Membership and Engagement Officer
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About the Role:
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* This is a full-time position, including match days, club events, and additional events.
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* The successful candidate will play a key role in retention of memberships, administering important aspects of the retention strategy.
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* They will also hold a key position within our Sales Team, assisting with membership campaigns and supporting Membership Sales Officers.
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Key Responsibilities:
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1. Customer Service, Sales, and Complaint Handling: Manage inbound and outbound calls, resolve member inquiries, handle complaints, and provide detailed membership product information.
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2. Reward Program Implementation and Member Retention: Assist in the execution of reward and recognition programs, conduct nurture calls, address at-risk members, and develop retention strategies for members in their first three years.
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3. Membership Acquisition, Upselling, and Revenue Growth: Assist in the development and support of acquisition campaigns, identify upselling opportunities, and drive lead generation to grow the membership base.
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4. First-Year Member Engagement and Event Coordination: Act as the main contact for first-year members, assist in organizing events and communications, assist in the management of non-renewals, and support retention-focused initiatives on match days.
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5. Data Management, Reporting, and Segmentation Projects: Maintain accurate member data, provide detailed campaign reports, ensure compliance with privacy laws, and support data-driven segmentation strategies.
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Desired Skills and Qualifications:
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* Minimum two years' customer service experience, including face-to-face, written, and phone communication, complaint management, and administrative tasks.
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* Proficiency in Microsoft Office (Word, Excel, and PowerPoint) with strong attention to detail.
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* Professionalism, dedication, and excellent time management and organisational skills.
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* Strong interpersonal and communication skills, with the ability to build positive relationships at all levels.
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* A passion for the sport industry and game, paired with an enthusiastic, optimistic, and can-do attitude.
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* Willingness to take on varied tasks, display initiative, and innovate when needed.
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Our Commitment to Safety and Wellbeing:
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We are committed to providing an environment and culture that is caring and safe for all children and young people in our care. We want children and young people to feel safe, supported, respected, and encouraged to reach their full potential.
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