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Current Employment Opportunities

Vice President, Ticket Sales & Service

 

Position Title: Vice President, Ticket Sales & Service
Department: Ticket Sales & Service
Immediate Supervisor(s): Vice President, Business Operations
Start Date: September 2019
Term: Full Time


OVERALL RESPONSIBILITIES

The Hamilton Tiger-Cats Football Club and Forge Football Club are fully committed to creating a world class fan experience at all Tiger-Cats events. The Vice President, Ticket Sales & Service is responsible for the planning, development and implementation of a fan-focused ticketing operation.  This includes Season Seat Retention, New Season Seat Sales, Group Sales, Flex Pack, Single Game Ticket and Ticket Service plan that will exceed all revenue targets and Fan KPI targets.  This role will also oversee Retention, Service and Group Sales personnel in an effective manner for both Clubs.

The Vice President, Ticket Sales & Service will also be responsible for all facets of ticket sales and service for the 2021 Grey Cup in Hamilton.  This includes playing a leadership role in developing strategies and implementation plans that maximize revenue and Fan experience KPI’s for both Festival Events and the game itself.

DEPARTMENT/AREAS OF SUPERVISION

  • Retention & Service and Group Sales teams
  • New Business Team
  • Grey Cup Ticket Sales (Festival Events and Game)
  • Ticket Operations

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

The expectation is the candidate will be active and responsible for the following areas:

  • Create a process to effectively manage Ticket Sales personnel, including on-going training efforts, coaching and team building
  • Management of all Season Seat client retention and service efforts for the Client Service team, including:
    • Working with each member of the Sales Team to improve their retention and sales skills on an on-going basis
    • Strategy building and implementation of the renewal of General Bowl and designated Premium Seating properties
  • Oversee all service related activities and institute service protocols for service reps to follow throughout the year
  • Oversee all facets of the Renewal process including planning, organizing and execution
  • Management of all Group Sales efforts, including:
  • Strategy building and implementation of renewal and new sales strategies for all Group Sales efforts
  • Create a structure and schedule of which reps will be shifted to group sales and the timing of their deployment on group sales efforts
  • Responsible for handling 50/50 groups sales efforts and maximizing revenue for each game
  • Create group sales programs and inventory for the sales team to sell (eg. Minor football games, experiential elements in-game, etc)
  • Work the new sales team to devise group sales strategies based on geography, business segments and other data to allow the group sales team to be more productive and efficient in their revenue generation efforts
  • Develop a pricing model and associated pricing strategies for all group sales
  • Develop overall and individual targets for all group sales efforts
  • Create individual group sales plans with specific goals and revenue targets for each rep; plans to include scripts/checklists for each rep to follow
  • Responsible for achieving a designated individual group sales target
  • Effectively delegate responsibility to the Sr. Manager, Ticket Operations
  • Ensure that Ticket Sales personnel meet or exceed weekly/monthly/quarterly team revenue and ticket sales goals
  • Ensure that all ticket sales revenue goals are met or exceeded for the 2021 Grey Cup in Hamilton, including Festival Events and the game itself.
  • This individual will be an important ambassador for both Clubs’ retention and sales agenda. Candidate must be seen as a problem-solver who is consistently focused on possibilities vs. limitations, employing a positive, collaborative team approach to all internal and external relations
  • Work closely with Ticket Operations department to ensure accurate fulfillment of all ticket transactions
  • Participate in various Ticketing team and community events as assigned
  • Maintain accurate records in support of ticket sales and service efforts as defined by the organization
  • Other Tasks/Duties – Actively participate in Tiger-Cats gameday experience; attend all Tiger-Cats home games and will also assume other job function related duties not specifically defined in this overview as assigned by the candidate’s direct report

MEASUREMENTS OF SUCCESS

  1. Ticket Sales team achieves or surpasses all individual and team revenue goals
  2. Establish and maintain a process that helps to develop and retain talent internally
  3. Creates and implements strategic recommendations to ensure growth across all ticket sales verticals.
  4. Success in delivering against fan KPI measures

