Member Recruitment (Sales) Manager - Brisbane Broncos - Closing 25 Oct 2021
Brisbane Queensland, Australia
Full time, Contractor/temporary
About the Broncos
The Brisbane Broncos are a professional rugby league football team participating in the National Rugby League competition. The Brisbane Broncos are one of the most successful clubs having won 6 premierships in the 34 seasons they have played. The club was founded in 1987 with their first season played in 1988, and was the first club from outside New South Wales to participate in the New South Wales Rugby League competition. The Brisbane Broncos are the only publicly listed sporting franchise on the Australian Securities Exchange.
Reporting directly to the Manager of Memberships and Merchandise, this role is responsible for managing a small sales team that collectively drives membership acquisition, crowd growth and new business through telemarketing, referrals, fan engagement, digital campaigns and lead generation.
Working closely with the Member Servicing team and holding shared leadership responsibilities across membership and ticketing, this role is accountable to driving an energetic and collaborative sales environment where team members celebrate every new conversion, whilst continually driving growth through sales strategies.
Create a collaborative team environment that continually encourages growth, teamwork and excellence.
Responsible for regular and ongoing group and individual training of sales staff in rapport building, conversion techniques, objection handling and other core skills relevant to the roles.
Responsible for holding the team accountable to sales targets and regularly reporting key metrics.
Provide continual support and guidance to the Consumer team, as required or requested.
Work collaboratively with the Consumer Operations Manager to ensure the team as a whole remain on track to continually deliver tasks, priorities and targets.
Ensure all direct reports are familiar with and adhering to the key privacy principles in all interactions.
Customer Service & Member Experience
Manage the membership sales call centre and ensure all calls are of a high quality, hold times are minimal and members and fans are getting the answers they need.
Seek and provide feedback to direct reports on their phone manner to ensure every touchpoint is a positive one for members and fans when they interact with the team.
Handle all complaints received in a manner that is sympathetic to the situation and puts the customer first at every step until full resolution is reached.
Plan for and take part in quarterly team reviews of our service levels with Manager to ensure the team are continually striving for improvements and addressing any shortfalls regularly.
Promotions & Activations
Ensure Broncos memberships are being promoted at every opportunity, including external events, to keep our message front of mind to grow the membership base year on year.
Regularly monitor internal social media pages and websites for membership content to ensure it remains timely and accurate.
Manage the workflow, mechanics and promotion of key membership sales campaigns.
Regularly source prizes from other commercial departments and partners to include in sales campaigns as giveaways and prizes throughout the year as conversion incentives.
Continually work on building partnerships with schools, junior rugby league and our community and indigenous programs that add value and provide growth opportunities across membership and ticketing.
A complete Position Description is available on the Brisbane Broncos website under our ‘Careers’ section
To be considered for the role, candidates must address the following:
You will have tertiary qualifications in a relevant discipline coupled with a minimum of two years’ experience managing a successful sales team
Telemarketing experience with extensive formal sales training
Demonstrated understanding of the sales process and its application to growth
Experience using Archtics is desirable, but not mandatory
As passion for sales and customer service
Ability to handle challenging customer situations with empathy
Competent with all Microsoft applications particularly, Outlook, Teams, Excel and Dynamics preferrable
An understanding of the NRL, major sports administration, sports entertainment industry or related industries is desirable.
Apply for this job
Please apply online via seek.com.au. Please attach your resume and a cover letter addressing the key criteria, plus contact details for two recent referees by COB Monday 25 October 2021.