Consumer Operations Manager

The West Coast Eagles is an iconic Australian sporting brand with over 100,000 members. The Club formed in August 1986, playing its first official match for premiership points in 1987. Our women's side played its first game for AFLW premiership points in February 2020. Since then, the club has enjoyed significant success, winning premierships in 1992, 1994, 2006 and 2018. The club also has wide-spanning community and regional programs and is invested in a number of charity organisations, including the Waalitj Foundation.

About the role

The Club has a full-time permanent opportunity for a Consumer Operations Manager to join our Consumer Business Department. The Consumer Operations Manager plays a key role in leading of the West Coast Eagles Consumer Services Centre (CSC) by managing the club’s core Membership operations in relation member retention and satisfaction, and the attraction of new members. 

Reporting to the Head of Consumer Strategy you will be responsible for:

• Lead the Consumer Services team in the provision of outstanding customer service to members, supporters and the general public, including issue resolution.
• Drive membership acquisition and increase member retention.
• Manage the planning and implementation of annual renewal campaigns and deliver positive satisfaction outcomes for members, together with cost efficiencies and reduced environmental impact.
• Work closely with ticketing operations, including embedding the digital ticketing program, growing the Seat Return Program and optimising utilisation of available tickets.
• Fulfil the role of club lead for managing the integrity and operation of the Ticketmaster Archtics platform, as key club liaison with AFL Shared Services.

Due to the nature of the industry and this role, there is an inherent requirement to work home match days and other club events, which will include working some evenings and weekends.

Our ideal person

This role will suit a motivated individual who can drive teamwork and collaboration, possesses strong time management and communication skills, and can build robust and effective working relationships. Additionally, you will have:

• Demonstrated ability to lead and develop a small, but high-performing team, with a ‘hands on’ approach.
• Excellent negotiation and conflict resolution skills, particularly in a customer service context.
• Demonstrated understanding and experience in the delivery of high-quality customer service.
• Advanced computer skills, including demonstrated experience with records and complex databases and the Microsoft 365 suite of programs (particularly Excel).
• Demonstrated ability to maintain confidentiality and ensure compliance with privacy laws in supporting systems.

Previous experience in a sales or business operations role, particularly within a customer-led organisation, will be well regarded.

Perks of working at the Club The Club is situated in a state-of-the-art training and administration building located in Lathlain. You will have access to the onsite gym, pool, café, and plenty of free parking. Additionally, the club is close to public transport, shops and restaurants. The Club provides a great team environment, with fun and exciting social events, as well as:

• Special offers and discounts through our Corporate Partners.
• Access to tickets for WCE home matches.
• Fun and exciting social events like the John Worsfold Medal Awards night.
• The opportunity to be involved in the local community and support our charity partners.
• Professional development opportunities tailored to your goals.
• Access to WCE Health and Wellbeing Program.

How to apply

Click on “Apply” to complete an application form via the Club’s website, please include a resume and covering letter detailing why you are the best person for this role. Please note that only those candidates selected for interview will be contacted. Applications close at 12 noon, 10 April 2026. Applications will be assessed as they are received, and the Club reserves the right to progress suitable candidates prior to the advertised close date.

Our Commitment to Equal Opportunities

At WCE we are committed to achieving a diverse workforce, where our employees are treated fairly and with respect. We recognise that we are strengthened by the different skills and experience that people from diverse backgrounds provide and therefore we strongly encourage applications from Aboriginal and Torres Strait Islanders, people with disability, females, those identifying as LGBTIQ+, people of all ages and culturally diverse backgrounds.

Our Commitment to Safeguarding Children & Young People

WCE is committed to promoting and protecting the safety and wellbeing of children and young people in our care who access activities, programs, services or facilities for which the club is responsible for.