AddressABOUT US:
Richmond Football Club is one of the largest clubs in the Australian Football League. The Club’s vision is to build a Strong & Bold future – both on and off the field– through living our purpose of Belonging, Thriving and Winning.
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 recognize that this will mean different things to different people and are supportive of various flexible working arrangements, including the ability to work from home. We're committed to fostering a diverse and inclusive workplace and strongly encourage applicants from all backgrounds to apply.
Our Commitment to the Safety and Wellbeing of Children and Young People
The Richmond Football Club is committed to providing a safe and supportive environment for all children and young people. We exclusively hire individuals committed to supporting this environment, irrespective of their role, and will require pre-employment checks, including a Working with Children Check for this role.
ABOUT THE ROLE:
Richmond Football Club members and supporters are the most passionate and loyal in the AFL. Therefore, they deserve the very best in service and support from staff at their football club. Each day, our Consumer Business department aspires to build the strongest emotional connection with our members and supporters. Consumer staff are relentless in the delivery of outstanding service and are critical in enabling us to continue to build a Strong and Bold future.
The Consumer Operations Officer plays a vital role in maintaining all aspects of the Club’s CRM database, ticketing and fulfilment whilst providing operational support in the consumer department.
KEY RESPONSIBILITIES:
- Assist in MCG internal ticketing and Contingency requirements.
- Provide full reconciliation reports for all internal ticketed events (Victorian games, finals and interstate)
- Processing, checking and uploading of fulfilment files to ensure accurate data and a timely turnaround for members
- Work in conjunction with the Consumer Communications and Marketing Executive and the Consumer Operations Manager to ensure accurate and up to date ticketing information is available for all members across all relevant communications channels.
- Management of clubs payment plan, Tiger Pay, to ensure payment plans are processed monthly
- Conduct daily and weekly financial operations tasks to ensure the financial accuracy of the membership database
- Be the leader on game day at the Club Hub by managing staff and ensuring members and ticket purchasers can seamlessly attend games
- Provide general support to the consumer department including on game days and with other membership events, such as Richmond Rookies clinics.
Due to the nature of the role and the sports industry, some after hours work including evenings and weekends will be required.
WHAT WE’RE LOOKING FOR:
- 1-2 years experience in a business related role. Previous ticketing or archtics experience is encouraged but not mandatory.
- Demonstrated customer service experience (including face-to-face, written and phone communication, responding to customers’ queries and requests, managing complaints and difficult conversations, and customer-service related administration)
- Strong interpersonal skills, particularly in the area of verbal and written communication
- Excellent attention to detail
- Motivated to use own initiative and ability to manage work autonomously
- High level of planning and time management skills and demonstrated ability to effectively manage varied and multiple projects with conflicting demands to agreed standards and timelines;
- Computing skills with specific knowledge of customer relationship database software, MS Word, Excel and Outlook
