Do you want to be part of building something greater and part of a GIANT family?

If so, GIANTS Netball is the place for you. We are looking for an energetic and passionate individual with the can-do mentality to help drive membership growth and conversion.

PURPOSE OF THE POSITION

The Membership and Ticketing Coordinator plays a vital role within the Membership Team, focusing on driving Membership growth and conversion. This position demands excellent customer service skills and an interest in consumer sales, upselling, and Member support.

The main objective of this role is to contribute to the growth of membership numbers, ticket sales, and fan engagement by connecting with both the netball and broader communities. Responsibilities include supporting strategies for membership retention and acquisition, driving game day ticket sales, and assisting with fan engagement initiatives for GIANTS Netball.

Additionally, this role involves managing consumer operations and helping in organizing and executing member events when possible

Reporting to: Consumer Business Manager

NETBALL NSW OVERVIEW 

Netball NSW is a not-for-profit organisation, governed by a Board of Directors and managed by professional staff. Netball NSW is the peak state sporting organisation responsible for the governance, development, promotion and administration of netball throughout New South Wales and is a member organisation of Netball Australia. 

Netball NSW provides the framework for approximately 115,000 registered members and over 150,000 total participants to enjoy netball at all levels throughout New South Wales. Our sport continues to grow both on and off the court and much of this success can be attributed to the wide range of programs, facilities and services Netball NSW offers to its members and participants - from the grassroots level through to the elite, professional level.

Netball NSW has a proud history of elite netball teams and athletes’ performances in national and international competition. Over 300 athletes have proudly represented NSW in elite competition since the inception of the national netball league in 1997 and then the ANZ Championship.  2017 saw the introduction of the Suncorp Super Netball, the top Australian domestic competition which includes two NSW elite teams, the NSW Swifts and GIANTS Netball.

GIANTS Netball Overview

Suncorp Super Netball began a new chapter in Australian Netball history in 2017, and with it the introduction of GIANTS Netball.

Owned and operated by Netball NSW, in a strategic alliance with GWS GIANTS AFL, GIANTS Netball was formed on the basis of providing more opportunities for the 115,000 registered Members in NSW, including: to represent their State and club at Netball’s highest domestic level; and provide opportunities for fans and members to watch the world’s best netballers live in action.

KEY RESPONSIBILITIES

Membership

• Daily reporting of Member CRM and online financial transactions
• Manage the day-to-day operations of the Membership CRM System (Archtics) including but not limited to; fulfilment processing, data cleanse management, system management, event and price category building, event management within the (Archtics) system and the administration of the monthly and annual payment plan.
• Answer incoming phone calls to Membership Team and follow through with queries as required
• Maintain data integrity of the CRM including data cleansing, updating of Members details, deleting redundant data (eg Email bounce back) and return to sender
• Process Membership application and renewal forms and online enquiries efficiently and accurately
• Ensure that renewal processes and procedures are maintained and enhanced where possible
• Ensure customer service standards are met with all phones, counter and email enquiries responded to in a timely manner
• Work with Consumer Business Manager with planning of key events for GIANTS Netball Members, supporters and coterie groups such as Friends of Fitzy and Centrepass Members.
• Manage the timely responses to Member emails
• Manage the monthly rejected payments and lapsed member reports
• Regularly review and enhance, in consultation with Ticketmaster, the Membership database to ensure it meets all administrative requirements and delivers a premium interface and process to Members
• Support the implementation of direct communication strategies to boost membership sales, including eDMs, SMS, voice blasts, with a particular emphasis on making regular outbound calls.
• Assist the Consumer Business Manager in delivering the Membership Communication strategy and plans – including Member retention and acquisition
• Manage and deliver all reserved seat changes/allocations/ card prints and reprints
• Oversee, train, and mentor intern and casual staff in partnership with the Fan Development & Engagement Coordinator.
• Design and execute the Account Manager Portal Build year on year for Membership.

Ticketing 

• Assist the Consumer Business Manager in the execution of marketing plans, to promote match day ticket sales
• Assist & facilitate seasonal event builds for Ken Rosewall Arena in accordance with Membership and Ticket Sales division
• Work with the Consumer Business Manager to implement ticket sales strategies to optimize revenue and attendance.
• Outbound calling to the prospective member & ticket purchaser data to maximise ticket sales and group ticket purchases.
• Work closely with the Consumer Business Manager to increase average home game attendance through creative marketing and coordinated match promotions
• Process internal and external ticket requests & requirements for all games in a timely manner.
• Manage seasonal build inventory availability to maximize event builds, allocations and holds across all pre-season, SSN and Finals events.

