Stakeholder Services Manager

Join the team shaping the future of Australia’s game

This is your chance to do work that has real impact, in an organisation that moves fast, aims high and plays a meaningful role in the lives of millions across the country through football. Every role at the AFL helps progress the game, so more people can love it, connect with it and see what is possible through it.

The opportunity

Great experiences help more people connect with our game, from first-time participants to clubs, leagues, volunteers and the wider football community.

Please note that this is a five-month maximum term contract role due to an internal appointment, based at AFL House.

As Stakeholder Services Manager, you will lead the customer service function supporting Game Development programs and competitions, including Local Footy, NAB AFL Auskick, NAB AFL Superkick, AFL Nines, Coaching, Umpiring, Next Generation Academies and Schools.

You will oversee a team focused on strong customer care, efficient turnaround times, clear communication and quality stakeholder experiences across a busy, high-volume environment.

What you’ll own

You will lead a customer service team that supports Game Development audiences with care, clarity and consistency.

You’ll add value through:

• Leading a best-practice customer service function that supports participants, clubs, leagues, volunteers and other Game Development stakeholders.
• Overseeing inbound and outbound communication with current and prospective customers across email and phone.
• Leading the team’s approach to triaging issues, resolving enquiries and improving the platform experience for customers and external stakeholders.
• Managing a team of full-time, maximum term and seasonal casual staff to deliver strong service standards and a positive team culture.
• Maintaining, tracking and reporting on key service metrics, including response times, turnaround times and customer experience measures.
• Leading the profile ownership process for participation profile disputes, including liaison with the AFL legal team where required.
• Managing and executing agreed service and system enhancements ahead of the 2027 season.
• Supporting the broader Game Development Engagement team through collaboration, problem solving and a shared commitment to great stakeholder outcomes.

What you’ll bring

• Experience leading a high-performing customer service, stakeholder support or engagement team.
• Demonstrated experience managing people in a fast-paced, customer-focused environment.
• Strong customer service and engagement capability, with sound judgement in handling complex enquiries and conflict resolution.
• Understanding of AFL, community sport or participation programs, including the needs of clubs, leagues, volunteers and participant audiences.
• Experience using relevant AFL or sport administration systems such as Manage Engine, PlayHQ, OfficialsHQ or Deputy.
• Ability to track, interpret and report on service performance measures and identify practical improvements.
• Strong communication skills, with the ability to provide clear, helpful and consistent information to diverse stakeholders.
• A proactive approach to improving customer experience, solving problems and supporting change.
• A valid employee Working with Children/Vulnerable People check and satisfactory criminal history record check, or the ability to obtain these.

Why you’ll love being on our team

At the AFL, you will be part of a values-led team that aims high, backs each other and brings energy, care and integrity to work that matters. This is a place where people play to win, play as one team and play with passion, while always staying grounded in fairness, inclusion and respect. We work hard, support each other and create the conditions for our people to grow, perform and thrive.

What you can look forward to:

• Play The Day Your Way, our flexible approach to working life, built to support you on game day and every day
• My Development, with coaching, mentoring, on-the-job learning and formal development to help you keep building your game
• Play Well, our health and wellbeing programme designed to support a healthy body, healthy mind and healthy workplace
• My Benefits, giving you access to a range of partner offers and discounts through our AFL Corporate Partners

Everyone has a place here

Our game brings people together, and we want our workplace to do the same.

We are committed to building a culture of belonging and an environment where people feel respected, included and able to thrive, and where diversity of background, experience and perspective makes us stronger.

Aboriginal and Torres Strait Islander peoples are encouraged to apply.

Whether you’re a footy fan or new to our game, we welcome everyone to apply. We know great candidates don’t always tick every box – if this role excites you, we encourage you to apply, even if your experience doesn’t perfectly match the job description.

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.

Ready to play your part?

Applications close 4 June 2026