Senior Manager, Membership & Customer Experience

About Us
At Brisbane Racing Club (BRC), we’re more than just a place for world-class racing – we’re a vibrant community driven by passion, history, and an exciting future. We’re proud to deliver unforgettable race day experiences and exceptional service to our members and patrons. We’re looking for a Senior Manager, Membership & Customer Experience to join our Commercial team. This is your chance to lead a dynamic team, drive membership growth, and create lasting memories for our community.

About the Role
As the Senior Manager, Membership & Customer Experience, you’ll be at the forefront of shaping our membership strategies. You will be at the heart of our membership strategy, driving growth, engagement, and creating memorable experiences for our valued members and patrons. Your ability to connect with people, lead a high-performing team, and bring fresh ideas to life will be crucial in shaping our membership program and elevating the customer experience. Your leadership, energy, and passion will guide the team and empower them to deliver exceptional service at every touchpoint.

Key Responsibilities

• Shaping Membership Strategy: You’ll develop and implement strategies to grow and retain our membership, creating an exceptional experience at every stage of the journey.

• Building relationships: Connecting with members, stakeholders, and the team, bringing them together with a shared vision.
• Leading with energy: Guiding and mentoring a passionate team while driving initiatives that boost membership growth, retention, and satisfaction.
• Driving change: Proactively engaging with stakeholders, influencing decisions, and empowering others to reach new heights. Your leadership will help elevate our customer experience and transform our membership program into something extraordinary.
• Making an impact: Managing budgets, tracking performance, and continuously improving processes to ensure every event and interaction is a success.

What We’re Looking For

• Leadership and Energy: We’re seeking someone who can energise a team, lead by example, and create a positive, results-driven culture.
• Experience & Expertise: At least 5 years in membership, events, marketing, or sales, ideally with a focus on member loyalty programs or customer-centric organisations.
• Strong Problem-Solving Skills: You can think on your feet, juggle competing priorities, and make smart, data-driven decisions.
• Exceptional Communication: You have outstanding interpersonal skills, able to connect with people and influence at all levels.
• Tech-Savvy: Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Adobe) and relevant CRM/ticketing platforms.
• Industry Knowledge: Familiarity with the thoroughbred racing industry, events management, or hospitality would be a bonus!

What You’ll Get

• The opportunity to shape BRC’s membership strategy and customer experience at one of Australia’s most iconic racing clubs.
• A supportive, collaborative work environment where your ideas and energy will be valued.
• Leadership and mentorship opportunities to help you grow and evolve in your career.
• A range of employee benefits, including discounts, rewards, and professional development opportunities.

Why Join Us?
At BRC, we’re a community built on passion, history, and a bright future. We offer an inclusive, dynamic culture where both men and women thrive and are empowered to succeed. If you’re driven to make a meaningful impact, connect with people, and lead a team toward excellence, this is your chance to help shape the future of BRC.

Ready to Apply?
If you’re excited about this opportunity and ready to take your career to the next level, we’d love to hear from you. Apply now and let’s start this exciting journey together!