About us

The Sydney Roosters are looking for a highly organised and detail-driven professional to join our Membership & Fan Engagement team. This multifaceted role is crucial to the successful delivery of our Membership program and requires someone who takes absolute pride in precision and accuracy across all tasks.

You’ll be responsible for managing key touchpoints such as customer service, data fulfilment and Archtics database administration. A significant focus of the role involves handling and reporting on sensitive data—where even the smallest oversight can impact member satisfaction, financial tracking, and operational delivery.

Success in this role hinges on your ability to spot inconsistencies, manage complex workflows, and maintain meticulous records. Whether you’re generating fulfilment files, analysing auto-renewal performance, or communicating with Members, attention to detail isn’t just important; it’s essential.

If you're someone who thrives in a fast-paced, high-accountability environment and takes pride in getting things right the first time, we encourage you to apply.

Duties & Responsibilities

Customer Service

• Handle inbound communication channels for the Club, including phone, email, and online chat, ensuring timely and effective responses.
• Maintain a consistently high standard of professionalism, accuracy, and courtesy across all customer touchpoints.
• Work closely with the Membership & Fan Engagement Manager to enhance service quality through ongoing training, process improvements, and the adoption of relevant technologies.
• Manage the Ultimate Membership relationships in fulfilling benefits.

Member Pack Fulfilment

• Coordinate with the Club’s fulfilment partner to develop and implement the member pack fulfilment program at the start of each season.
• Ensure a high level of accuracy and attention to detail when preparing, reviewing, and updating fulfilment data.
• Generate and deliver weekly fulfilment files, incorporating updates and changes based on current membership package configurations and sales activity throughout the season.

 Database (Archtics) Management

• Perform core administrative tasks within the Archtics database to support the Membership program, including:
  • Membership program setup and maintenance
  • Fulfilment programming
  • Product creation and configuration
  • System testing and quality checks
  • Data reporting and analysis
  • Issue resolution and troubleshooting
• Serve as the primary point of contact between the Sydney Roosters and Ticketmaster (Archtics) to ensure smooth system operation and collaboration.
• Stay informed on Archtics system updates, tools, and innovations to continuously enhance the efficiency and effectiveness of the Membership program.
• Drive data acquisition and enrichment initiatives to improve member insights and engagement strategies.

Membership Analysis & Reporting

• Analyse and forecast the Membership program’s auto-renewal outcomes, factoring in membership prices, package quantities and expired credit cards.
• Monitor expired credit cards associated with Membership accounts on an ongoing basis.
• Track declined transactions and unresolved revenue throughout the year.
• Deliver actionable insights to the Membership & Fan Engagement team to highlight potential performance gaps across different Membership packages.
• Compile and report on email campaign performance metrics, including subscriber growth, open rates, click-through rates, and more.

Casual Staff Support

• Onboard and train casual staff for both administrative duties and match day operations.
• Coordinate casual staff rosters to ensure appropriate coverage and operational efficiency.
• Serve as the primary point of contact for casual staff, addressing questions, resolving issues, and promoting a positive team culture.

Match Day Operations

• Contribute to the setup and pack-down of match day precinct activities, including Club branding, Membership marquees, and related infrastructure.
• Develop and execute innovative strategies to drive new membership sales at home matches.
• Design and implement strategies to capture, enhance, and utilize fan data during match day to drive future engagement and sales opportunities.

This role will be required to work at all NRL and NRLW Roosters Home Games and Membership/Club events, including on weekends.

To be successful in this role you will have: 

• 1-2 years of industry-relevant experience.
• An ability to improve and implement process and procedures.
• Experience working with Ticketmaster’s Archtics database.
• Experience working with membership and/or ticketing platforms.
• Strong attention to detail, problem-solving skills and ability to think laterally.
• Relevant tertiary education preferred.