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Membership & Ticketing Manager

Membership & Ticketing Manager

The Western Sydney Wanderers are an iconic brand in the Australian sporting landscape. Since launching in 2012, the Club has established itself as a major force in both Australia and Asia, having won one A-League Premiership and an AFC Champions League title. The club was established on foundations of a strong community, and have built a competitive membership base in the Western Sydney marketplace. The club is set to transition to the new Western Sydney Stadium in 2019.

Reporting directly to both the Commercial Manager and Head of Marketing & Communications the role will provide the management and leadership of the department to drive membership and ticketing sales strategy to achieve the continued growth of the Western Sydney Wanderers Football Club. This role requires a highly skilled and experienced professional in sports membership and ticketing with the exciting opportunity to grow one of the most passionate and engaged supporter bases in Australian sport.

This role will have overall responsibility for developing, implementing and operating the Membership and Ticketing strategy for the Western Sydney Wanderers which includes the transition into the new Western Sydney Stadium in 2019.  This unique project involves delivering an end to end program to ensure a maximised venue capacity and further growth for the club, whilst building a premium standard of customer service strategy for WSW Members. The successful candidate should also have a strong understanding of data management practices and help to lead the business in best practice research and analytics tools/resources/processes to solve business issues and improve outcomes.

Key Areas of Responsibility

  • Develop and implement membership strategies to optimize acquisition, renewal and retention of members for the 2018/19 Hyundai A-League and Westfield W-League season.
  • Develop and implement membership strategies to optimize acquisition, renewal and retention of members leading into the new Western Sydney Stadium.
  • Develop and define membership & ticketing classes, pricing and packages
  • Develop a strong sales culture within the membership and ticketing team
  • Oversee the implementation of a casual call centre including delivery of a training program/s for all call centre staff to effectively and proactively sell memberships, tickets and group sales products and membership and ticketing queries
  • Work in collaboration with the club sponsorship and marketing teams to identify and actively pursue membership sales opportunities to reach membership and ticketing KPI’s
  • Work closely with the club Commercial Manager and Head of Marketing and Communication to ensure marketing campaigns deliver on their membership and ticketing KPI’s
  • Develop best practise customer service culture including member experience on match day, non-match day events and other communication platforms
  • Handle all escalated membership and ticketing enquiries
  • Develop and oversee the WSW ticketing and membership policies and procedures, ensuring they comply with club and FFA regulations
  • Manage the development and implementation of a ticket re-sale program for members in line with the new Western Sydney Stadium to maximise capacity
  • Effective processing of all membership sales, manage the seating allocation process associated with all membership sales
  • Co-ordinate the production of membership passes and tickets, manage fulfilment to ensure delivery to fans in a timely manner
  • Co-ordinate the fulfilment of promotional material to membership and ticketing marketing campaigns
  • Manage the development and implementation of a member loyalty program
  • Manage the ‘on the day’ home game membership and ticket sale operations including set up and staffing resources
  • Nurture and grow ticketing supplier and other stakeholder relationships associated with the membership and ticketing department
  • Attend home game match days to ensure ticketing and membership operations run smoothly
  • Ensure corporate member packages are fulfilled within agreed timeframes
  • Grow, manage and maintain the club membership database through TM Archtics database
  • Manage and monitor membership and ticketing budget
  • Manage the CRM functionality of the club membership database in conjunction with relevant team members
  • Drive ticket sales and operations for WWL and NYL matches
  • Provide thought leadership on new and effective data management practices
  • Provide thought leadership on digital data driven campaign strategies and implementations

Knowledge, skills and behaviour required

  • Prior experience in a sporting environment
  • Good understanding of the game of football
  • Experience in driving growth for a similar sporting or member-based organisation
  • A “can do” positive attitude to drive best in league outcomes for the club
  • Excellent organisational and administrative skills
  • Attention to detail
  • Strong knowledge of data and data driven processes
  • Competency managing TM Archtics and CRM systems
  • Sound knowledge in marketing cloud solutions and database analytics
  • High level of demonstrated initiative
  • Desire to deliver above the expected standard
  • Strong communication skills (verbal and written)
  • Advanced IT knowledge and skills in Microsoft Office products (Word, Excel, PowerPoint & Outlook)


  • Will be required to work at all WSW hosted matches and events. This will involve unique work hours including weekend work and may involve travel.

Please contact James Curtis for further information.
Applications must be submitted via SRi‘s Apply Now button above.

Resumes and detailed cover letters must be sent in Word format 

Please note that due to the high volume of applications received, SRi are only able to respond to successful candidates. To ensure you are kept up to date with all our new roles please sign up to receive our job alerts and Season Ticket newsletters.

Tagged as: Australia, Football, Membership Manager, Operations, Soccer, Sydney, Ticketing

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