Calgary Surge - Director, Ticket Sales
Status: Full-time
Location: Calgary, AB
Start Date: Fall 2024
At the Calgary Surge (REAL Entertainment & Culture Inc.), our mission is to reflect, entertain, and unite the city through the power of basketball and the arts. Our job is to consistently create authentic and engaging entertainment experiences and evoke pride in all who call Calgary home. We are a professional basketball team that represents the height of the sport in our city and are committed to growing the game across all four corners of the city. We are passionate about pushing the boundaries of convention as we serve increasing numbers of Calgarians, sport and arts and culture organizations, and corporate brands as the city’s Home Team.
About the Canadian Elite Basketball League (CEBL)
A league created by Canadians for Canadians with a mission to develop Canadian players, coaches, sports executives, and referees, the CEBL boasts the highest percentage of Canadian players of any pro league in the country with 75% of its rosters being Canadian and a record 10 players with NBA experience in 2024. Players also bring experience from the NBA G League, top international pro leagues, the Canadian National team program, NCAA programs, as well as U SPORTS and CCAA. Fourteen players have signed NBA contracts following a CEBL season, and numerous CEBL players attend NBA G League training camps every year. The CEBL season runs from May through August with games broadcast live on CEBL+ powered by BetVictor, TSN, TSN+, RDS, Game+, Next Level Sports & Entertainment and Courtside1891. More information about the CEBL is available at CEBL.ca and @cebleague on Instagram, Twitter, TikTok, LinkedIn, Facebook & YouTube.
About the Calgary Surge Professional Basketball Club
The Calgary Surge tipped off their inaugural season at the WinSport Event Centre in May 2023, after originating as the Guelph Nighthawks, one of the founding members of the Canadian Elite Basketball League (CEBL). From day one, the Surge have been committed to being the Home Team for Calgary and a space where everyone is welcome. The Calgary Surge are active members of the community and have participated in hundreds of events (and counting) around the city that connect the team with diverse communities through sport and entertainment. The Surge have made back-to-back CEBL Championship Weekend appearances and were crowned Western Conference Champions in 2023. Fans can expect even more excitement for 2025!
Job Summary
The Director, Ticket Sales reports to the Senior Vice President and has the responsibility of overseeing, generating and retaining revenue through the sale of tickets. This role involves managing a team of account executives, setting and hitting sales goals and ensuring alignment between the organization’s ticketing strategy and overall business objectives. This individual will work closely with the Senior Vice President to create ticketing campaigns and will spearhead efforts to build and maintain relationships with a diverse set of stakeholders across our ticket base (e.g., season ticket members, donors, sponsors, VIPs, corporate and group accounts, etc.). This position is suited for a self-motivated and competitive professional looking to take the next step in professional sports.
Key Responsibilities
(PRIMARY) Revenue Operations – the combination of people, processes, and technology that ensures the organization generates and retains revenue.
GOAL: consistently exceed monthly, quarterly, and annual sales revenue targets.
Develop and execute targeted sales strategies for season tickets, group tickets, and premium seating, utilizing phone calls, networking events, email campaigns, and professional social media profiles.
Lead, mentor, and manage the ticket sales team, ensuring they are motivated and equipped to meet sales targets.
Establish a strong sales culture, focused on achieving high levels of performance and customer satisfaction.
Proactively seek out and establish relationships with individual buyers (e.g., key decision-makers in community, executives, etc.) and businesses/organizations seeking hospitality and entertainment options to generate sales leads, develop sales packages, and secure new business; focus on high-reward opportunities.
Maintain regular communication with current customers and provide tailored offerings for upgraded experiences (e.g., seat relocations, VIP experiences, additional tickets, etc.) and complimentary services (e.g., strategic merchandise and food and beverage offerings for group events).
(PRIMARY) Business & Basketball Operations – the daily activities of the front office and gameday staff that increase the value of the organization.
GOAL: consistently deliver essential business and gameday-related operations.
Use CRM tools (e.g., Salesforce, Archtics) to manage accounts and related data (e.g., meeting notes), track interactions and service issues, and follow up on sales leads to maintain high retention and customer service; keep up to date financial records for Accounts Receivable/Controller.
Analyze customer data for trends that can guide sales strategies, promotions, and the identification of opportunities for higher levels of customer engagement (i.e., tailored and higher ROI offerings).
Work across operations teams to ensure all aspects of gameday or special events (e.g., ticket scanning, activations/experiences, management of VIPs and corporate suites, etc.) are properly prepared and executed in a smooth and replicable manner.
Prepare weekly, monthly, and quarterly reports for Senior Vice President and Senior Leadership Team, outlining key performance indicators (KPIs) such as sales targets, customer satisfaction, and operational challenges.
Ensure alignment between the development and execution of the organization’s sales strategies and the Calgary Surge’s:
Principles for Winning (Vision, Strategy, Values & Mission)
Annual Business Plan
(SECONDARY) Brand - the combination of people, processes, and technology that both markets the organization and its core products and performs opportunity identification.
GOAL: consistently perform customer data collection and analysis using CRM tools that generate actionable insights for the Brand team (e.g., fan preferences, purchasing behaviours, etc.).
Build the fan journey from form intake all the way to ticket purchase, including multiple touchpoints along the way.
Work as needed with the Brand team to promote ticket packages, sponsorships, and partnerships through public-facing collateral.
Ensure all customer-facing materials (e.g., emails, proposals, professional social media posts, etc.) are consistent with the organization’s brand and marketing strategies.
(SECONDARY) Community Operations - the daily activities of the front office, part-time staff, and volunteers that engages external audiences and generates brand loyalty and growth.
GOAL: consistently engage the sports, arts and culture, business, and non-profit communities creating opportunities for engagement with the organization and sales (e.g., attend events and build relationships with potential customers and partners).
Work across operations teams to devise and execute season ticket member and community events as required.
Let’s Talk About You
You have clear experience in sales and understand the importance of generating ticket revenue in the professional sports and entertainment business. You have a passion for our city and for connecting Calgarians with authentic entertainment and culturally relevant experiences. You have extremely effective communication skills and work effectively in both an independent and team-based setting. Most importantly, you are focused on the tasks and targets you and your team have been assigned and consistently deliver on them.
Education:
Bachelor’s Degree, preferably in Business, Sports Management, or a related field.
Self-directed certifications, preferably in Business, Sales, or Sports Management.
Experience:
Minimum 3-5 years of experience in a results-oriented sales environment.
Experience working across business functions and management of a diverse team.
Key Competencies for this Position
Business planning, project, and time management.
People management.
Demonstrated knowledge of working with Ticketmaster Host/Archtics and CRM software.
Proven customer service orientation and ability to establish and maintain effective relationships with customers and key stakeholders.
Unique Working Conditions
Creating professional basketball and entertainment experiences doesn’t always happen between 9 and 5. This position will require long and/or irregular hours (particularly during the May-August season) including attendance at several community functions and special events. The successful candidate works effectively within a team environment and maintains composure when under pressure. The successful candidate must be able to balance and prioritize demands from a variety of sources, both internal and external, and deal effectively with commercially sensitive as well as confidential information.
How to Apply:
Applicants must forward a resume to info@calgarysurge.ca with the subject line "Director, Ticket Sales - YourName YourLastName"
Calgary Surge is an equal opportunity employer and welcomes applications from all qualified candidates. However, only those who are selected for an interview will be contacted.