Manager, Ticketing & Customer Service (TERM)

Socket.dev; Edmonton; On-site; CAD 80,000 - 110,000; Full time

Benefits offered by this job

Employer-paid benefits

RSP matching

Ticket options for Oilers / Oil Kings

Health spending account

Parking & transit allowance

On-site gym

Downtown Edmonton office

Social events

Job summary

OEG Sports & Entertainment seeks a Manager, Ticketing & Customer Service on a term basis to support an 18-month maternity leave coverage. Reporting to the VP, this role leads ticketing and customer service across Oilers, Oil Kings, and Live Entertainment, driving revenue and retention through staff development and cross-brand coordination.

The focus includes campaigns, service policies, and ensuring high service levels with Rogers Place, Ticketmaster, and partners.

Qualifications

• Post-secondary degree or diploma in a related field is required; extensive experience may be considered.
• 3+ years of experience with a professional sports and entertainment organization.
• Proficiency with Microsoft Office; TM Archtics and Microsoft Dynamics are assets.
• Exceptional customer service and problem solving; ability to anticipate needs.
• Excellent communication, presentation, and organizational skills.
• Ability to lead a cohesive team of young professionals.

Responsibilities

• Lead Ticketing and Customer Services Representatives in ticket-related service recovery.
• Direct ongoing retention, relocation and annual renewal campaigns for Oil Kings and other events.
• Oversee Accounts Receivable collections for season seats, power packs, groups, and more.
• Recruit and train staff into professional ticket service providers.
• Help create and maintain ticket service policies and procedures with Rogers Place.
• Develop knowledge of ticket holder needs and service recovery best practices.
• Coordinate with service providers on retail, groups and memberships to maintain high service levels.
• Schedule and manage staff for event nights and service recovery tasks.
• Prepare staff schedules and time sheets; oversee the telephony queue.
• Perform data management and reporting for all customer interactions.

Skills

Customer service

Communication

Presentation skills

Leadership

Problem solving

Attention to detail

Time management

Education

Post-secondary degree or diploma in a related field

Tools

Microsoft Office

TM ArchTics

Microsoft Dynamics

Job description

About OEG Sports & Entertainment:

OEG Sports & Entertainment delivers North America’s leading sports and entertainment experiences to connect our fans to their passions. Located in the heart of the ICE District, OEG owns the 5-time Stanley Cup Champion Edmonton Oilers, the WHL’s three-time Memorial Cup Champion Edmonton Oil Kings, and the AHL’s Bakersfield Condors. OEG operates Rogers Place, North America’s premier and most technologically advanced sports and entertainment venue. The 18,647 seat, $480 million arena is among the most technologically enabled sports facilities in North America as well as the first LEED Silver-certified NHL Facility in Canada.

Our vision is to be a Global Leader in Sports & Entertainment. Together, we inspire our fans by connecting them to their passions, which is ours as well! We play hard as a team, and with devoted integrity towards our common purpose. We have commitments to innovation and growth, combined with performance excellence that ensures a fair return on investment. We develop our people to be leaders in our industry, and we invest in our communities. Through our world class talent, we strive toWIN. ON and OFF the ICE.

About the Role:

We are seeking a Manager, Ticketing & Customer Service to join our team on a term basis to provide an 18-month maternity leave coverage. Reporting directly to the Vice President, Ticket Service and Operations, this position provides tactical leadership through facilitating and supporting service initiatives for multiple OEG brands – Oilers, Oil Kings, and Live Entertainment. In addition, they will be responsible for managing the direction and cohesion of revenue-generating Oilers and Oil Kings Season Seat Sales, Service and Retention via professional development, communication, and satisfaction, with the goal of achieving Oilers, Oil Kings, Live Entertainment incremental revenue and retention goals.

Your Focus in this Role:

• Manages and leads Ticketing and Customer Services Representatives in regard to ticket-related service recovery, touchpoints, technical troubleshooting, Rogers Place information, and Secondary Ticketing
• Leads ongoing retention, relocation and annual renewal campaigns for Oil Kings Brand and other event campaigns
• Leads ongoing Accounts Receivable collections for all Oilers and Oil Kings Season Seats, Power Packs, Groups, retail and other AR with the goal to achieve $0 owing each fiscal year
• Recruits and trains Ticketing and Customer Services Representatives into professional ticket service providers
• Assists in the creation and maintenance of ticket service policies and procedures with respect to Rogers Place ticketing
• Develops intimate knowledge of ticket holder needs and service recovery best practices
• Manages and resolves all ticket and customer issues and post event follow-ups regarding conflict resolution and service recovery in the best interest of the customer as well as the company
• Works directly with service providers (e.g. Rogers Place, ICE District Hospitality, Ticketmaster) on all aspects of retail buyer, Power Pack, groups, and Oil Kings Season Seat Membership experience and service recovery to maintain superior service levels
• Schedules & manages Ticketing and Customer Services Representatives for event night responsibilities, service recovery, touchpoints and ticket trouble shooting in Rogers Place
• Prepares staff schedule & manages time sheets
• Oversees the queue telephony system to ensure optimal service delivery
• Performs data management and reporting and ensures accurate administration and record keeping for all customer interactions
• Seeks out industry best practices in an ongoing effort to continually improve our service levels and initiatives
• Works directly with our Premium Services and Season Seat Services department leaders to ensure continuity across all ticket products

Who You Are:

• You are a dynamic, outgoing, self-motivated individual with outstanding communication and natural customer service instincts
• You have a positive and resilient team-centric attitude with a professional image and demeanor
• You have proven success in service delivery, conflict resolution, and a high level of interpersonal skills to handle sensitive confidential situations and information
• You demonstrated direct and indirect leadership of a cohesive team of young professionals
• You have the ability to manage several complex projects simultaneously while working under pressure to meet deadlines while maintaining a positive working attitude
• You communicates effectively, builds employee relationships, and provides support to all key stakeholders to ensure achievement of OEG goals and objectives
• You understand the importance of holding the team to a high standard of data integrity and attentiveness to maintain accurate and timely data
• You are a self-motivated planner with strong attention to detail
• You are available to work flexible hours as needed: including evenings, weekends and holidays

Education, Experience and Skills:

• Post-Secondary Degree or Diploma in a related field is required. In lieu of formal education, extensive experience in a related field may be considered
• 3+ years of experience with a professional sports and entertainment organization. In lieu of requirements, experience in marketing, premium services, and entertainment may be considered
• Computer proficiency and technical aptitude with the ability to utilize all Microsoft Office products (OneNote, Outlook, Excel, Word); Experience with TM Archtics and Microsoft Dynamics is an asset
• Exceptional customer service and problem solving skills with the ability to anticipate needs and wants of internal and external clients
• Excellent communication and presentation skills with the ability to influence, negotiate and gain commitment at all organizational levels
• Excellent organizational skills using the latest technology and systems in order to organize workload, set priorities and work within deadlines

What’s in it for you?

• 100% Employer Paid Benefits + RSP Matching Program
• Oilers, Oil Kings, and Live Entertainment Ticket Options
• Healthcare and Lifestyle Spending Account Options
• On-Site Parking and Transit Allowance
• On-Site Gym
• Beautiful Office Space located Downtown Edmonton within Rogers Place – with easy access to the LRT!
• Social Work Culture + Employee Events

Next Steps:

Thank you for your interest in joining our team! Those moving forward in the process will be contacted by a member of our team.

Stay in Touch!

Official Edmonton Oilers Website | NHL.com