Marylebone Cricket Club
Membership Administrator - Affiliate Status
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Department: Club Services
Reporting to: Senior Membership Manager, Club Services
Contract: Full Time
DIMENSIONS OF ROLE
Hours: 09:00 to 17:00 Monday to Friday (inclusive), including one-hour unpaid lunch on each day worked; making a total of 35 working hours per week.
ROLE CONTEXT
Club Services delivers MCC’s market-leading customer services for Members and the public, adopting an effective customer-centric driven approach. The department combines Member insights with deep staff expertise to enhance and connect across key customer journeys responsible for delivering membership services, societies and sports administration and all match day ticketing.
From 2027, MCC will introduce Affiliate status as an entry-level stage in the Club’s membership journey. It is intended primarily for Candidates on the waiting list and will provide a defined package of benefits, including access to selected match days, tailored merchandise, in-ground discounts and participation opportunities. Affiliate status will precede any future offer of Associate Membership and, subsequently, Full Membership.
KEY PURPOSE OF ROLE
The Membership Administrator, Affiliate Status provides administrative support for MCC's Affiliate status programme. The role assists with the annual Affiliate lifecycle, including applications, subscriptions, renewals, communications, account administration and enquiries.
The postholder will liaise with internal departments and external suppliers to support the smooth operation of the programme and help ensure Affiliates receive a consistent and high-quality experience.
KEY TASKS AND ACCOUNTABILITIES
Affiliate lifecycle administration
- Coordinate Affiliate applications, subscriptions, renewals and annual status administration.
- Support the transition of eligible Candidates and applicants to Affiliate status in accordance with agreed processes.
- Maintain accurate Affiliate records, accounts and payment information on the Club’s CRM platform.
- Track operational deadlines and ensure key activities across the annual Affiliate lifecycle are completed accurately and on time.
- Assist with the reconciliation of Affiliate accounts, subscriptions and payments.
Communications and service
- In conjunction with the Member comms team, coordinate and schedule Affiliate communications across the annual lifecycle.
- Serve as a first point of contact for Affiliate enquiries by telephone and email, providing professional and timely responses.
- Respond to enquiries through to an appropriate conclusion and escalate complex matters to the Senior Membership Manager or relevant Club Services lead when required.
- Provide practical assistance with online accounts, digital passes, the ticketing website and the Lord’s App.
- Contribute to an inclusive, welcoming and high-quality Affiliate experience.
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Stakeholder coordination and reporting
- Liaise with relevant MCC departments and external suppliers, including Retail and access-control partners, to support merchandise, digital passes and other Affiliate benefits.
- Maintain effective working relationships across MCC to ensure activity is coordinated and operational issues are resolved promptly.
- Produce regular reports on Affiliate take-up, attendance and benefit usage to support management reporting and papers for the Membership Committee.
- Gather feedback and use operational insight and data to recommend improvements to the Affiliate proposition and customer journey.
- Work with IT and system providers to identify opportunities to improve processes and the digital customer experience.
Wider Club Services and match-day support
- Develop proficiency in MCC’s CRM, SeatGeek ticketing system and digital ticket fulfilment through the Lord’s App.
- Support match-day service delivery, including staffing ticket counters and ingress areas and troubleshooting Member and public enquiries.
- Contribute to the delivery of the Lord’s Welcome and wider Club Services objectives.
- Undertake other reasonable administrative and reporting duties appropriate to the role.
This job profile is not an exhaustive or definitive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks and duties of the jobholder might differ from those outlined in the job profile and duties might be amended as the job evolves in light of the needs of the business and/or at the discretion of management.
VARIATIONS OF JOB RELATING TO MAJOR MATCHES
- Attendance at all major match-days, including some weekends.
- Any other duties as required whether in the Department or elsewhere around the Ground.
VALUES AND BEHAVIOURS
SMART
- We use our knowledge and expertise to ensure that everything we do looks, sounds and feels high quality
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ATTENTIVE
- We are open and welcoming to all, always paying close attention to people’s needs
ORIGINAL
- We are proud of our history and constantly seek to evolve and innovate
TOGETHER
- Like players, we help each other to achieve our collective goals and be our personal best
PERSON SPECIFICATIONS, SKILLS AND QUALIFICATIONS
Essential experience:
- In an administrative or customer-service role within a busy, customer-focused environment.
- Managing enquiries through to resolution and escalating complex matters appropriately.
- Maintaining accurate customer, account or payment records.
- Using CRM, SaaS or comparable customer-service platforms.
- Coordinating activity with internal stakeholders or external suppliers.
Essential skills and behaviours:
- Excellent written and verbal communication skills.
- Strong organisational skills, with the ability to manage recurring processes, competing priorities and deadlines.
- A high level of accuracy and attention to detail.
- A proactive and structured approach to problem-solving.
- The ability to work independently and collaboratively as part of a team.
- Confidence supporting customers in challenging or time-sensitive situations.
- A commitment to delivering an inclusive and high-quality customer experience.
- Flexibility to work selected match days, evenings and weekends.
Desirable experience and knowledge:
- Experience of membership, subscription, ticketing or access-control administration.
- Knowledge of CRM, ticketing or digital-pass systems.
- Knowledge of MCC, cricket and the major-match calendar.
- Experience producing operational, management or customer-insight reports.
MCC is committed to being an equal opportunity employer. All qualified applicants will receive consideration without regard to race, colour, sexual orientation, gender identity, disability, national origin, religion, sex, and or other legally protected status. If you have any particular requirements in respect of the recruitment or interview process, please mention this in a covering email/letter.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
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