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 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.

ABOUT THE ROLE:

Our Consumer Business team is relentless in our efforts to build strong emotional connections with our members, providing the best service and support possible. The Consumer Business department is focused on outstanding customer service while living out our Club purpose Connecting to Thrive and Win.

The Membership Acquisition & Retention Officer will play a key role in the retention of memberships, administering important aspects of the retention strategy including nurture, reward and recognition and the identification of at-risk members. This position will focus on providing exceptional customer service and will play a key role in us maintaining our position of strength in the key metrics of customer satisfaction, membership retention and churn.

The Membership Acquisition & Retention Officer will also hold a key position within our Sales Team, assisting with membership campaigns, lapsed and prospective member engagement, and supporting our Membership Sales Officers, helping to drive daily sales and renewal targets through inbound and outbound calls while identifying opportunities to create lasting connections.

The Membership Acquisition & Retention Officer is a full-time position including match days, Club events and additional events, reporting to the Membership Sales Manager.

KEY RESPONSIBILITIES:

1. Customer Service, Sales, and Complaint Handling - Manage inbound and outbound calls, resolve member inquiries, handle complaints, and provide detailed membership product information.
2. Reward Program Implementation and Member Retention – Assist in the execution of the Reward and Recognition programs, conduct nurture calls, address at-risk members, and develop retention strategies for members in their first three years.
3. Membership Acquisition, Upselling, and Revenue Growth – Assist in the development and support of acquisition campaigns, identify upselling opportunities, and drive lead generation to grow the membership base.
4. First-Year Member Engagement and Event Coordination - Act as the main contact for first-year members, assist in organising events and communications, assist in the management non-renewals, and support retention-focused initiatives on match days.
5. Data Management, Reporting, and Segmentation Projects - Maintain accurate member data, provide detailed campaign reports, ensure compliance with privacy laws, and support data-driven segmentation strategies.

WHAT WE’RE LOOKING FOR:

1. Minimum two years’ customer service experience, including face-to-face, written, and phone communication, complaint management, and administrative tasks.
2. Proficiency in Microsoft Office (Word, Excel, and PowerPoint) with strong attention to detail.
3. Professionalism, dedication, and excellent time management and organisational skills.
4. Strong interpersonal and communication skills, with the ability to build positive relationships at all levels.
5. A passion for the AFL industry and game, paired with an enthusiastic, optimistic, and can-do attitude.
6. Willingness to take on varied tasks, display initiative, and innovate when needed.

# Flexibility is something we value and we recognise that this will mean different things for different people. If this is important to you, please raise this with us.

Our Commitment to the Safety and Wellbeing of Children and Young

People The Richmond Football Club is committed to providing an environment and culture that is caring and safe for all children and young people in our care through a wide variety of sporting, cultural and educational activities, events, services and programs. In line with our purpose of Connecting to Thrive and Win, we want children and young people to feel safe, supported, respected and encouraged to reach their full potential, and only recruit people who, regardless of their role, will support such an environment.

Please note only those progressing to interview stage will be contacted.