Membership Retention Coordinator

Join to apply for the Membership Retention Coordinator role at St Kilda Football Club . Careers at the St Kilda Football Club represent a unique opportunity to work in a dynamic culture, where we recognise every individual impacts team success. It’s a place where we lift, support, and challenge each other to be greater. And in that pursuit of greatness, we embrace the grit our journey requires. The 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 understand who we represent, and the privileged position we hold as custodians of a football club built on more than 150 years of history. 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. About The Role Reporting to the Consumer Growth Manager, this role is central to the success of our membership program—nurturing new members, driving retention, and building deep, long‑lasting relationships with our passionate Saints community. You’ll combine your retention and customer service expertise, data‑driven mindset, and relationship management skills to create meaningful touchpoints across every stage of the member journey. Key Responsibilities Retention Strategy Execution Lead the first-year member nurture program, ensuring a seamless and engaging induction experience. Monitor and deliver retention KPIs, implementing timely interventions for at‑risk members. Manage upsell pathways, including “try before you buy” initiatives for members considering higher‑tier packages. Manage outstanding payments and reduce end‑of‑season bad debts. Analyse churn and retention data to identify insights and drive continuous improvement. Serve as the primary contact for Platinum members, ensuring premium service. Member Engagement and Experience Deliver engaging club facility tours that build pride, belonging, and deeper member connection. Coordinate game‑day member upgrades and surprise‑and‑delight moments that elevate the supporter experience. Manage bespoke loyalty benefits, including milestone mementos, collectables, and personalised recognition items. Lead junior member activations, including Guard of Honour experiences and other youth engagement moments. Collaborate closely with internal teams to ensure a seamless, end‑to‑end member experience across all touchpoints. Supporter Group and Cheer Squad Management Build and maintain relationships with supporter groups across Victoria and interstate. Attend annual supporter group gatherings to strengthen connection and drive engagement. Coordinate supporter group events, including guest speakers, communications, and ongoing liaison. Oversee fulfilment packs and ensure adherence to supporter group guidelines and standards. Host pre‑ and post‑season reviews with supporter group leaders to support continual improvement. Coordinate the planning and delivery of match‑day banner creation, ensuring operational readiness. Communicate and reinforce the Cheer Squad Code of Conduct, ensuring alignment with club values and expectations. Support match‑day setup and operations for the Cheer Squad, ensuring readiness and smooth execution. Facilitate the appointment and onboarding process for Cheer Squad leadership roles. Manage leadership group incentives, recognition, and engagement initiatives. Provide guidance and support for Cheer Squad fundraising activities, including approvals and promotional assistance. Game Day and Volunteer Coordination Deliver assigned game‑day duties with professionalism, energy, and strong member focus. Support the coordination of volunteers to enhance match‑day member experiences. Maintain an accurate and up‑to‑date club volunteer register. Ensure volunteers receive annual recognition and appreciation for their contribution to the Club. Coordinate monthly guest speakers and engagement activities for the Angels supporter group. Contribute to additional tasks as required to support membership, events, and supporter engagement. About You Data‑driven mindset with the ability to interpret insights and execute on strategy. Strong communication, problem‑solving, and relationship‑building skills. Excellent organisational skills and attention to detail. Collaborative approach, thriving in a fast‑paced, team‑oriented environment. Passion for sport, people, and the Saints’ community spirit. What You Need 2+ years experience in a membership, customer service, or retention role, ideally in sports. Proven track record in delivering exceptional customer service. Experience with CRM systems (Archtics preferred). Intermediate proficiency in Microsoft Word and Excel. Ability to manage multiple deadlines and priorities. Available to work weekends and travel interstate as required. Valid Working with Children Check or willingness to obtain one. What We Offer Fantastic culture of grounded people, passionate about what they do. Hybrid working, with 3 Connect Days at RSEA Park per week and the balance worked as needed by role. On‑site LINTON STREET café. Free access to Gym & Aquatics Facilities at our Danny Frawley Centre for Health & Wellbeing. Access to x2 General Admission tickets to every Saints home game @ Marvel. Free parking onsite. Bring your Pet to Work Fridays Paid Wellbeing days—time off to relax & recharge. 12 weeks paid Parental Leave for primary carers (2 weeks for secondary carers). Discounted Saints memberships and merchandise. Up to 40% discount on selected NEW BALANCE products. Saints‑only Linen House product pricing. Discounted movie tickets through Hoyts. Our Mantras Excellence in everything we do. In equal parts, support and challenge each other to be greater. Lead the way in pursuing innovation and positive impact. Lift from within to challenge what’s possible, and what we can do better. Team‑Based Approach Always Recognise every individual impacts team success. Harness the power of collaboration and diverse voices. Communicate to optimise effort and impact. Building an Enduring Legacy As trusted custodians, represent the Club, members and fans with pride and purpose. Leave a stronger Club for tomorrow, than the one you inherited today. Protect, and pass on, a place of belonging for future Saints. Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized 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. How 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 Friday, 12 December 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. We are committed to protecting the safety and wellbeing of children and young people and fostering a “child safe” culture. It is essential that anyone involved with the St Kilda Football Club understands their responsibility in relation to child safety and supports such an environment. #J-18808-Ljbffr