Customer Care Officer - Sales & Retention Lead
- Lead member acquisition at Mildura Waves Aquatic and Leisure Centre.
- Generate sales leads through innovative data capture strategies.
- Provide exceptional customer service and support to new and at-risk members.
ABOUT US: Richmond Football Club is one of the largest clubs in the Australian Football League, with over 100,000 loyal and passionate members. The Club’s vision is to build a Strong & Bold future – both on and off the field – through living our purpose of Connecting to Thrive and Win. We understand the power of sport to connect people, and at the heart of the Club’s purpose is being involved with our community. At Richmond, culture is paramount, and the Club is committed to developing its people in a supportive environment. Connecting to Thrive and Win is not just about connecting with fans and members, but about staff, players and coaches connecting with each other with humour and care, through storytelling and authenticity, to build genuine relationships. We are an Australia Business Awards winner in the Employer of Choice Category, and a Flexible Work Champion. Flexibility# is something we value. We recognise that this will mean different things to different people and are supportive of various flexible working arrangements, including the ability to work from home. Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria - unlike majority candidates meeting significantly fewer requirements. We strongly encourage you to apply if you're interested. Overall member acquisition at the Mildura Waves Aquatic and Leisure Centre is the primary objective of the Customer Care Officer – Sales and Retention Lead across our Health Club, Aquatic and Swim School membership base. Sales leads will be generated through a proactive prospect management system, where lead generation is maximised by having multiple and innovative data capture strategies running simultaneously. While the role primarily focuses on sales, there is also a natural crossover with retention. Retention will be done through segmented communications, relevant messaging and intervention where non-renewal appears likely, along with a high level of service, particularly to new members through the “nurture program” and members most at risk of non-renewal. The role will be shared with customer service desk responsibilities which will involve servicing of all customers, dealing with enquiries, answering phones, taking tours and other administrative duties. The role is a critical customer facing role and as such, will be required to work shifts that are in line with busy member attendance periods including early mornings, evenings and weekends. For more information or to apply visit the Aligned Leisure Careers Page at https://alignedleisure.com.au/careers/ or for a confidential discussion please contact brennan.poulton@alignedleisure.com.au
Essential Qualifications and Experience:
- Experience in delivering exceptional customer service
- Current First Aid, CPR certificate and Victorian WWCC (if aged 18 years or older)
Personal Attributes:
- Customer focused
- Enjoys selling
- Understands/enjoys the leisure industry and motivated to serve Aligned Leisure.
- Relentless in their approach to sale and service.
- Outgoing personality
- Willingness to learn
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