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Membership Operations Manager

Melbourne Storm is an Australian professional rugby league club playing in the National Rugby League (NRL) competition.  It is the only NRL team based in Victoria and has experienced substantial growth and success in its short history.

About the role

With Melbourne Storm recently achieving the highest membership record in NRL history, come join our team, as we continue our push for 40,000 members!

Reporting to the Head of Membership, the Membership Operations Manager is accountable for the operational delivery of our membership program. With one direct report, this role is responsible for the execution of membership product & fulfilment program, member and fan ticketing, data management, weekly ticket fulfilment, supporting annual season ticket build and nominated matchday operations. Management of external suppliers, supporting internal staff and developing cross-functional relationships within Melbourne Storm are key elements of the role.  

We are looking for someone with solid experience in a ticketing-based role, ideally with some people management experience, and second-to-none attention to detail to join us for a maternity leave contract.

What you will do

This role will be responsible for a number of key deliverables across data management, fulfilment, ticketing, member operations and game day including, but not limited to:

  • Working closely with Storm business units and external stakeholders such as Ticketmaster, Ticketek, the NRL and other suppliers to ensure integrity and integration of data.
  • Maintaining and building upon existing historical data to help inform business process including week to week membership sales and budget figures.
  • Planning, delivering and driving the membership fulfilment program to meet member expectations while maintaining budget.
  • Execution of the annual fulfilment program and overseeing the weekly fulfilment files.
  • Working with key stakeholders to support the execution of a ticketing strategy to maximise ticket sales revenue, attendance and data capture.
  • Completing the annual ticket build for member card integration with our venue (AAMI Park).
  • Being the key point of contact between Melbourne Storm, AAMI Park & Ticketek for day-to-day communications.
  • Overseeing the processing of monthly payments for members on a payment plan in accordance with company procedures and managing debt recovery using best practice processes.
  • Completing the annual membership season build and rollover based on the agreed timeline.
  • Building and delivering the annual renewal campaigns.
  • Supporting and coaching other team members to effectively use the CRM and maintain data entry requirements.
  • Leading the membership team to minimize customer service issues and drive sales opportunities at the game day membership marquee to ensure a smooth game day delivery.
  • Providing effective leadership, guidance and support to grow and empower the Membership Operations Executive (direct report) and other team members.
  • Working collaboratively with the Membership Sales Manager, and other key stakeholders to ensure the overall membership program is delivered to the highest possible standard.

Due to the nature of this role, the successful candidate will be required to work some weekends and evenings.

What you need

The successful candidate will:

  • Have proven experience of no less than 2 years in a membership and ticketing-based role.
  • Possess extensive knowledge of membership and/or ticketing systems and software.  (Proficiency with Aspect and Archtics preferred).
  • Have demonstrated experience in developing membership programs and managing ticketing builds.
  • Ideally have a tertiary qualification in Sports Management, Business, or related discipline.  
  • Previous people management experience is preferred.
  • Experience in a sporting club and an understanding of the Membership processes within this environment will be highly regarded.

What we offer

In return, the role will provide opportunity and benefits whilst working in one of the premium sporting clubs in Australia.

As a valued team member of our club, you will be part of a fun, vibrant and flexible work environment.

We are proud to employ people who share the Club’s vision for performance excellence, in whatever role they have been engaged to perform, both on and off the field.  Our Club Values of Accountability, Hard Work, Respect, Family and Passion underpin all that we do, and how we do it. We aim to create a working environment that provides challenges and rewards that bring out the best in people and fosters the “purple pride” within!  

How to apply

For the opportunity to demonstrate your drive, ambition and skills to thrive in our fast-paced environment, please send your written application, including both covering letter and CV to Emma Loraine via membershipoperationsmanager@melbournestorm.com.au

 

Applications close 5pm Thursday 11 August, 2022.

 

Melbourne Storm values diversity and inclusion and we embrace individual difference. We encourage all suitable applicants to apply for this role, including First Nations peoples.

Please note that the successful candidate will need to meet NRL accreditation requirements, and all employment is subject to a National Police Record clearance and valid Working with Children Check. Our organisation is committed to complying with Child Safety Standards

We regret that we are unable to accept recruitment agency applications.

Acknowledgement of Country

Melbourne Storm respect and honour the Traditional Custodians of the land and pay our respects to their Elders past, present and future. We acknowledge the stories, traditions and living cultures of Aboriginal and Torres Strait Islander peoples on the lands we meet, gather and play on.