Join our team as a Customer Experience Strategist
We are seeking a visionary leader to drive customer engagement, digital trends, and fan behavior.
About the Role
The ideal candidate will be a collaborative leader with exceptional communication and interpersonal skills. They will have strong analytical and decision-making ability, lead cross-functional teams in a fast-paced environment, and have a passion for sports, entertainment, and the customer experience.
Key Responsibilities:
1. Marketing & Social Marketing:
* Develop and execute the marketing strategy to grow fan base, membership, and ticket sales.
* Drive brand awareness and affinity through innovative social marketing campaigns.
* Oversee media buying, brand positioning, and advertising strategies across traditional and digital platforms.
2. Media & Public Relations:
* Lead the internal and external communications, including media relations and crisis management.
* Serve as the brand guardian, ensuring tone, language, and presentation are consistent with the company's values and image.
* Build strong relationships with media, stakeholders, and community partners.
3. Digital & Content:
* Oversee the development and execution of digital strategies across web, mobile, and social platforms.
* Ensure the company's digital presence is engaging, current, and aligned with fan expectations.
* Drive compelling storytelling through video, photography, written, and interactive content.
4. Data & Insights:
* Build a data-driven culture across customer-facing functions.
* Leverage data analytics to inform marketing, fan engagement, membership, and commercial decisions.
* Oversee CRM strategy and fan segmentation to deliver personalized experiences.
5. Fan Engagement:
* Design and deliver fan engagement strategies that increase loyalty, retention, and satisfaction.
* Lead fan-focused initiatives at games, online, and in the community.
* Act as the voice of the fan at the executive level, ensuring their perspectives inform strategic decisions.
6. Event Delivery:
* Lead the planning and execution of match day and special events to deliver outstanding experiences.
* Collaborate with stadium partners, sponsors, and internal teams to ensure smooth delivery and high fan satisfaction.
* Innovate in event presentation and entertainment offerings.
7. Corporate Hospitality Delivery:
* Oversee the delivery and enhancement of corporate hospitality programs.
* Ensure exceptional service standards, value delivery, and commercial outcomes.
* Partner with the commercial team to tailor offerings for sponsors and partners.
8. Membership:
* Own the full membership lifecycle — acquisition, retention, and engagement.
* Develop creative membership models and campaigns aligned with fan expectations and company objectives.
* Use insights to improve the value proposition and customer satisfaction.
9. Creative & Graphic Design:
* Lead the company's in-house creative team, ensuring delivery of high-quality, brand-aligned assets.
* Ensure visual consistency and innovation across all materials, digital assets, and campaigns.
* Support all departments with timely and strategic creative outputs.
You must be legally entitled to work in Australia, have the ability to attend work events outside of ordinary office hours and must be available for domestic and international travel as required.