Head of Consumer Business Operations
Carlton Football Club
The Carlton Football Club, nicknamed the Blues, is a professional Australian rules football club that competes in the Australian Football League, the sport's top professional competition.
- Posted
- 8 Sep 2023
- Status
- Full Time
- Location
- Australia
- Closing date
- 1 Oct 2023
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
Supporter connection, experience and engagement is a significant part of all AFL and AFLW clubs and is an important factor in building sustainable Club success. It is at the heart of the reason Carlton exists, which is to create a strong sense of belonging, and our membership experience, including ticketing and member operations are at the core of all professional sporting organisations.
The Head of Consumer Business Operations is responsible for underpinning the Membership Sales team with new supporter acquisition opportunities, and operational database management to maximise membership growth. The role is also responsible for delivering exceptional membership campaign/s, including the membership product build, price recommendations, management of the fulfilment program and liaising with all stakeholders to deliver an accurate, valued and timely membership program. This position will also oversee and ensure all strategic targets are met across Consumer.
This role will also oversee and manage the Club’s membership database. This includes management of the membership program and ticketing for all Carlton games for our members, fans and all internal stakeholders. The role will focus on growing the database of engaged supporters, with an emphasis on data quality and identifying key prospects for membership sales. The role will lead a culture of high data management amongst the Consumer team and ensure data management practices optimise opportunities for future sales and maximise the customer experience.
The Head of Consumer Business Operations will also assist with the database management of other areas within Consumer Business. It is expected that industry best practice will be applied across membership, retail and the Carlton College of Sport.
With new growth areas within local, regional and interstate communities, it is essential for the Carlton Football Club to further consolidate its current members and begin targeting new markets, whilst ensuring every touch point with Carlton is a memorable and engaged experience. The intended outcome in the long term is to translate supporter interactions and a sense of belonging, into Carlton memberships, which in turn, aims to contribute to an increase in Club revenue streams.
Overseeing the Supporter Engagement team; the focus is to:
- Deliver creative and exciting match-day activations, both on and off the field, to drive engagement and meet attendance targets across the AFL and AFLW match day.
- Lead the crowd build strategy across the Club and liaise with key stakeholders amongst club departments to achieve shared attendance and engagement outcomes.
- Create opportunities for supporter groups to interact with the Club and assist supporter group leaders to deliver events that foster a greater connection with Carlton.
- Identify Carlton supporters and maximise connection with the Club through data acquisition.
- Planning of regular, engaging supporter communications and events that provide a uniquely Carlton experience.
- Execution of casual ticketing strategy and monitoring sales and revenue.
- Deliver strategy to engage with the diverse Carlton community, focusing on multicultural and gender diversity within the supporter base, while leveraging existing community stakeholders to continue to nurture and grow Club communities.
The Head of Consumer Business Operations will also act as a 2IC to the General Manager – Consumer Business and support in delivering key focus areas across the Consumer function, with priorities given to key strategic priorities including membership acquisition, home match-day attendance targets and creating a customer centric framework for all Carlton members.
About You
- Considerable experience in leading, developing and managing high performing team/s.
- Personal computing skills with demonstrated experience using a CRM database and specific knowledge of Excel, Word and Outlook.
- Previous experience of the Ticketmaster Archtics database and general ticketing is desirable.
- Strong interpersonal skills, particularly in verbal and written communication with the ability to develop positive organisational relationships at all levels.
- Strong appreciation and understanding of the importance of the member and supporter experience and levers to maximise each supporters’ experience.
- Outstanding leadership capabilities – committed to team success as well as personal development.
- Is approachable, with a positive professional impact.
- Operates with integrity in all dealings.
- An analytical and inquisitive mind.
- Outstanding communication and relationship skills with the ability to build trust, establish and maintain credibility.
- Ability to think laterally and initiate positive changes in the workplace.
- Places value on collaboration and working well with others.
- Demonstrates initiative and is comfortable trialing new ideas/concepts.
- A natural and genuine alignment with Carlton values and purpose.
Carlton 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 click “Apply Now” to send a CV and cover letter to Carlton.