AddressMembership Engagement & Retention Specialist
About the role
Join the excitement at WA Cricket with a brand new opportunity!
We are on the lookout for a Membership Engagement & Retention Specialist who will take the lead in developing and implementing a cutting edge Member Engagement and Retention Strategy. This role is not just about a job; it's about shaping the future of our Membership experience!
As the Membership Engagement & Retention Specialist, your main focus will be to craft and execute a robust Member Nurture Program that leaves a lasting impact. You'll also be the driving force behind creating an engaging and effective strategy that ensures our Members feel valued and connected to the WA Cricket community.
But that's not all – you'll also play a crucial role in guiding our Membership Team by providing expertise on communication approaches. Your insights will contribute to building strong and lasting relationships with our Members, fostering a sense of belonging and loyalty.
This role provides flexible working hours for an individual seeking part-time employment and can range from 0.6 - 0.8 full-time equivalent, based on the successful applicant’s experience and requirements.
You will
- Develop the overall Member Engagement & Retention Strategy, designed to enhance Member satisfaction and maximise retention. Elements to include Member communications, renewals, onboarding and events
- Collaborate with the Communications & Marketing Team to develop and execute an annual Member Communication and Engagement Plan
- Work with the Head of Membership & Ticketing, the Membership Manager and the WA Cricket Services Supervisor to drive the communications and operations related to the annual Member renewal process
- Develop an outbound retention plan and implement, with the assistance of the Service Centre Casuals and Membership Coordinators WACA/Scorchers/Premium Products, to ensure all at risk Members are communicated in person.
- Personally contact unrenewed Members primarily via phone and email.
- Develop a Member Nurture Program that promotes membership benefits, fostering Members’ long-term commitment and establishing life-long loyalty
- Support the Head of Membership & Ticketing in developing initiatives and establish a funnel to convert ticket purchasers into Members
- Partner with the Membership Coordinators WACA/Scorchers/Premium Products to manage the WACA and Scorchers
- Member Online Portals, maximising its features to enhance Member engagement and experience
- Undertake regular evaluations of engagement and retention plans and strategies. Collate reports and reviews outlining any insights, trends and suggested improvements
- Track Member retention and satisfaction ratings in line with budgetary and KPI requirements
Who we are looking for
- Expertise and experience in formulating retention strategies for member-based organisations
- Capability to strategize and develop plans
- Proven capability to brief and motivate a team of call centre operators
- Proven expertise in drafting communications tailored for diverse audiences
- Outstanding time management skills, including the ability to prioritize tasks, handle multiple responsibilities, and meet deadlines
- Exceptional written and verbal communication abilities, coupled with the skill to establish and sustain effective relationships at various levels
- Advanced computer literacy, proficient in the Microsoft Office suite (Word, Outlook, Excel)
- Interest and/or knowledge of cricket (desirable)
- Exposure to CRM or membership management software (desirable)
The perks!
We can proudly offer extensive employee benefits such as;
- Employee Recognition Program
- Professional development opportunities
- Flexible work
- Salary packaging benefits
- Gym access
- Membership passes
- Merchandise discounts
A little bit about us
At WA Cricket we aim to be leaders in Australian sport and pride ourselves on developing inspiring players, creating a fun and inclusive community and delivering social outcomes through cricket. The iconic WACA Ground is home to the Perth Scorchers, WA Men’s and Women’s Teams and the WA Cricket Foundation.
Our Culture
At WA Cricket we actively promote diversity in gender, age, ethnicity, disability, religion and sexual orientation. We are committed to providing a safe environment for children across Australian Cricket, and we also offer a flexible work environment for employees.
Sound like you?
If you're passionate about shaping exceptional membership experiences and have a knack for devising strategies that keep members coming back for more, we want you on our team!
Please submit your resume and cover letter outlining your relevant experience by 22 March 2024.
If you need assistance or adjustments to fully participate in the application process or would like a copy of the job description, please contact **@wacricket.com.au or call 9265 7273.
