The Australian Cricketers’ Association (ACA) is the collective and representative voice of past and present male and female elite domestic and international cricketers in Australia. We strive to offer our members world leading, best practice service and support throughout every stage in their life of cricket and beyond, in every respect.
As we begin 2022, we are looking for a Membership Services & Engagement Coordinator to join our Member Programs and Relations team to support the retention of ACA memberships through engagement, whilst also identifying and engaging with prospective members who would benefit from being an ACA member.
A key focus of this role is to deliver exceptional customer service to our members and foster retention to support our overall ACA strategy. Additionally, you will be responsible for;
Actively recruit and retain ACA members through our annual membership drive including research into new channels, developing and managing a pipeline of member prospects and onboarding of new members
Effectively resolve any member queries or issues in a timely manner including reporting escalated issues to relevant GM
Support ongoing review of ACA memberships model including membership growth, engagement and retention strategies
Ensure that member details are accurately maintained in CRM
Take a proactive approach to working across the business to better understand current engagement opportunities and sharing of knowledge to identify trends and member experience improvements
Promotion and participation in the delivery of ACA activities, programs and services as required
Support the delivery of Member Forums and broader ACA events and initiatives such as attendance at member events and Australian Cricket Awards as required
Step in to help with office administration tasks (answering phones, welcoming visitors, collecting mail, etc) when required
2+yrs experience in a customer service or memberships role with proven ability to deliver exceptional customer/member service
Experience in managing and responding to customers’ queries and requests, managing complaints and difficult conversations, and customer-service related administration
Strong written and verbal communication skills
Excellent critical thinking capacity and the ability to exercise judgement and solve problems quickly and effectively
Demonstrated capacity to meet deadlines and manage competing priorities
High level of initiative and drive to get things done
A drive to proactively cultivate relationships, both internal and external
Healthy dose of optimism when faced with challenges
Dedication to continuously improve and develop your strengths & talents
A genuine interest/passion for sports
We will be reviewing applications as they come in and setting up interview as soon as possible so encourage applications to be submitted as soon as possible.