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Participation Services Team Leader


Melbourne, Victoria, Australia

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Job Posted: 01/12/2017

Job Category:

Sport & Recreation / Sports Management

Job description:

  • Work on Australia’s most successful participation program!
  • Values led culture
  • Fantastic perks and benefits


As an organisation, the AFL works tirelessly in all states and at all levels to enhance and grow the game – from grassroots to elite. Together, we put on the game, deliver important events, communicate with our fans, run community programs, develop coaches and umpires, and collaborate with partners, delight members, support clubs and so much more. While our roles may vary we are all united by a common goal, to leave the game in an even more extraordinary place.


One of the AFL’s strategic themes is growing relevance and reach in the kids 5-12 segment.  There are a number of new and innovative opportunities that we will explore over the next couple of years to achieve this, however our crucial immediate priority is ensuring our largest and most successful existing kids program, NAB AFL Auskick, continues to grow and evolve.


ABOUT THE ROLE                                                                                                                                                                    

The Participation Services Team Leader is a 12 month role responsible for the day-to-day management of the Auskick Membership Services Team and the development of an outstanding service and results focused culture.

The role will be the champion of innovative customer engagement initiatives as well as service delivery for key participation and Game Development programs including Auskick, school and education programs and community football.

The Participation Services Team Leader has a team reporting to them who will have direct accountability for the communications and customer service program targeting participants, parents, coaches, teachers and volunteers in various participation programs along with related retail and sales opportunities.



  • Lead the development of a strong customer service culture around AFL participation programs and customers
  • Develop and implement a customer service strategy, processes and capability for AFL programs and customers
  • Develop and deliver customer service solutions that exceed member expectations, including resolution and reporting of member issues in line with service standards.
  • Directly accountable for managing the receipt and response to all inbound customer enquiries via phone, email, social and other channels for relevant customers and products
  • Development and execution of structured annual communications strategies and schedule that deliver relevant and engaging content to key customer segments
  • Use participation data and analytics to develop targeted and segmented acquisition, retention and transition strategies.



  • Demonstrated leadership experience
  • First class process management and enhancement capabilities
  • Customer centric with a history in delivering exceptional service experiences
  • Experience in executing business to customer direct sales and engagement campaigns
  • Proficient in utilizing and maximizing CRM systems for targeted communications and engagement campaigns






  • We believe in a Healthy Mind, Healthy Body and Healthy Workplace and our staff have access to an extensive Health and Wellbeing program
  • My Development – all employees have access to the AFL’s My development program which consists of on the job training, coaching and mentoring and formal learning.
  • AFL Staff Footy Memberships – easy access to the game, staff can share these with family and friends
  • My Benefits – staff have access to over 350 discounts with some of the biggest retailers and the AFL’s Corporate Partners


Applications Closing Date: 14 December 2017