Customer Experience and Growth Manager

Get AI-powered advice on this job and more exclusive features. Table Tennis Australia (TTA) is the national governing body for the sport of table tennis in Australia. A not-for-profit, member-based organisation, TTA oversees the sport in all states and territories. Table tennis is an Olympic, Paralympic, and Commonwealth Games sport, and TTA proudly represents Australia through its affiliation with the International Table Tennis Federation (ITTF) and ITTF-Oceania. Our purpose is to enable more Australians to engage with table tennis in more ways, more places, more often. With more than 3.2 million fans nationwide and millions more who have picked up a paddle at some stage in their lives, table tennis holds a unique place in Australia’s sporting landscape and cultural identity. At TTA, we harness this momentum to elevate a sport that truly belongs to everyone. TTA is responsible for: Implementing a best practice governance model to suit the sport Increasing the membership of Table Tennis Producing internationally competitive athletes Producing international level coaches and technical officials Maintaining strategic partnerships and alliances Increasing the profile of Table Tennis Working Conditions Hybrid work environment (office and home) Staff are employed under the terms outlined in their contracts Due to the nature of this role in sport, after hours and weekend availability is essential Position Overview Reporting to the General Manager – Customer and Commercial, this is a proactive, hands on and strategic role focused on expanding, engaging, and retaining customers across all levels of the sport. Responsible for driving growth and delivering meaningful member experiences, this role ensures that the membership model provides clear, tangible value. Working collaboratively across national, state, and club networks, the position will leverage data, technology, and partnerships to build a thriving, connected membership ecosystem that supports long-term sustainability and growth. The role requires strong Project Management skills and use of systems and data. Key Responsibilities Lead collaboration across national, state, and club partners to deliver a customer-centric membership approach Provide guidance, data, tools, and resources that support local and regional membership initiatives Foster a culture of data-informed decision making and shared accountability for acquisition and retention. Performance manage and develop staff with direct reporting lines in line with TTA culture expectations Shift the level of support to State and Territory Associations to deliver meaningful impact within a resource constrained sporting system nationally Develop and execute annual membership growth and retention plans aligned with strategic objectives Identify target markets and customer segments with the highest potential for conversion and retention Regularly review and refine value propositions to ensure ongoing relevance and impact. Customer Experience and Engagement Map the end-to-end customer journey from acquisition to renewal and develop strategies for each customer segment Deliver and measure initiatives that improve satisfaction, perceived value, and participation frequency Capture and act on member feedback to drive continuous improvement. Build a suite of benefits which provide tangible value to customers Solid understanding of technology and system architecture to drive customer experience and value Use CRM and membership platforms to streamline membership processes and communications Use digital tools to personalise the membership experience Develop automated engagement journeys tailored to different member types Ensure accurate, actionable membership data is available to stakeholders Data & Insights Monitor and analyse membership trends, demographics, and behaviours Produce regular dashboard reports and detailed insights that inform strategy and performance tracking Identify opportunities to enhance acquisition, engagement, and retention through data Campaigns & Initiatives Co-create and deliver national and local campaigns to attract members Develop lapse and retention campaigns targeted to customer segments Work with marketing and communications teams to promote membership value and success stories Identify and pilot innovative initiatives that strengthen participation pathways Project Management Support executive decision making with data driven portfolio insights Maintain visibility of project interdependencies and business impacts, resolving cross project conflicts as they arise Define project lifecycle stages, approval gates and reporting standards Provide portfolio level dashboards and executive reports Funding Partners Ownership of the ASC Participation relationship including funding frameworks and reporting processes and requirements Oversight of grant funding reports and grant acquittal Oversee all initiatives linked to ASC Participation funding ie programs, services, and products Identification of new funding sources for the development and implementation of participation focused programs, services and products to meet community needs Management of the budget for the Customer Experience and Growth pillar Education, Qualifications and Experience Bachelor's degree in marketing, Business, Sport Management, or related discipline 5+ years’ experience in hands‑on customer growth, retention or customer experience roles 3+ years’ recent experience using HubSpot or similar customer software platforms Proven track record in growing membership bases through targeted campaigns, partnerships and community activations Experience delivering member servicing initiatives that enhance satisfaction and loyalty Experience working in sport, community, or membership‑based organisations (preferred) Strong understanding and practical experience of CRM systems, data analytics, and digital engagement tools, and how they collectively work together from an architecture perspective to provide insights and improve customer experience Strong project management skills including hands on experience at a highly proficient level with dedicated project management platforms Proven ability to collaborate effectively across multiple stakeholders and levels Ability to develop budgets, understanding of budget monitoring principles and reforecasting processes Key Skills and Attributes Results‑oriented and proactive growth mindset Strong analytical skills with the ability to turn data into actionable insights Excellent communication and relationship‑building skills Strategic thinker with strong executional capability Proficient in CRM, marketing automation, and digital engagement platforms Creative problem solver with a focus on continuous improvement Collaborative, adaptable, and able to manage competing priorities Passionate about growing participation and community connection through sport Key Relationships Internal TTA General Manager – Customer and Commercial All other TTA staff/contractors State and Territory Association key stakeholders Clubs/associations across all States/Territories External Australian Sports Commission Australian Olympic Committee International Table Tennis Federation Seniority level Mid‑Senior level Employment type Full‑time #J-18808-Ljbffr