St Kilda Football Club is seeking an experienced Membership Sales Manager to lead our Membership Team. The Membership team at St Kilda FC is a fast-paced, high-performing group, committed to delivering exceptional service and building lifelong relationships with members and supporters. Reporting to the Executive General Manager - Consumer, the Membership Sales Manager is responsible for leading a dynamic team to deliver on ambitious membership targets and service outcomes.

You will lead and inspire a team of Membership Sales Representatives, developing a culture focused on performance, service excellence, and a deep connection with members. Your role will be key in driving the growth of our membership base - through new sales, upgrades, and renewals - while ensuring every interaction reflects the heart and values of our Club.

St Kilda Football Club is at a pivotal moment in its history. With our AFL and AFLW programs building the Club into a new era, there is a palpable sense of excitement and possibility. This is an extraordinary time to join the team, as we implement a newly developed 5-year transformational strategy that will shape our future. As part of this transformation, we are building a legacy - and the timing of this opportunity is unprecedented.

This is your opportunity to make an impact that extends beyond the present, contributing to a legacy that will resonate through the generations. At St Kilda we’re committed to growth, improvement, and innovation, and we’re excited to bring new talent into the inner sanctum to help us reach these ambitious goals.

Key Responsibilities

Leadership & Culture

• Lead the execution of the Club’s membership growth strategy with energy and innovation.
• Foster a high-performance, member-first culture across the team.
• Develop and implement incentive and recognition programs to drive team motivation.
• Provide coaching, clear direction, and feedback to ensure accountability and continuous improvement.
• Model professionalism, integrity, and empathy in all member interactions.
• Encourage fresh thinking, using member insights and feedback to test and trial new approaches.

Team Management & Service Delivery

• Manage staffing and workflows within budget to ensure coverage and efficiency.
• Oversee the membership contact centre operations, including email queues, inbound/outbound calls, and service SLAs.
• Support your team in delivering exceptional service—building trust, resolving issues, and showing care in every interaction.
• Handle escalated member concerns with empathy and professionalism.
• Provide expert knowledge of systems, processes, and member services to support staff performance.
• Upskill team members in handling complex enquiries, complaints, and retention conversations.

Sales Strategy & Execution

• Plan and deliver membership campaigns to drive acquisition, upgrades, and renewals.
• Track and report on team performance, campaign effectiveness, and sales outcomes.
• Collaborate with the Marketing, Digital, and Insights teams to align messaging and maximise impact.
• Use data and reporting tools to identify opportunities and inform decision-making.
• Develop and maintain dashboards and tools to monitor progress against targets.

Training & Capability Development

• Continually assess the training needs of the membership team to support performance improvement across acquisition, renewal, and upgrade targets.
• Design, develop, and facilitate engaging training programs that build skills in sales, customer service, systems use, and process understanding.
• Create and maintain high-quality training materials, process documentation, scripts, and guides to support consistency and excellence.
• Drive effective learning transfer by embedding on-the-job coaching, observation, and regular reinforcement activities.
• Implement support structures such as buddy programs, team learning sessions, and knowledge-sharing practices.
• Monitor training effectiveness through performance data and team feedback, making adjustments to improve impact.
• Play a key role in onboarding new team members to ensure a confident and effective start.

About You

You're a natural team leader with a passion for member experience, a sharp focus on sales outcomes, and a commitment to building something meaningful. You're as comfortable coaching your team as you are analysing a report - and you thrive in an environment where every day brings a new challenge.

Skills & Attributes

• Proven leadership skills and the ability to motivate teams to exceed KPIs.
• Exceptional customer service and interpersonal skills.
• Strong organisational, time management, and problem-solving abilities.
• Experience using CRM and customer service systems (Archtics highly desirable).
• Proficiency in the Microsoft Office suite and basic data reporting tools.
• Confident communicator with excellent written and verbal skills.
• Ability to work flexible hours, including weekends and match days during the football season.
• Strong attention to detail, professionalism, and ability to multitask under pressure.

Experience & Qualifications

• 3-4 years’ experience in a membership, ticketing, or sales-focused role.
• 2-3 years’ experience managing small to medium teams.
• Demonstrated success in a sales and service environment with clear targets.
• Experience in designing and executing campaigns focused on customer acquisition and retention

Please keep reading...

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point above, please still get in touch. We'd love to have a chat and see if you could be a great fit. 

TO APPLY

Applications should include a current CV with a cover letter that addresses why you are interested in working with St Kilda Football Club, why you would be an attribute to our culture and how your skills/experience would be attributes to the position.

Applications will close at 5pm on Sunday, 11 May 2025. Short-listing of candidates will commence prior to the closure of this role, so please do not delay submitting your application.

The St Kilda Football Club is an equal opportunity employer and encourages applications from individuals of diverse backgrounds to apply. This includes, but is not limited to, those from the Aboriginal and Torres Strait Islander, Culturally and Linguistically Diverse and LGBTIQ communities.