Membership and Customer Sales and Services Officer

Join the Team Behind Australia’s Greatest Racing Carnival!
Are you passionate about delivering exceptional customer experiences? Do you thrive in fast‑paced environments where people, service excellence and teamwork are at the heart of everything you do?
Victoria Racing Club (VRC) is seeking a Membership and Customer Sales and Service Officer to play a key role in delivering outstanding service to our members, guests and broader community — on race day and all year round.
At the VRC, we’re not just about race days. We’re about creating joyful, memorable and seamless experiences that deepen connections with our members and customers at every touchpoint.
About the OpportunityReporting to the Membership & Customer Sales & Service Lead, this role is responsible for delivering exceptional service across all Membership, Ticketing and Customer Service outputs, with a strong focus on inbound communications and inbox management.
You will be a first point of contact for members and customers, ensuring enquiries are handled accurately, efficiently and with care. You will also actively contribute to membership sales, renewals, ticketing support and race day operations.
This is a hands‑on role for someone who enjoys engaging with people, managing multiple priorities, and contributing to membership growth through outstanding service.
What you'll be responsible for
Customer & Member ServiceProvide high‑quality service to members, customers and stakeholders across all channels, including phone, email and on‑site.Resolve enquiries efficiently, aiming for first‑contact resolution wherever possible.Capture and accurately record all customer interactions and follow up as required.Inbound Communications & Inbox ManagementMonitor and manage Membership and Ticketing inboxes in a timely and organised manner.Fulfil inbound membership sales and customer enquiries across all sales channels.Ensure communications are accurate, on time, and aligned with VRC brand tone and standards.Membership Sales & KPIsContribute to overall Membership KPIs, including periodic sales and revenue targets.Support acquisition, retention and renewal activity through inbound and outbound communications.Data Integrity & SystemsProcess membership renewals, new applications, membership cards and ticketing requirements.Maintain accurate records and ensure data integrity across CRM and booking systems.Work with complex databases, telephony and ticketing platforms to support smooth operations.Race Day OperationsPlay an active role on race days, supporting Membership, Ticketing and Customer Operations as required.Deliver calm, professional and customer‑focused service in high‑pressure, high‑volume environments.
Success Measures (KPIs)Customer communications delivered accurately, on time and without errors.High customer satisfaction scores achieved through effective and timely service.Inbound and outbound communications drive membership acquisition, retention and ticket sales.Customer enquiries resolved efficiently, with a strong focus on first‑contact resolution.All communications reflect VRC brand messaging, tone and style.
What your background includesConsiderable experience in a membership, customer service or sales environment.Experience working with complex databases, CRM systems and booking platforms.Exceptional written and verbal communication skills.Strong sales, problem‑solving and service‑delivery capabilities.Excellent attention to detail and the ability to manage multiple tasks simultaneously.Ability to work effectively under pressure and meet deadlines.Strong relationship‑building skills with both internal and external stakeholders.Ability to work autonomously while contributing positively to a team environment.
About YouYou are customer‑focused, highly organised and proactive. You take pride in delivering accurate, timely and friendly service, even in fast‑paced environments.
You enjoy solving problems, supporting customers through clear communication, and collaborating with colleagues to deliver memorable experiences. You value accuracy, teamwork and continuous improvement, and you approach your work with care, curiosity and professionalism.
Why Join the ClubBe part of delivering one of Australia’s most iconic cultural and sporting events.Work with a passionate and supportive team dedicated to excellence.Make a measurable impact on membership growth, engagement and customer experience.Gain exposure to large‑scale event communications and high‑value customer strategies.Help shape the future of how the VRC connects with members and racegoers.
Our ValuesAt VRC, our people are guided by shared values:Think VRC — We deliver with one purpose and plan as one team.Create Joy — We design experiences that bring joy to our members, customers and each other.Be Gutsy — We honour our heritage while being brave and curious about the future.F‑Learn — We learn from setbacks and treat them as opportunities for growth.Care Deeply — We genuinely care about our people, members, customers and community.
How to ApplyWhen submitting your application, please include your résumé and any other supporting documents.
You must have the legal right to work in Australia.Appointment to the role is subject to meeting the Victoria Racing Club’s employment requirements, which may include (but are not limited to) reference checks, and a National Criminal History Check.Only shortlisted candidates will be contacted.