Membership Operations Coordinator

About the Carlton Football Club

The Carlton Football Club is one of Australia’s oldest and most prominent sport institutions. Founded in 1864, the Club’s headquarters and training facilities are located in Carlton at IKON Park, our traditional home ground. Our IKON Park redevelopment is now complete, and we are proud of our state-of-the-art facilities that supports our high-performance environment.

We are passionate about our contribution to the Community and foster an inclusive and welcoming culture where our values are at the core of who we are and what we do.

About the Role

The Membership Operations Coordinator is responsible for assisting the Membership Operations and Ticketing Manager in delivering an exceptional membership campaign.

Reporting directly into the Membership Operations and Ticketing Manager, this role will manage a range of areas across Membership Operations including but not limited to database integrity, the Fan Data Service program, Carlton Direct payment plan program, internal ticketing processes and communication requirements, as well as the provision of matchday operations.

The Membership Operations Coordinator will work closely with the Consumer Marketing and Communications team to execute data integrity campaigns as well as failed payment communications to ensure high rates of compliance. This role will also play a large part on matchdays, managing our Club Hub and ticketing windows as well as looking after internal ticketing requirements and member guest passes.

Key Responsibilities

• Assisting the Membership Operations and Ticketing Manager with annual membership campaign, projects and daily responsibilities.
• Management of Carlton Direct payment plan program, including management of data, non-compliance rate and communication to members (outbound calls, email, SMS, mailout).
• Delivery of data integrity projects - increasing email and mobile data, cleanliness of data, overseeing the Club wide data capture campaigns and imports in Archtics.
• Develop strong external relationships with mail house, AFL Membership Shared Services, ticketing agents and other key stakeholders.
• Management of card and fulfilment program - complete card and fulfilment reporting along with the approval of weekly files.
• Assisting with internal and matchday ticketing requirements as well as member guest passes.
• Identify and build a suite of membership reports within the Fan Data Service and daily reports and sales reports.
• Processing of internal memberships for Sponsorship, Corporate, Life members, past players and staff.
• Management of distribution of Community memberships.
• Extraction of data files from Archtics for email and SMS communications.
• Assisting with the delivery of matchday operations, including Club Hub setup, ticketing requirements and staffing.
• Assisting with the annual build of Archtics through product build and seating maps.
• Overseeing the membership stock inventory.

Experience, Skills and Attributes

• Exceptional work ethic.
• Strong interpersonal skills, particularly in verbal and written communication with the ability to develop positive organisational relationships at all levels.
• Strong attention to detail and an analytical and inquisitive mind.
• Highly self-motivated and pro-active, able to work autonomously and in a team.
• Working knowledge of customer-relationship databases.
• Personal computing skills with specific knowledge of MS Word, Excel, and Outlook.
• Flexibility – ability to work outside business hours (e.g. matchday, extended hours etc.).
• A natural alignment with our Club values and purpose.
• Experience in a customer service-related role.
• Demonstrated sales experience, preferably in membership sales and/or outbound telephone sales.
• Previous experience with Archtics is desirable.
• Excellent understanding of the AFL industry and related venues.
• Previous AFL industry experience preferred but not essential

Benefits and Culture

Carlton’s values underpin how the Club operates, describing how our people work together, interact and behave. The Club is passionate about its culture, focused on cultivating a unique sense of belonging and connection. In addition, we offer our people flexible working, learning and development opportunities, as well as employee benefits such as membership, café and retail discounts, working in a world-class sporting amenity.

How to Apply

Please submit your current resume and cover letter addressed to the People and Culture Coordinator by end of Tuesday 16 April.

The Carlton Football Club is an equal opportunity employer and a place who welcomes all. We encourage people with diverse experiences and backgrounds to apply. This includes, but is not limited to, those from the Aboriginal and Torres Strait Islander, Culturally and Linguistically Diverse, and LGBTQIA+ communities. We are committed to fostering a workplace environment which is inclusive, safe, and flexible. All applicants will be considered based on the relevance of their abilities to the role and their alignment with our Club Values.

The Carlton Football Club is committed to providing a welcoming environment where the safety and wellbeing of all children and young people involved in our programs, services, activities, events, and the broader community, will always be our first priority. All staff must hold (or be willing to obtain) a current Victorian Working With Children Check as part of their employment with the Club.