Data Cleanse & Acquistion

• Assist the Consumer Business Manager in the development and implementation of the annual data acquisition plan and execute accordingly.
• Ensure all new data supplied is cleansed and imported into the database in a timely manner
• Develop and implement best practices to ensure the de-duping and uniqueness of the data reflects accurate figures whilst overseeing current subscriptions and groups within database and ensure are up to date

Community Engagement

• Assist in developing and maintaining a range of strategies for inclusion in the Fan Development program to meaningfully engage and build relationships with these prospects and GIANTS supporters with the ultimate aim of commercializing those relationships.
• Work in collaboration with the Fan Development & Engagement Coordinator to ensure successful community engagement including logistics and activation planning

Matchday

• Assist with operational running of the game day including Member enquiries, servicing and ticketing
• Assist in management of concourse activities on game day including GIANTS Activations area, Membership Marquee and Ticket box

General

• Prepare other written reports as required.
• Develop and maintain strong relationships with key personnel throughout the State.
• Abide by, promote and actively enforce Netball NSW policies.
• Actively participate and be part of the Netball NSW Team, where applicable.
• Any other duties as requested by the Chief Executive Officer, Executive General Manager - GIANTS Netball

SELECTION CRITERIA

Candidates for the position will require a range of personal and professional skills including:

Qualifications and Experience 

• Minimum two (2) years’ experience in a similar sales operations’ role supporting the delivery of consumer-fronting events and/or customer service, ideally in a sporting environment
• Relevant tertiary qualifications e.g. events/sports management/business administration (desirable). ·
• Experience in the sport/not-for-profit industry (desirable).
• Current driver’s license and own vehicle

Knowledge and skills

• An understanding of the sporting culture and not for profit organisations desirable.
• Experience in managing ticketing and memberships systems for both major ticketing providers Ticketek and Ticketmaster, particularly Archtics, is preferred.
• A high level of computer expertise covering word processing, presentation software, database skills and Microsoft Office.
• Excellent phone manner and written skills.
• Strong sales, analytical and business negotiation skills. 
• Clear, professional and excellent oral and written communication skills.
• Competence with the Microsoft Office suite of products 
• Demonstrated creative ability.
• Ability to adhere to strict deadlines.
• Demonstrated experience in administration management.
• High level interpersonal and cross-cultural communication skills.
• Ability to set priorities, plan work programs, meet deadlines and manage time effectively.
• Experience in working independently and as an integral part of a team.

Personal attributes

• Interpersonal / relationship skills
• Problem solving
• Customer focus
• Work Health and Safety
• Professional and proactive attitude.
• Passionate and prepared to go above and beyond.
• Commitment to Netball NSW Values.
• Prepared to travel, as required, and acknowledge that flexible work hours may be required on various occasions.

KEY PERFORMANCE INDICATORS

Key performance indicators will be determined and agreed annually and may include:

• Support of the Consumer Business Manager to achieve budgeted Membership and ticketing revenue
• Accurate Membership transaction history is maintained
• Membership applications processed within the specified time frame
• CRM data is accurate and regularly maintained
• Outbound calls with agreed daily quota
• Member emails replied to within two working days
• Database cleansed and updated database of prominent Members, prospects consistent with the season
• Fulfilment of Membership packs meet the guaranteed requirements
• Quality of planning, report and timeliness of delivery across all areas.
• Ability to meet deadlines for events and specific projects in a challenging work environment
• Quality of relationships with key stakeholders both internal and external

Working With Children Check (WWCC) 

In accordance with Child Protection legislation candidates will be required to provide a paid Working With Children Check (WWCC) clearance number for verification by Netball NSW prior to employment at their own cost.  

EQUAL EMPLOYMENT OPPORTUNITY

Netball NSW is committed to providing equal employment opportunities. We encourage applications from people from diverse backgrounds including but not limited to, Aboriginal and Torres Strait Islander people; people from culturally diverse backgrounds; young people; older workers; people with disabilities; the LGBTQIA+ community; and other under-represented groups.

CHILD SAFE ORGANISATION

Please note: Netball NSW is committed to protecting Children from harm. We require all applicants that will work with children to undergo an extensive screening process prior to appointment. All candidates must have a valid Working with Children Check.

WHY WORK FOR US?

NNSW strives to offer a range of benefits to support a healthy work environment and a sustainable work-life balance, no matter your role and stage in life.

• Additional leave day for your Birthday;
• Free parking for those that have to drive to work or 800m walk to Sydney Olympic Park Train Station;
• NNSW funded membership with the Connected Membership exclusively for Sydney Olympic Park employees, residents and students providing everyday discounts and exclusive offers including free admission offers and discounted tickets for events at Sydney Olympic Park.
• Free and discounted tickets to NSW Swifts and GIANTS Netball home games;
• Pawsivity - bring your four-legged friend to work so you can enjoy their happy presence while you work;
• Wellness programs including: our Employment Assistance Program (EAP); NNSW lunchtime league social sports teams in volleyball, netball, soccer and touch footy.