Membership Services Manager

The Australian Turf Club is one of Australia’s most prestigious sporting and entertainment organisations and the home of the richest race on turf globally – ‘The Everest’.  With over 110 racedays and hundreds of events held annually across our five venues – Royal Randwick, Rosehill Gardens, Canterbury Park, Warwick Farm and Rosehill Bowling Club.

The magic behind ATC isn't just our racedays—it's our people. Driven by our values of Achieve, Care, Collaborate and Innovate, we're a team that supports each other, celebrates success, and isn't afraid to think differently. If you're ready to make an impact, grow your career, and have some fun along the way, this is your moment to take the lead.

As the Membership Services Manager, you will lead the Membership Services team to deliver exceptional service to ATC Members and guests. Reporting to the Membership Manager, you'll oversee daily Membership operations, support renewals and retention initiatives, and help create outstanding Member experiences both year-round and on Raceday’s.

Key responsibilities include:

• Lead, coach and develop the Membership Services team to deliver outstanding service and achieve operational objectives.
• Oversee daily Membership operations including enquiries, renewals, Member records, rostering and service delivery standards.
• Act as an escalation point for complex Member enquiries, complaints and feedback, ensuring timely and professional resolution.
• Support Membership retention, renewals and acquisition activities while identifying opportunities to improve Member journeys and internal processes.
• Coordinate Membership service delivery and concierge operations on selected Raceday’s to provide an exceptional Member experience.

To be successful in the role, the right fit will possess:

• Proven experience leading teams in a customer service, Membership or front-facing environment.
• Strong customer service and complaint resolution skills.
• Excellent written and verbal communication skills.
• Experience managing high-volume enquiries and competing priorities.
• A proactive, organised and solutions-focused approach.
• Relevant qualifications or equivalent experience in business, customer service, hospitality, events or sport management.

• Career development – Grow your career with an organisation that invests in your success through training, professional development, and career planning opportunities
• Generous leave – Up to 14 weeks of paid parental leave, plus one wellbeing day per year.
• Complimentary parking – Available at all venues or easy access to public transport.
• Wellbeing initiatives – Fruit boxes, mental health talks, financial wellbeing advice, fitness challenges, quiz nights and Thursday drinks.

If you believe you are the right fit and can demonstrate our values day to day, we'd love to hear from you. To apply, visit: https://www.australianturfclub.com.au/our-careers/

We look forward to reviewing your application.

Australian Turf Club is an Equal Opportunity Employer committed to creating and maintaining a workplace where our team members feel safe, valued and respected, regardless of gender identity, ethnicity, disability, sexual orientation or life stage. We encourage all suitable candidates to apply.