About us

South East Melbourne Phoenix are a professional basketball team and proud member of the National Basketball League (NBL). Now in our seventh year we are continuing to grow our performance, community and commercial footprint across Australia.

As a club, we value teamwork, passion, and a shared commitment to our goals. You’ll be based at the State Basketball Centre, Australia’s premier basketball facility, where our performance and administrative teams work side-by-side in a culture of collaboration and authenticity.

We’re seeking a driven Consumer Operations Executive operating within a fast-paced, elite sporting environment to help grow our Membership and Ticketing department at one of Australia’s most exciting and growing sporting organisations.

About the role

Reporting to the Consumer Manager, this role is responsible for driving growth and delivering operational excellence across the Membership and Ticketing functions. You will lead the strategic pathway for both areas, identifying opportunities to increase acquisition, retention, and revenue, while ensuring seamless execution across the full fan journey.

Key responsibilities include: 

• Support the delivery of membership acquisition, retention, and ticketing strategies, including managing casual staff.
• Collaborate with internal departments to deliver effective campaigns aligned to business goals and budget.
• Manage Phoenix Flex payment plans to ensure the accounts remain up to date.
• Contribute to the ongoing optimisation of the Club’s membership website and user experience.
• Drive revenue growth across membership and ticketing.
• Develop and implement new programs, partnerships, and promotions to boost acquisition.
• Oversee membership fulfilment operations.
• Analyse membership and ticketing data and report insights to the executive team.
• Support execution of the club’s ticketing platform in collaboration with key stakeholders.

Please note this role includes match day support at all home games, with evening and weekend work required during the NBL season. 

The ideal candidate 

You bring a customer-first mindset, always focused on delivering exceptional experiences for members and fans. You are highly organised with strong attention to detail, able to manage multiple priorities in a fast-paced environment and communicate confidently with a wide range of stakeholders. You have experience in customer service, membership, or operations - ideally within sport, events, or entertainment - and have supported membership growth, renewals, or fan engagement initiatives.

You’re comfortable working with CRM and ticketing systems, using data to inform decisions and improve outcomes, and you bring a continuous improvement mindset - always looking for ways to enhance the fan journey. You thrive under pressure, maintaining high service standards in demanding environments, and are flexible and game-day ready, willing to work evenings and weekends. A genuine passion for basketball/NBL and as a proactive team player, you contribute positively to culture, while anticipating needs and solving problems before they arise.

Our Commitment to Equal Opportunity 

South East Melbourne Phoenix is an equal opportunity employer and encourages applications from suitably qualified and diverse candidates. We provide a welcoming, safe and flexible approach to work and provide an environment that benefits from and enables the best from everyone.

As an organisation we are committed to protecting children and young people from harm. It is essential that anyone involved with South East Melbourne Phoenix understands their responsibility in relation to child safety. Our organisation requires all applicants to obtain a ‘Working with Children Check’ prior to appointment.