The Membership & Marketing manager is an important role within AFC Wimbledon (and the Trust), and will be primarily responsible for growing and nurturing our vibrant membership base of more than 6,000 members.
The club now has a simplified membership proposition, where members have rights to vote on important club matters (which is managed through the Dons Trust), as well as a range of benefits (which are managed and delivered through the club’s operational staff) such as shop & stadium tour discounts, access to partner offers, priority access to tickets / events / away & Cup matches and more.
This role will focus on enhancing the member experience, driving membership growth, and fostering strong relationships with our members both locally and internationally. The role will sit within the club staff, but also work closely with the Dons Trust, the Trust’s membership secretary (who is a volunteer), as well as the Board itself.
Key Responsibilities:
* Membership management: Oversee the day-to-day running of the membership programme (for adults, concessions and juniors). Working with the Trust membership secretary to support processing new memberships, renewals, and cancellations. Maintain accurate member demographics and reporting using a CRM system and working closely with Club and Trust colleagues.
* Member engagement: Develop and implement strategies to enhance member engagement and satisfaction. This includes creating targeted communications, organising events (both in-person and online), and gathering member feedback.
* Event management: Plan, organise, and execute a range of member events in partnership with the Dons Trust, including matchday experiences, social gatherings, online webinars, and Q&A sessions with players and staff.
* Member communication: Manage all member communications, including newsletters, email updates, social media posts, and website content working with the comms teams of the Trust and Club. Ensure timely and relevant communication to keep members informed and engaged.
* Member queries: Respond promptly and professionally to member enquiries. Resolve issues efficiently and ensure a positive member experience.
* Membership value: Continuously evaluate the value proposition of the membership packages and identify opportunities to enhance member benefits and offerings. This could include exclusive discounts, merchandise offers, priority ticketing, and access to unique experiences.
* Volunteer management: Identify, recruit, and manage volunteers from the membership base to support member activities and events.
* Commercial: Identify opportunities from within the membership base for sponsorship or hospitality sales. Work with the club’s commercial team to nurture the sale process.
* Data analysis and reporting: Track key membership metrics, such as engagement rates, acquisition costs, and member satisfaction. Provide regular reports to senior management and the board on membership performance and identify areas for improvement.
* Collaboration: Work closely with other departments within AFC Wimbledon, particularly ticketing, marketing/comms, commercial partnerships & events, and the Dons Trust to ensure a cohesive and integrated approach to supporter engagement.
* Budget management: Manage the membership budget effectively, ensuring resources are allocated efficiently and within agreed parameters.
About The Candidate
Knowledge and Experience
The right candidate will have at least 2-3 years’ experience of experience in membership management, customer relationship management, marketing, events management or related role.
Skills:
* Excellent communication, copywriting and interpersonal skills
* Strong organisational and time management skills
* Proficiency in CRM systems and Microsoft Office Suite
* Event planning and execution experience
* Data analysis and reporting skills
* Ability to work independently and as part of a team
* A passion for football and a strong understanding of the supporter experience (desirable)
Attributes:
* Enthusiastic and motivated with a positive attitude.
* Customer-focused with a strong commitment to providing excellent service.
* Proactive and able to take initiative.
* Flexible and adaptable to changing priorities.
* Experience working with volunteers.
* Knowledge of the football industry and the supporter landscape.
* Facebook Business Manager (Meta Ads Manager) for paid advertising, audience targeting, and performance analysis.
About The Club
AFC Wimbledon is a professional football club based in Wimbledon, London with an astonishing history, having been reformed in 2002 to continue 135 years of Wimbledon sporting representation.
In 2020 the club returned home to Plough Lane, Wimbledon - to the brand-new Cherry Red Records Stadium - a purpose-built long-awaited modern stadium with 9,000 capacity and excellent corporate and event facilities, funded by the dedicated contributions of its fans. The original Wimbledon FC played just yards away for 70 years and achieved worldwide fame by going from non-league to the Premiership and beating Liverpool in the 1988 FA Cup Final.
Owned by its fans through membership of The Dons Trust, AFC Wimbledon exemplifies community spirit and fan engagement - with award-winning community schemes and charitable endeavours alongside its sporting achievements.
The club’s men's team play in League Two, its women’s team play the third tier, and its Academy produces new generations of professional players while regularly beating the youth teams of Premier League and Championship sides.
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