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

The Carlton Football Club Membership team is responsible for generating the maximum number of membership sales whilst helping build the strongest possible emotional connection with its members. As the Membership Sales Officer you will be responsible for the achievement of your own daily sales figures through a combination of inbound and outbound calls to unrenewed members and prospects. You will be responsible for ensuring all membership enquiries are responded to in a timely and accurate manner via phone, email and face-to face with a key sales and customer service focus. You will also demonstrate commitment to the Carlton Football Club’s values.

Key Responsibilities

• Bring a sales focus for each member interaction
• Process new memberships and renewals through the Club’s CRM (Archtics)
• Actively pursue sales and upgrade opportunities primarily via outbound calls
• Undertake inbound membership sales
• Undertake outbound calls to sell to unrenewed members and prospects
• Actively identify upsell opportunities for members
• Strive to exceed the customer’s expectations, where the standards and level of service received exceed what the customer could reasonably define as normal or expected
• Provide exceptional customer service consistently in line with the agreed club standards
• Ensure all inbound phone calls and emails are answered efficiently and call wait times are minimal
• Follow-up calls when necessary
• Effectively resolve any member issues via phone and email
• Provide customers with product and service information
• Respond in a timely and appropriate manner to all customer communications
• Achieve daily sales and call targets set by Membership Team Lead
• Ensure that all personal details are entered correctly and accurately into the database
• Assist with account cleanups and reporting

Experience, Skills and Attributes

• Strong sales and customer service background
• Previous experience with Archtics (CRM system) is preferred, but not essential
• Experience in delivering exceptional customer service, particularly in sport, retail, or health club sales
• Excellent communication skills, written and verbal, with the ability to work collaboratively across teams and locations
• Strong attention to detail, communication, time management and organisational skills
• Understanding of or interest in AFL
• Ability to work in a fast-paced environment
• Ability to work towards ambitious targets
• Positive, friendly and engaged attitude
• Enjoys working in a team environment
• Working Match Day requirements

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, alongside working in a world-class sporting amenity.

How to Apply

Please submit your current resume and cover letter addressed to the People and Culture Advisor by 5:00pm Friday 5 September. 

The Carlton Football Club is an equal opportunity employer and a place who welcomes all. We encourage people with diverse experiences and backgrounds to apply. This includes, but is not limited to, those from the Aboriginal and Torres Strait Islander, Culturally and Linguistically Diverse, and LGBTQIA+ communities. We are committed to fostering a workplace environment which is inclusive, safe, and flexible. All applicants will be considered based on the relevance of their abilities to the role and their alignment with our Club Values.

The Carlton Football Club is committed to providing a welcoming environment where the safety and wellbeing of all children and young people involved in our programs, services, activities, events, and the broader community, will always be our first 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.