Membership Sales Officer

Description

About the Carlton Football Club

The Carlton Football Club is one of Australia’s oldest and most prominent sport institutions. Founded in , the Club’s headquarters and training facilities are located in Carlton at IKON Park, our traditional home ground. Our IKON Park redevelopment is now complete, and we are proud of our state-of-the-art facilities that supports our high-performance environment. When the Club set about undertaking this historic work, it was based upon achieving facilities for women’s sport that would be the equal of their male counterparts. We are passionate about our contribution to the Community and foster an inclusive and welcoming culture where our values are at the core of who we are and what we do.

About the role

The Carlton Football Club membership team is responsible for generating the maximum number of membership sales whilst helping to build the strongest possible emotional connection with its members.

The Membership Sales Officer will report into the Membership Sales Lead and will be responsible for the achievement of their own daily sales figures through a combination of inbound and outbound calls to unrenewed members and prospects. The successful candidate will be responsible for ensuring all membership enquiries are to be responded to in a timely and accurate manner via phone, emails and face-to face with a key sales and customer service focus.

This position is based at IKON Park in Carlton North and will be offered on a casual basis.

Key responsibilities

The Membership Sales Officer will be responsible for the following key duties and responsibilities:

Sign new and renew existing members

Bring a sales focus to each member interaction

Process new memberships and renewals through the Club’s CRM (Archtics)

Actively pursue sales and upgrade opportunities primarily via outbound calls

Undertake inbound membership sales

Undertake outbound sales calls to unrenewed members and prospects

Undertake outbound member sales calls to upgrade membership packages

Actively identify upsell opportunities for members

Provide exceptional customer service

Strive to exceed the customer’s expectations, where the standards and level of service received exceed what the customer could reasonably define as normal or expected

Provide exceptional customer service consistently in line with the agreed club standards

Ensure all inbound phone calls and emails are answered efficiently and call wait times are minimal

Follow-up calls when necessary

Effectively resolve any member issues via phone and email

Provide customers with product and service information

Respond in a timely and appropriate manner to all customer communications

Data integrity

Ensure that all personal details are entered correctly and accurately into the database

Assist with account clean-ups and reporting

Key selection criteria

Essential:

Strong sales and customer service background

Experience in delivering exceptional customer service

Excellent communication skills, written and verbal, with the ability to work collaboratively across teams and locations

Strong attention to detail, communication, time management and organisational skills

Ability to work in a fast-paced environment

Working with Children Check

Desirable:

Customer service experience in sport, retail or health club sales

Previous experience with Archtics (CRM system)

Understanding of and interest in AFL

Ability to work after hours/weekends as required in busy sales periods

Culture & benefits

Carlton’s values underpin how the Club operates, describing how our people work together, interact and behave. The Club is passionate about its culture, focused on cultivating a unique sense of belonging and connection. In addition, we offer our people flexible working, learning and development opportunities, as well as employee benefits such as membership, café, retail & partnership discounts, working in a world-class sporting amenity.

The Carlton Football Club is an equal opportunity employer and a place who welcomes all. We encourage people with diverse experiences and backgrounds to apply. We are committed to fostering a workplace environment which is inclusive, safe, and flexible. All applicants will be considered based on the relevance of their abilities to the role and their alignment with our Club Values. 

The Carlton Football Club is committed to providing a welcoming environment where the safety and wellbeing of all children and young people involved in our programs, services, activities, events, and the broader community, will always be our first priority. All staff must hold (or be willing to obtain) a current Victorian Working With Children Check and valid Police Check as part of their employment with the Club.