Manager, Customer Service & Inside Sales - Calgary Stampeders

Calgary Stampeder Football Club•Calgary, AB

About The Position

At Calgary Sports and Entertainment Corporation, we deliver excitement. Our mission is to be the heartbeat of our community by creating connections, building champions, and winning, together. If you’d like to join a team that’s people-first, diverse, innovative, and energized about delivering extraordinary fan experiences to our guests, then we’d love to sign you to a player's contract! Reporting to the Director, Operations, the Manager, Customer Service & Inside Sales is responsible for driving season ticket member satisfaction, retention, revenue growth, and fan engagement for the Calgary Stampeders. This role leads the Customer Service and Inside Sales team while developing and executing strategies to maximize renewals, generate new revenue through inside sales initiatives, and increase customer lifetime value through season tickets, group sales, premium seating, and upsell opportunities. The Manager will oversee a team of Account Managers focused on delivering exceptional service, retaining season ticket members, identifying sales opportunities, and achieving revenue targets across season tickets, premium products, group experiences, and additional ticket inventory.

Requirements

Minimum 8-10 years of customer service and sales experience
Minimum 3-5 years of leadership experience
The ability to multi-task and perform under pressure while meeting deadlines is crucial
Ability to work independently or as part of a team with exceptional communication skills (both written and verbal)
Intermediate to advanced skills using all Microsoft platforms is considered a strong asset

Responsibilities

Manage, hire, train, coach, mentor, and supervise Account Managers.
Develop a high-performance culture focused on customer service, retention, sales growth, and fan engagement.
Establish individual and team sales and retention goals, providing ongoing coaching and performance management.
Plan and lead departmental staff meetings and training sessions.
Determine and communicate Account Manager and part-time staffing schedules.
Recruit, hire, train, and supervise part-time staff and volunteers.
Achieve and exceed renewal targets as established by management.
Lead season ticket retention initiatives through proactive communication, relationship management, and member engagement programs.
Develop and execute customer service strategies that increase satisfaction, loyalty, and long-term account value.
Establish and review operational policies and procedures for the customer service department.
Act as the primary escalation point for customer inquiries and service-related issues.
Lead guest relations initiatives and ensure exceptional service standards are maintained.
Develop and execute inside sales strategies to generate revenue from existing accounts and new prospects.
Identify and capitalize on opportunities to convert season ticket members into premium seating, suites, hospitality, and group sales customers.
Lead upsell campaigns focused on premium experiences, add-on products, event hospitality, and ticket package enhancements.
Work closely with Account Managers to maximize account revenue through cross-selling and relationship-based sales initiatives.
Monitor sales performance, establish pipelines, and implement strategies to achieve revenue targets.
Plan and execute annual season ticket member gift programs, contests, member trips, and appreciation initiatives.
Create programs and touchpoint plans that strengthen member loyalty and increase retention rates.
Assist in developing and managing the department operating budget, including capital expenditures.
Work with Payroll to ensure timely and accurate processing of part-time staff compensation.
Implement and execute data capture, customer feedback, survey, and lead generation programs to support business objectives.
Actively participate in safety programs and follow all organizational policies and procedures.
Perform other related duties as assigned.