QUALIFICATIONS (KNOWLEDGE, SKILLS, ABILITIES, EXPERIENCE)

Job Specific Skills and Abilities:

  • The successful candidate will have an established track record of successfully managing sales personnel who exceed targets/benchmarks
  • Must be a great communicator!
  • Strong organizational and time management skills
  • Has the ability to create, develop and nurture relationships
  • Is positive, outgoing and enjoys sales!
  • Ability to multi-task and work under pressure in a fast paced environment
  • Is self-motivated and gets out of bed every day excited about coming to work and driving revenue

Education and Experience:

  • Minimum 5 years applied sales management experience
  • Post-secondary degree/diploma in marketing, business, sports administration or other related disciplines an asset

OTHER CONSIDERATIONS

 

  • Will be required to work all home games, as well as weekends and evenings when necessary
  • Will be required to have access to a vehicle at all times

CONTACT

Please send resume via email before Friday August 9th to: careers@ticats.ca

Parking Attendant

OVERALL RESPONSIBILITIES

  • Provide excellent customer service in all parking-related areas

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

  • Ensure only guests with appropriate parking passes are permitted into the correct lots
  • Quickly process cash transactions to ensure the correct amount of change is provided
  • Efficiently and safely guide vehicles to parking spots within designated lots

QUALIFICATIONS

  • Must be 18 years of age or older
  • A charismatic, cheerful, and energetic personality
  • Must be motivated and excited about interacting with fans
  • Able to work well with all employees in a team environment
  • Must have good time management skills and be able to prioritize tasks
  • Must be available for 100% of 2019 Tiger-Cats home games, including playoff contests

If you are interested in being a part of the Tiger-Cats team, please email your resume to GEjobs@ticats.ca. Only those selected for an interview will be contacted.

Retail Sales Associate

Start Date: April 2019

Looking for an experience like no other?  Interested in becoming part of a dynamic team?  Have a passion for sports and being a part of something “bigger”?  If so, we want you to become a part of our team.  The Hamilton Tiger-Cats and Forge FC are hiring Retail Sales Associates for the upcoming 2019 season.

 

POSITION DESCRIPTION

Retail Sales Associates will be responsible for providing outstanding customer service through the sales of retail merchandise at their assigned outlet.  In this role, our staff will be focused on driving top line sales, strengthening an environment in which customer service is a top priority and offering our fans the best shopping experience available.  Each individual will bring energy, inspiration and a drive to always be the best.  Your passion, energy and excitement will be reflected through your interactions with our fans and is the foundation of our in-store culture.

 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

  • Assist customers with locating suitable products, sizes, styles and colours
  • Handling a variety of payment options accurately and in a timely manner through our POS system (ERPLY)
  • Maintenance, merchandising and responsibility for the store location assigned
  • Monitor customer satisfaction through interactions during sales presentations
  • Responds to customer problems with a focus on problem resolution within pre-approved authority limits
  • Seek customer feedback about Tiger-Cats and Forge FC products, services and events
  • Performs other duties as delegated or assigned by the Warehouse/Online Lead, Operations Manager, Director of Corporate Partnerships and Retail and other Senior Management

 

QUALIFICATIONS

  • Exceptional team player willing to go above and beyond the necessary tasks to achieve organizational goals
  • Outgoing, energetic and passionate for providing the best fan experience on game-days and throughout the year
  • Excellent ability to communicate and solve problems as they arise
  • Enthusiastic about working in a unique, fast-paced and ever changing environment
  • Flexible availability to work irregular hours and commit to all required home/work dates a year
  • Skilled at processing transactions/payments with accuracy and with a high level of attention to detail in a short amount of time
  • Experience in a high volume retail environment an asset
  • Opportunities for additional work as Tim Hortons Field hosts new, non-football related events throughout the year
  • Proficient computer skills and willingness to learn

 

If you feel you could be an asset to the team, are interested in becoming a key member of our game-day staff and have a genuine passion for football, soccer AND retail, we’d love to hear from you!

