POSITION DESCRIPTION. Membership Consultant- Casual. Aquatic and Leisure Services

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1 POSITION DESCRIPTION TITLE: Membership Consultant- Casual POSITION NUMBER: DIVISION: Community Services BRANCH/UNIT: Aquatic and Leisure Services DATE APPROVED: February 2011 APPROVED BY: 1. POSITION OBJECTIVES The Membership Consultant provides a professional sales focus for prospective club members, implements sales and marketing strategies and actively sells club memberships. The Membership Consultants role is integral to the continued growth and success of the Recreation Centres. 2. KEY RESPONSIBILITY AREAS 2.1 Prospecting and qualifying new club members. 2.2 Outreach to local business s and places of interest. 2.3 Conduct initial introductions, presentations and tours of the facility. 2.4 Implement membership sales strategies and actively sell new memberships. 2.5 Maintain customer database and collect statistics on new membership activity and take up rates. 2.6 Participate in customer service feedback programs distributing and collecting surveys and reporting customer feedback. 2.7 Follow up discontinued memberships and actively collect information regarding the reasons for discontinuation. 2.8 Assist in the ongoing development and promotion of the MARC/ CAHC/ ORC club culture. 2.9 Develop an awareness of competitor pricing and products.

2 3. ORGANISATIONAL RELATIONSHIP Reports to: Membership Coordinator Internal Liaisons: Senior Management Team and staff Centre users External Liaisons: Community Organisations / Schools / Residents / Local Businesses Contractors and Suppliers 4. ORGANISATIONAL CONTEXT The City of Monash is a cosmopolitan city with nearly 40% of its 172,000 residents coming from more than 30 countries, It is one of Melbourne s most populous municipalities and is close to the demographic centre of Melbourne. It has a highly skilled and well-educated workforce, with 13% having a degree or higher education. Its residents also enjoy a high level of home ownership that is considerably higher than the Melbourne average. The Council s mission is to further improve the City of Monash as a place where people prefer to live, work and conduct business through: the protection, enhancement and development of the physical, economic, social and recreational environment of the City; ensuring services that reflect community values and measured community needs are provided efficiently and effectively; and promoting, encouraging and supporting a strong sense of community throughout the municipality. Five Divisions deliver the Council s programs and services. They are: City Development; Corporate Planning and finance; Community Services; Human Resources and Administration; and Infrastructure Services. The Community Services Division provides a wide range of customer focused services that are relevant, of high quality and based on best commercial principles. The Division delivers services in: Aquatic and Leisure; Aged accommodations and care; Home and community care; Home maintenance; Food services; Senior Citizens services; Children s services;

3 Youth services; Maternal and child health services; Arts; Libraries; Community information; Recreation services; Waste management and recycling; Community liaison. The incumbent of this position is required to contribute to the achievement of the Council s mission through effective teamwork with colleagues, including those in other Divisions and in developing sound working relationships with a range of internal and external parties. The MARC is a community resource providing valuable aquatic and health and fitness facilities for the Monash community, schools and users from outside the municipality. The Centre is a premier facility within Victoria and has been architecturally designed to maximise the centre s cutting edge technologies in pool filtration, wave pool technologies, state of the art fitness equipment, in built safety features and ease of access for specialist groups. Wellness Centre and Café operations are operated under separate agreements with the City of Monash and managed on a daily basis by Centre management. The Centre s budget is in excess of $5.5 million. MARC is a significant employer in the Monash area, employing approximately 140 staff, full-time and casual. The CAHC is a multi-functional facility within the Clayton Community Centre. This leading community centre houses Library Operations, Youth and Family Services, Maternal and Child Health Services, Occasional Care Services, a Café, Arts and Theatre facilities, Department of Human Services- Allied Health services and Aquatic and Health Club facilities. The centre budget is approximately $1.5 million. MARC and CAHC are managed by a professional management team, which is focused on high levels of customer service. There are four main Business Units, which are supported by the Sales and Marketing : Operations Aquatics Health & Fitness Service & Administration The ORC is proudly owned and operated by the City of Monash and services both the local and the broader communities surrounding the Centre. The Centre is bound by light industrial business, the Oakleigh Golf Course and Oakleigh Tennis Club. The Scotchmans Creek bike path and walking trail provides a pedestrian and cycle link with the other areas of Chadstone and Oakleigh. The Centre underwent a $10 million extensive pool redevelopment in 2009 to provide premium recreational facilities. The Centre provides the community with a heated dive pool, heated 50mtr outdoor pool, multipurpose pool; play pool and

