partner benefits, free onsite parking and more.

The Geelong Football Club is a welcoming place where we seek to engage respectfully with people with diverse experiences and backgrounds. All applications are gratefully received, and applicants will be considered on their ability to do the job and alignment to our Club guiding principles. In order to comply with mandatory Child Safety Standards, all employment is subject to a valid and current Police Check and Working with Children Check.

The Geelong Football Club is committed to providing a safe and friendly environment where the safety and wellbeing of all children and young people involved in our programs, services, activities, events and the broader Cats community, will always be our first priority