Membership and Ticketing Manager

Club

Role purpose

Membership operations and growth

• Own annual membership delivery, including product setup, renewals, on-sales, payment plans and entitlements.
• Manage Archtics season builds, checking products, pricing, access rights and renewal settings before launch.
• Manage automatic renewals, payment processing and overdue payment follow-up with Finance.
• Coordinate membership benefit fulfilment with Retail and the fulfilment partner.
• Deliver acquisition, renewal and lapsed-member campaigns with Marketing, including audience lists, communications and outbound sales.
• Set team targets, monitor results and adjust activity to improve conversion and retention.
• Use member feedback and performance insights to inform products, pricing and benefits.

Ticketing and match-day operations

• Own home-fixture ticketing delivery for VFL/VFLW and AFL/AFLW as the club enters each competition, including finals.
• Manage event builds, pricing, seating plans, allocations, holds, release schedules and member priority access with ticketing providers and venues.
• Test ticket sales, member access and digital tickets before each on-sale and fixture.
• Manage ticket allocations for members, premium products, staff, Football, Commercial and other club stakeholders under approved policies.
• Plan match-day staffing, service locations, access troubleshooting and contingencies.
• Work with Marketing and venues to drive ticket sales and attendance, monitoring sales, capacity and attendance to inform ticket releases.
• Manage relationships with ticketing providers, venues and the AFL.

Member service, systems and reporting

• Set service standards for phone, email, online and in-person channels and ensure timely, friendly service.
• Resolve complex complaints and escalations, referring significant issues to the Head of Consumer.
• Maintain accurate membership and ticketing information, FAQs and service procedures.
• Coordinate member benefits and services with Events, Retail, Marketing and Operations.
• Manage Archtics and ticketing platform access, configuration, testing and issue resolution.
• Maintain accurate membership and ticketing records, communication lists and entitlements under club privacy and data requirements.
• Work with Data to resolve data flows between ticketing systems, Salesforce and communication platforms and improve reporting and automation.
• Report on membership sales, renewals, ticket revenue, attendance, service and fulfilment.
• Manage approved budgets, check supplier invoices, reconcile ticketing and payments, and flag variances.

Team leadership and improvement

• Lead and develop the Membership Team, setting priorities, performance measures and accountability.
• Ensure the team plans, trains and manages casual staff for sales, service and match-day requirements.
• Maintain procedures and delivery calendars and improve processes to reduce errors, manual work and repeat enquiries.

Description limitation

Requirements

• Ability to lead and develop the Membership Team, setting priorities, performance measures and accountability.
• Ability to plan, train and manage casual staff for sales, service and match-day needs.
• Capability to manage membership and ticketing systems, including configuration, testing and issue resolution.
• Capability to manage sales, renewals, ticket revenue, attendance, service and fulfilment reporting.
• Capability to manage operating budgets, supplier invoices and ticketing and payment reconciliations.
• Ability to maintain membership and ticketing data in line with club privacy and data requirements.