About the role
As the Coordinator Membership Sales and Customer Experience, you will lead membership sales, administration and customer experience across the City’s Swim, Sport & Leisure network. You will develop and implement effective membership strategies, sales processes and administration systems that support growth, improve customer experiences and deliver strong outcomes for the community. Leading a team of Membership Sales Officers and providing support to centre-based customer service teams, you will play a key role in building a strong sales culture, improving processes and using customer data and insights to drive continuous improvement.

Work type: Permanent Full Time
Classification: Band 7 $109,342 pa plus super

Key responsibilities include:

• Lead, motivate and develop the Membership Sales and Administration team, fostering a strong, inclusive and customer-focused culture.
• Develop and implement the Membership Management Plan to maximise membership and Learn to Swim membership growth.
• Lead and improve membership sales processes, including lead generation, outbound and inbound sales, referrals, sales tracking, data analysis and reporting.
• Oversee membership administration and customer service processes, including debits, suspensions, cancellations and membership enquiries.
• Develop and implement effective systems, processes and workflows that improve efficiency, customer experience and service delivery across the Swim, Sport & Leisure network.
• Monitor team performance, budgets and customer data, identifying opportunities for continuous improvement and providing reports and recommendations to key stakeholders.

About you
You are an experienced people leader with a strong background in sales, customer experience, marketing or service delivery. You bring a strategic and analytical approach, with the ability to use customer metrics, data and reporting to identify opportunities and improve performance. You will have excellent communication and stakeholder management skills, a collaborative leadership style and the ability to influence and engage people at all levels. Experience in membership administration, sales processes, customer journey mapping or the leisure industry will be highly regarded.

Essential Experience:

• Previous experience in a sales or marketing driven role demonstrating systems and approaches to grow products or services.
• Current Working with Children Check
• Preferred candidates will be required to undergo a National Police Check as part of the recruitment process (funded by the City).

If this sounds like the role for you, then click apply now! 

Child Safety Responsibilities   
We are committed to being a child-safe organisation and have zero-tolerance for child abuse. We have specific policies, procedures, and mandatory training in place to support employees, volunteers, and contractors to achieve and adhere to these commitments. Please read our Child Safe Standards Management Policy.  

Diversity and Inclusion  
At the City we want a workforce that reflects the community we live in. We welcome and embrace everyone, all people with their own unique experiences, and support and encourage all our employees to do their best work, have equal access to opportunities and a just working environment. For this reason, we particularly welcome and encourage applications from First Nations people, people with diverse cultural and linguistic backgrounds, from the LGBTQIA+ community, people with disability and people of all genders, ages and diverse experience.  

We are the City
From parks to offices, childcare centres to works depots, leisure facilities to the Wool Museum and waterfront, our team plays a vital role in shaping our vibrant and growing community. Our community counts on us to get the essentials right while looking for ways to go beyond. By listening, collaborating, and focusing on sustainability, we strive to do the basics brilliantly and create a lasting impact. If you’re ready to be part of something bigger, join us in shaping the future of Geelong.

We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process.

Applications and Enquiries

Click the Position Description link to view more information about this position.

Enquiries: Richie Hollins, Swim, Sport and Leisure Operations Lead | 5272 4079 | RHollins@geelongcity.vic.gov.au

Click the Apply button to submit your application or find out more about this opportunity. If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at careers@geelongcity.vic.gov.au noting your preferred method of communication and contact details and a member of the team will be in touch.

We collect demographic data to help us learn who our advertisements are reaching and how we can reach an even more diverse audience.  We are committed to building a more diverse team. Your responses to our demographic questions are strictly confidential and will not be individually shared.