Chief Customer Officer

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Chief Customer Officer
role at
Illawarra Mercury
.
About Us
St George Dragons and Illawarra Steelers came together ahead of the 1999 NRL season to form a proud powerhouse with over a century of combined history and represent two of Rugby League's richest regions. All Dragons are custodians of the Red V and while the Red V is in our possession, it's our responsibility to add to the story and hand down the history and legacy to the next generation of Players, employees, fans and community. Built on our values we aspire to be role models for each other, for our fans, our community and our region.
Our Values
Integrity – We do the right thing, always
Respect – We support each other and our community
Excellence – We strive to be our best, on and off the field
Accountability – We own our responsibilities and outcomes
About You
We are seeking a visionary and strategic thinker with strong and proven execution capability.
The Ideal Candidate Will
have a deep understanding of customer engagement, digital trends, and fan behaviour
be a collaborative leader with exceptional communication and interpersonal skills
have strong analytical and decision-making ability
lead and inspire cross-functional teams in a fast-paced environment
have a passion for sports, entertainment, and the customer experience
Your Key Responsibilities
Marketing & Social Marketing
Develop and execute the Club's marketing strategy to grow fan base, membership, and ticket sales.
Drive brand awareness and affinity through innovative social marketing campaigns.
Oversee media buying, brand positioning, and advertising strategies across traditional and digital platforms.
Media & Public Relations
Lead the Club's internal and external communications, including media relations and crisis management.
Serve as the brand guardian, ensuring tone, language, and presentation are consistent with the Club's values and image.
Build strong relationships with media, NRL stakeholders, and community partners.
Digital & Content
Oversee the development and execution of digital strategies across web, mobile, and social platforms.
Ensure the Club's digital presence is engaging, current, and aligned with fan expectations.
Drive compelling storytelling through video, photography, written, and interactive content.
Data & Insights
Build a data-driven culture across customer-facing functions.
Leverage data analytics to inform marketing, fan engagement, membership, and commercial decisions.
Oversee CRM strategy and fan segmentation to deliver personalised experiences.
Fan Engagement
Design and deliver fan engagement strategies that increase loyalty, retention, and satisfaction.
Lead fan-focused initiatives at games, online, and in the community.
Act as the voice of the fan at the executive level, ensuring their perspectives inform strategic decisions.
Event Delivery
Lead the planning and execution of match day and special events to deliver outstanding experiences.
Collaborate with stadium partners, sponsors, and internal teams to ensure smooth delivery and high fan satisfaction.
Innovate in event presentation and entertainment offerings.
Corporate Hospitality Delivery
Oversee the delivery and enhancement of corporate hospitality programs.
Ensure exceptional service standards, value delivery, and commercial outcomes.
Partner with the commercial team to tailor offerings for sponsors and partners.
Membership
Own the full membership lifecycle — acquisition, retention, and engagement.
Develop creative membership models and campaigns aligned with fan expectations and Club objectives.
Use insights to improve the value proposition and customer satisfaction.
Creative & Graphic Design
Lead the Club's in-house creative team, ensuring delivery of high-quality, brand-aligned assets.
Ensure visual consistency and innovation across all materials, digital assets, and campaigns.
Support all departments with timely and strategic creative outputs.
You must be legally entitled to work in Australia
, have the ability to attend work events outside of ordinary office hours and must be available for domestic and international travel as required.
If you're intrigued by what you've read and are keen to work with a great team looking to always be better today than we were the day before, please apply now.
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