4 splashpad and landscaped feature gardens to complement the existing indoor facilities comprising a 4 court indoor stadium, gymnasium, café, crèche and group exercise. 5. ACCOUNTABILITY AND EXTENT OF AUTHORITY Community Services Director Aquatic and Lesisure Services Sales and Marketing Finance Membership Team Leaders Membership consultants MARC & CAHC Centre ORC Centre Aquatics MARC and CAHC Group Operations MARC,CAHC,ORC Service and Administration Health and Fitness Assistant BusinessUnit staff 5.1 Initiate contact with potential club members and actively sell membership packages according to sales strategies. 5.2 Act as a frontline representative of MARC/ CAHC/ ORC. 5.3 Contribute to the development of the Centre s marketing strategy through the collection of data from potential, existing and discontinued members. 6. JUDGEMENT AND DECISION MAKING 6.1 Make recommendations regarding membership campaigns. 6.2 Assess potential members needs and determine appropriate membership packages for club members. 7. SPECIALIST KNOWLEDGE AND SKILLS 7.1 Sound knowledge of marketing/sales strategies/campaigns. 7.2 Knowledge of MARC/ CAHC/ ORC services and practices. 7.3 Knowledge of MS software suite. 8. MANAGEMENT SKILLS 8.1 Sales administration skills. 8.2 Sound organisation and time management skills.

5 9. INTER-PERSONAL SKILLS 9.1 Well-developed communication and interpersonal skills. 9.2 Well-developed presentation and sales skills. 9.3 Strong customer service orientation. 9.4 Sound Team skills. 10. QUALIFICATIONS AND EXPERIENCE 10.1 Sales and marketing experience in the Health and Fitness Industry or relevant setting Experience in a quality customer service environment Experience in receiving and reporting on customer service feedback Experience in the use of MS software suite, particularly in the production of statistical data for planning processes Current Drivers Licence and ability to travel to various work locations if required 11. KEY SELECTION CRITERIA 11.1 Experience in sales and marketing, particularly in initiating and developing new membership sales Well-developed interpersonal communications and presentation skills Administrative and statistical/data record keeping experience Point of Sale, database management and Microsoft office suite skills 12. OTHER RELEVANT INFORMATION Risk Management The effective management of risk is critical to ensuring Council achieves and sustains its Corporate and Business Planning objectives. Risk is inherent in all business functions (there is no risk free environment); therefore it is managed in a consistent and structured method in accordance with the City of Monash Risk Management Framework and Australian Standards for Risk Management. All Council employees are committed to ensure that Organisational objectives are met whilst the welfare of the staff, community, visitors and contractors is protected and property (real and intellectual), equipment, information and financial assets are preserved. Every staff member of the City of Monash is responsible for identification of potential risks and opportunities related to their areas of responsibility, while management (at all levels) is responsible for the development of risk mitigation plans and the implementation of risk reduction strategies. Managing risks and opportunities forms an active part of day-to-day business activities and planning processes.

6 Occupational Health and Safety Under Council s Occupation Health and Safety Strategy all employees are required amongst other things, to act responsibly and in a manner which does not put the health and safety of themselves or others in the workplace at risk, diligently observe and maintain a duty of care to themselves and all others within the work environment and to perform duties in accordance with accepted work practices and procedures. Employees in a supervisory role must ensure that safe work practices are observed and issue instructions in relation to or cease unsafe work practices in the workplace. Equal Opportunity and Harassment All employees of the City of Monash have a legal and moral responsibility to treat each other fairly and are expected to fulfil these responsibilities as a condition of employment. As employer the City of Monash will not defend or support discriminatory actions of staff that are unlawful. Employees are encouraged to support each other in creating and maintaining an environment that is free of harassment. Privacy The City of Monash is committed to complying with the Information Privacy Act The City of Monash recognises the importance of the privacy of personal information collected by the Council and is committed to ensuring that personal information is appropriately stored and managed. All employees must therefore, at all times, ensure that the personal information collected and held by the Council is protected from misuse, loss, unauthorised access, modification or disclosure. Council employees will only collect information directly relating to the services being provided to clients. Council employees will not disclose personal information to any person or organisation without written consent or unless prescribed by a lawful instruction. Code of Conduct The Code of Conduct provides a framework for ethical professional behaviours that must be observed in the range of interactions between Council employees and with the public. It covers various areas of professional conduct and details the minimum standards of behaviour expected of employees. The Code applies to all employees of the City of Monash and all employees are expected to familiarise themselves with the Code and ensure compliance with its principles.