Consumer Sales and Growth Manager
The Consumer Sales and GrowthManageris a critical leadership role within Carlton's Consumer Business team, responsible for driving ambitious membership volume and revenue outcomes across all sales channels. This role leads the Club's end-to-end membership acquisition and retentionstrategy – combining massmarket channel management, data-driven campaignexecution, team leadership, and a relentless focus on converting Carlton's lapsed members,while simultaneously growing its new member base. With a target of more than 100,000 members, this role requires a commercially minded, growth-oriented leader who canoperateat both a strategic andoperational level, managing a high-performing sales team including an outbound call centre function.
Key Responsibilities:
* Lead,coachand develop a high-performing consumer sales team, including direct reports and an outbound callcentrefunction, to achieve volume and revenue targets
* Work with the clubs marketing function to develop and execute a comprehensive membership sales strategy across mass, direct, digital, and outbound channels, with clear channel accountability and performance metrics
* Own Carlton's lapsed member reactivation program, developing tailored approaches for different lapsed cohorts based on tenure, product type, and engagement signals
* Build and execute new member acquisition strategies,targeting untapped audience segments, with a particular focus on converting Carlton's large supporter base into members
* Manage callcentreoperations end-to-end, including rostering, scripting, training, quality assurance, and outbound performance
* Lead innovation in product positioning, sales mechanics, and offer design to drive incremental membership uptake across all products
* Work closely with the CRM capability toleveragedata insights, automated journeys, and audience segmentation topersonaliseoutreach at scale
* Set and track conversion rate targets for both reactivation and new member streams, continuously iterating based on performance data
* Collaborate with Marketing to ensure campaigns, creative, and messaging are aligned tosales objectivesand audience segmentation
* Own salespricing,forecasting, pipeline management, and performance reporting against volume and revenue KPIs, providing regular updates to the Head of Consumer
* Identifyand expedite risks to membership targets early, with proposed mitigating actions
* Manage the sales budget, including outbound resourcing, technology costs, and campaign spend
* Collaborate across the Consumer team including Membership Operations, Member Experience, Retail and Licensing, and Carlton College of Sport, to ensure sales activity is integrated with the broader member lifecycle
* Build strong relationships with key internal and external stakeholders including AFL, ticketing and technology partners, and the broader Consumer Business leadership team
Role requirements Technical Knowledge and Experience:
* Demonstrated experience in a senior sales leadership role within a consumer-facing,high-volume environment (sport, media, subscription, retail, or similar)
* Proventrack recordof delivering against ambitious sales volume and revenue targetsacross multiple channels
* Experience managing and developing outbound sales teams, includingcallcentreoperations
* Strong commercial acumen with the ability to interpretdata,identifytrends, and translate insights into sales action
* Experience designing and executing lapsed member reactivation or customerwin-backprogramsat scale
* Familiarity with CRM platforms (Salesforce,EngageRM, or similar) and marketingautomation tools
* Experience working with callcentretechnology and outboundplatforms
* Sound knowledge of Microsoft Office applications, particularly Excel, forforecasting, reporting, and pipeline management
* Demonstrated ability to lead, develop, andretainan engaged, high-performingteam
* Experience setting clear performance expectations, providing regular feedback, andcoaching team members to reach their potential
Personal attributes and behaviours
* Excellent communication skills with the ability to work collaboratively across teams and stakeholders
* Energetic and passionate about growing Carlton's membership base and connecting with the Club's supporter community
* Highly self-motivated and results-driven, with the ability tooperateboth strategically and operationally
* Growth mindset with a commitment to continuous improvement, innovation, and testingnew approaches
* A natural leader who brings the best out of others and creates an environment where people feel supported, valued, and motivated to perform
* Resilient and adaptable, with the ability to manage competing priorities and perform under pressure
Qualifications and experience
* Tertiary qualification in business, commerce, marketing, or a related field (desirable)
* Relevant industry experience may be considered in lieu of formal qualifications
* AFL or broader sports/entertainment membership or ticketing experience (desirable)
Other
* Working Match Day requirements, including evenings, weekends and Public Holidays
* Valid Victorian Working with Children Check
* National Police Check
* Driver's License
* Child Safety Standards
The Carlton Football Club is committed to providing a welcoming environment where thesafety and wellbeing of all children and young people involved in our programs, services, activities, events, and the broader community, will always be our 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. The Club takes the safety of children and young people very seriously and reviews all processes and procedures in line with current state and federal legislation.
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