Membership and Ticketing Campaign Officer

The GIANTS are on an exciting journey both on and off the field. With teams in the AFL, the AFL Women’s League and Super Netball competitions, the GIANTS truly are a club like no other.

On field, the AFL team has quickly grown into one of the competition’s most exciting teams with several players becoming household names across the country. Likewise, the on-field achievements of our AFL Women’s and GIANTS Netball teams are seeing the club connect with more fans and followers than ever before.

Off field, the club’s exciting, innovative, and fresh brand is growing as it engages with members, fans, the community and key stakeholders across Western Sydney, Canberra and Nationally.

The GIANTS’ AFL and AFL Women’s teams are based at the club’s elite training and administration facility in Sydney Olympic Park, with GIANTS Netball based adjacent at Netball Central.

At the heart of our brand, there’s a GIANT in all of us, is the belief that everyone is a GIANT and by living our values and commitments we will deliver on our purpose – To create a club like no other that delivers the best family entertainment, wins premierships and enriches the lives of people in Western Sydney, Canberra and broader communities.

The Membership and Ticketing Campaign Officer is a key member in the Consumer team. This role will support both growth in attendance at GIANTS home games, and growth & retention of GIANTS members, through various sales and engagement initiatives. You have a passion for sales and enjoy working at pace to execute new campaigns and deliver results, while also understanding the importance of a strong operational foundation in documenting processes and results, to enable campaigns to be repeated and efficiencies to be identified.

This role will be accountable for achieving ticket sales and membership sales targets (both retention and acquisition), as well as executing engagement campaigns and communications to drive satisfaction and ultimately attendance.

Reports to:

• Head of Consumer Sales

Direct Reports:

• NA

Other Key Relationships:

Internal:

• Membership Team
• Ticketing Team
• Consumer Team
• AFLW, AFL and Netball Operations Departments
• Community Department
• Commercial Department

External:

• AFL MSS
• AFL NSW / ACT
• AFL Expansion Hub
• Ticketmaster
• Ticketek
• GIANTS Cheer Squad
• Community Partners
• Corporate Partners and Sponsors

Key Responsibilities:

• Creation and execution of sales campaigns, across ticketing and membership
  • Ticketing – groups and sampling.
  • Membership – acquisition, retention, and upsell.
• Collaboration with Membership and Ticketing team as well as wider consumer team where appropriate to coordinate consumer engagement initiatives and campaigns, including the GIANTS Cheer Squad, First Year Member Program, Member Satisfaction (see below), and interdepartmental initiatives (e.g. collaboration with commercial team, media team, etc.)
  • Member Satisfaction includes match day experience, member events, outbound satisfaction campaigns (call, email, SMS).
• Communication oversight including the management and/or coordination of creative briefing, copy approvals, and scheduling for all Membership and Ticketing communications.
• Ownership and development of external relationships to enable achievement of the above, and in particular growth of group ticketing.
• Provide superior sales and customer service to all members and fans of the GIANTS.
• Contribute to and assist in achieving overall department KPI's.

• Customer service skills.
• Strong interpersonal skills and high attention to detail.
• Experience with large databases and the ability to multitask.
• Experience working in a Membership and Ticketing environment is highly regarded.
• Strong communicator that can multitask and be a key contributor to the team in high pressure scenarios.
• Previous experience in Salesforce CRM and Ticketing systems (Ticketmaster’s ARCHTICS database system) is highly desired.

Commitments & Values

• Engage
  - We entertain in all that we do
  - We enrich ourselves and others by being open and accessible
  - We communicate and collaborate
• Grow
  - We will build our club and our people
  - We strive for greatness
  - We celebrate our wins
• Challenge
  - We hold ourselves and others accountable to the highest standards
  - We will innovate, create and lead
  - We are resilient
• Respect
  - We celebrate our diversity and promote inclusion
  - We own our story to enhance our legacy
  - We are authentic and act with integrity in all we do