Please submit all applications to retailassociate@ticats.ca.

Customer Assistance Team (C.A.T.)

Start Date: May 2019

The Hamilton Tiger-Cats and Forge FC are looking for energetic and enthusiastic people to join our Customer Assistance Team for the 2019 season! Each position plays an integral role in successfully creating and delivering a world-class guest experience at Tim Hortons Field. The Customer Assistance Team works all events at Tim Hortons Field. This includes: Hamilton Tiger-Cats home games, Forge FC home games, concerts and other sporting events. In the past, external events have included: Keith Urban and Arkells concerts as well as Rugby Canada and Canada Soccer matches.

Game-Day opportunities include:

  • Ticket Scanners (Welcome Team)
  • Ushers (Section Ambassadors)
  • Guest Services Representatives
  • THF Ambassadors
  • Parking Attendants
  • Elevator Attendants

Game-Day opportunities are available at the following commitment levels:

  1. All Events (All Tiger-Cats home games, Forge FC home games and concerts/other sporting events for approximately 27 events)
  2. 2/3 of Events (All Tiger-Cats home games, six Forge FC home games and concerts/other sporting events for approximately 18 events)
  3. Only Tiger-Cats Games (All Tiger-Cats home games and concerts/other sporting events for approximately 12 events)

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Ticket Scanners:

  • Greet all guests entering Tim Hortons Field in a friendly manner
  • Scan tickets upon guest entry and upon exit (through smoking gates ONLY)
  • Read tickets carefully to provide accurate directions to seating sections
  • Work efficiently in a team environment to minimize wait time and congestion at gates
  • Assist co-workers in other positions by covering for breaks

Ushers:

  • Check section before events to ensure all seats are clean and after events to identify any lost items
  • Correctly direct guests to their seats and to other areas of interest inside Tim Hortons Field
  • Monitor section throughout events and resolve any minor issues or concerns that arise
  • Check to ensure that no one encroaches on guests in accessibility seating
  • Hold guests at the top of the section while football plays are ongoing
  • Interact and converse with guests to enhance their overall experience at the venue

Guest Services Representatives:

  • Address fan inquiries and concerns while stationed at a Guest Services Desk
  • Provide accurate and helpful information to guests on amenities and services provided at Tim Hortons Field
  • Quickly act upon requests or complaints from guests and refer any serious issues to supervisory teams and/or security personnel
  • Facilitate all Guest Experience programs including lost and found and incident report processes

THF Ambassadors:

  • Assist guests with accessibility needs get to their seats before events and from their seats back to a drop-off area at the end of events
  • During events, check in with guests who were assisted to ensure they are having an optimal experience at the stadium
  • Interact with guests, hand out promotional items and deliver fan recovery items to specific individuals

Parking Attendants:

  • Ensure only guests with appropriate parking passes are permitted into the correct lots
  • Quickly process cash transactions to ensure the correct amount of change is provided
  • Efficiently and safely guide vehicles to parking spots within designated lots

Elevator Attendants:

  • Greet all guests using the elevator with a friendly and helpful attitude
  • Ensure safe and efficient travel of guests while using the elevators
  • Provide correct directions to fans upon exit of the elevator

QUALIFICATIONS

Skills and Abilities:

  • Excellent customer service skills, positive attitude, and an outgoing personality
  • Great communication and organizational skills
  • Team player who excels while working with others
  • Ability to work in a fast-paced environment and make quick and accurate decisions
  • Committed individual with a strong work ethic

Education and Experience:

  • Relatable experience in a previous role
  • At least 18 years of age
  • Interest in working in the sports and entertainment industry and in a fan experience role
  • Experience in a front-line service or customer facing position

If you are interested in being a part of a monumental year and an exciting atmosphere at Tim Hortons Field, please email your resume to GEjobs@ticats.ca and include your preferred role and commitment level in the subject heading. Thank you for your interest in the positions. Only those selected for an interview will be contacted.