Employment Type: Full Time, Permanent

Location: IKON Park 400 Royal Parade, Carlton North VIC 305

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. When the Club set about undertaking this historic work, it was based upon achieving facilities for women’s sport that would be the equal of their male counterparts.

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

Reporting to the Head of Customer & Student Experience, the Consumer Experience Manager is responsible for constructing and delivering engaging, and memorable experiences across all Consumer touchpoints, for Carlton members and supporters, including match day. The role will have three core areas of focus:

· Customer Mapping, Insights and Implementation

· Consumer Experiences Events and Activations (including Match Day)

· Interstate Supporter Groups

Key Responsibilities

Customer Mapping, Insights and Implementation

· Map, analyse and document the customer/member journey across all key Consumer touchpoints, such as purchasing a ticket, arrival and departure on match day, as well as Consumer events and activations.

· Analyse the member/attendee survey experience data across AFL and AFLW and identify key areas for focus.

· Drive the implementation of key initiatives to elevate the customer experience (e.g. transport to IKON Park, ease of access etc).

· Ensure all members and supporters with accessibility needs are well considered in planning and delivery of match days to make it as easy as possible to attend AFL/AFLW games.

· Initiate gathering data for members/supporters with accessibility needs to ensure the Club can target relevant and informative communication/s to this cohort of members/supporters.

· Be relentless in pursuit of removal of pain points that detract from the consumer/member experience.

Consumer Experiences, Activations and Delivery

· Planning and executing match days for both AFL and AFLW matches which typically includes: MCBEs, GOH, in bowl and out of bowl activations including match day production.

· Plan and execute engaging and successful Consumer Experiences and Activations across Membership, Retail and Merchandise and Carlton College of Sport

· Build outstanding relationships with key internal stakeholders to bring Consumer activations and match days to life.

· Produce a detailed report at the conclusion of every home game, identifying what worked well and could be improved upon from a member/supporter experience perspective.

· Use data and insights through member survey and feedback to maximise impact of match day (is in line with what members and supporters truly value).

· Management of talent involved on game day, including players, coaches, MCs and other special guests.

· Identify Carlton fans for unique Club experiences and share their stories to help build the personal brand of both the players and the Club beyond the football field.

· Leading and collating internal department activity integration and ensuring comprehensive preparation and match day briefs are provided to all internal stakeholders in a timely manner.

· Management of Fan Engagement budget and submission of funding requests through the AFL.

· Provide leadership and guidance to the Activations and Experiences Coordinator to deliver Guard of Honour/unique match day experiences that are well planned and executed, with high impact.

· Work with the Head of Customer and Student experience to ensure the match day experience is delivered in line with the overarching Member Belonging Strategy to further strengthen connection and belonging.

· Lead and deliver member appreciation events and activations (e.g. long-term members) that cultivate a strong sense of belonging and connection in line with the Member Belonging Strategy.

· In conjunction with the Consumer Leadership Team, look for opportunities to create MCBE that create extraordinary opportunities for Carlton Supporters and Members to connect with the Club.

Team Leadership

· Provide leadership, coaching and management of the Experiences and Activations Coordinator (direct report).

· Provide feedback and coaching, and strive to create an environment that is supportive, collaborative and inclusive.

· Provide clear direction and planning to ensure successful delivery of experiences, activations, events and match day.

· Work as a team, providing support and encouragement to optimise performance.

Interstate Supporter Groups

· Liaise with all Carlton interstate supporter groups, to ensure our interstate fan base feels a strong and genuine sense of connection and belonging to the Club.

· Lead interstate Open Training/Captains Run sessions to maximise connection with the Club.

Experience, Skills and Attributes

· Strong planning and problem-solving capabilities, with the ability to prioritise and organise tasks to meet deadlines in addition to managing competing demands.

· Previous experience successfully leading and delivering an AFL match day will be highly regarded for this role.

· Previous exposure to leading and delivering events, on both a small and large scale.

· An outstanding capability to build positive, collaborative working relationships.

· A clear passion for customer service and customer impact.

· Operates with integrity in all dealings.

· Brings a professional approach, with a positive personal impact.

· A natural collaborator, who enjoys working with others to achieve outcomes as a team.

· A keen eye for detail, which is best demonstrated by thoroughness, and diligence in day-to-day tasks.

· A warm, friendly and engaging approach, with exceptional listening skills.

· Can operate with a sense of urgency.

· Strong written and verbal communication skills.

· A clear and strong alignment with Carlton’s values (Respect, Excellence, Humility, Integrity, Relentless and United).

Given the nature of this role, availability to work on match days/weekends and public holidays during the AFL & AFLW Home and Away Seasons is essential.

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 Head of Customer and Student Experience by 11:55pm Thursday 15 January 2026. Applicant shortlisting and interviews for this role will commence in mid-late January 2026.

Applications can be submitted via the portal linked below: Portal Link: https://employmenthero.com/jobs/organisations/carlton-football-club-ltd-kzwms/

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