Stakeholder Services Manager

ABOUT US

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, 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 progress the game so that everyone can share in its heritage and possibilities.

The AFL is committed to promoting and protecting the safety and wellbeing of children and young people in our care. Please note, we undertake several screening processes to ensure this commitment is upheld, this includes ensuring the successful candidate to this position holds a valid employee Working with Children/ Vulnerable People check and a satisfactory criminal history record check.

We are an Equal Opportunity employer and firmly believe that diversity and inclusion is an important part of both the AFL and the communities in which we operate. Our game is for everyone, and we strive to be a workplace for everyone.

Aboriginal and Torres Strait Islander peoples are encouraged to apply.

ABOUT THE ROLE - This is a max-term role for 10 months.

This role will lead a high performing customer service team that maximises customer experience across Game Development products and competitions. This includes Local Footy, NAB AFL Auskick, NAB AFL Superkick, AFL Nines, Coaching, Umpiring, Next Generation Academies and Schools. The Stakeholder Services Manager will oversee a team that pride themselves on excellent net promoter scores (NPS), turnaround times, customer care and bespoke customer experience.

A DAY IN THE LIFE OF

Key Accountabilities:

• Lead a best-practice membership function and culture to support Game Development audiences
• Oversee and provide leadership to the Game Development customer service team and wider Game Development Engagement team
• Oversee inbound and outbound communication with current and prospective customers via email, phone & live chat in relation to local footy, participation programs, clubs, leagues and volunteers
• Collaborate with the Game Development campaigns team to enhance customer experience through effective use of eDMs, website and self-serve resources
• Monitor customer satisfaction scores to identify service improvement, opportunities and to support staff performance development
• Develop and implement management processes including team management, platform requirements and escalation/triage
• Set, maintain and track KPIs on NPS and reply time for communication
• Contribute to key projects within and outside of core role
• Support and contribute to the success of the broader team
• Oversee all inbound communication both as triage of issues and platform experience, for our customers and external stakeholders
• Drive and lead best practice with external providers such as PlayHQ to ensure our customers receive a seamless experience with the AFL

OUR IDEAL TEAM MEMBER 

Core Competencies:

• Experience leading a high performing  team
• Understanding of the AFL and/or community sporting programs
• Experience in current AFL systems (Manage Engine, Webex, PlayHQ, OfficialsHQ, Deputy etc)
• Experience and background in customer service and engagement
• Great communication skills and ability to deal with conflict resolution
• Drive innovation and identify opportunities to enhance customer experience
• Understanding of the Game Development network, stakeholder audience groups
• Strong problem-solving skills in a fast-paced environment

OUR CULTURE

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Applications Close: 13 November 2025