Director of Ticket Sales and Service

POSITION: Director of Ticket Sales & Service

LOCATION: Toronto Rock Athletic Centre, 1132 Invicta Drive, Oakville, ON

REPORTS TO: VP of Business Operations

HOURS OF WORK: Full-Time, 9:00 AM – 5:00 PM Monday to Friday and some weekends as required

Organizational Overview

Toronto Rock Lacrosse Inc. is seeking a Director, Ticket Sales & Service, to join our dynamic Business Operations team. The Toronto Rock Group, headquartered in Oakville, Ontario, includes the professional Lacrosse Club who are members of the National Lacrosse League (NLL), the Toronto Rock Athletic Centre (TRAC), Toronto Rock Sports Medicine & Wellness Centre, The Quarry high-performance training facility and Rock Lax Shop. The Toronto Rock Lacrosse Club play their home games at TD Coliseum in Hamilton, Ontario and are the defending NLL Champions entering the 2026-2027 season.

Position Summary

The Director of Ticket Sales and Service is responsible for leading the organization's ticket sales strategy while overseeing a high-performing sales and service team. This role focuses on maximizing ticket revenue through season memberships, partial season memberships, group sales, premium seating, and individual ticket sales while delivering an exceptional fan experience that drives retention and long-term loyalty. The Director will develop sales strategies, coach staff, analyze performance metrics, and collaborate across departments to grow attendance and revenue.

Ideal Candidate Profile

The ideal candidate is a results-oriented sales leader who combines strategic thinking with hands-on coaching. They have a passion for lacrosse and sports in general, a proven ability to build high-performing sales teams, and a commitment to delivering exceptional fan experiences while driving sustainable revenue growth. Experience working in a fast-paced professional sports environment and building lasting relationships with fans, partners, and the community is highly valued.

Key Responsibilities Leadership & Strategy

• Develop and execute annual ticket sales and retention strategies aligned with organizational revenue goals.
• Build, lead, mentor, and evaluate the Ticket Sales and Service department.
• Establish sales targets, performance metrics, and incentive programs.
• Foster a high-performance, customer-focused sales culture.
• Prepare sales forecasts, budgets, and performance reports for executive leadership.

Ticket Sales

• Play an active leadership and participatory role to drive ticket revenue through season memberships, partial season memberships, group ticket sales, premium hospitality, and experiences, single-game tickets.
• Identify new business opportunities through outbound prospecting and strategic partnerships.
• Create promotional campaigns in collaboration with marketing leadership to increase attendance.
• Make recommendations to senior management regarding pricing strategies and inventory management, implement approved strategies

Ticket Service & Retention

• Develop and execute membership renewal campaigns.
• Build best-in-class customer service standards.
• Design exclusive member benefits and fan engagement initiatives.
• Resolve escalated customer service concerns professionally and efficiently.
• Monitor customer satisfaction and retention metrics.

Staff Management

• Recruit, train, and develop ticket sales representatives and account executives.
• Conduct regular coaching sessions and performance reviews.
• Monitor daily sales activity and pipeline management.
• Create professional development opportunities for staff.

CRM & Analytics

• Utilize CRM and ticketing platforms to manage customer relationships and sales activity, while monitoring current market trends to ensure the Toronto Rock have modern capabilities focused on maximizing revenue
• Analyze sales trends, attendance data, and customer behavior.
• Produce weekly and monthly revenue reports.
• Recommend process improvements based on data insights.

Cross-Department Collaboration

• Partner with Marketing to develop lead generation campaigns.
• Work with Corporate Partnerships to maximize sponsor hospitality opportunities.
• Coordinate with Game Operations to enhance the fan experience.
• Collaborate with Finance on budgeting, forecasting, and revenue reporting.
• Support Community Relations initiatives that generate ticket sales opportunities.

Qualifications Required

• Bachelor's degree in Sports Management, Business Administration, Marketing, or a related field.
• 5–8+ years of progressive ticket sales experience in professional sports or live entertainment.
• 3+ years of leadership or management experience.
• Proven record of achieving or exceeding ticket revenue goals.
• Strong leadership, coaching, and team-building skills.
• Excellent communication, presentation, and negotiation abilities.
• Experience with CRM systems and ticketing platforms (e.g., Salesforce, Ticketmaster Archtics), marketing automation platforms and AI-based tools and technologies).
• Strong analytical and financial reporting skills.
• Ability to work evenings, weekends, and holidays based on the team's schedule.

Preferred

• Knowledge of dynamic pricing strategies.
• Experience selling premium seating and corporate hospitality.
• Familiarity with digital marketing and lead generation strategies.

Working Conditions

• Full-time, in-office position with opportunities for flexible work hours during specific times of year.
• Requires availability for all home games, special events, community appearances, and league meetings.
• Occasional travel for team and league events, training, and business development.

COMPENSATION

· Base Salary range: $80,000-$90,000 based on relevant experience

· This role includes a bonus pool of up to 20% of base salary, which will be determined based on department performance against revenue targets and other key performance indicators (KPIs).

APPLICATION PROCESS

The deadline for applications is Friday, August 14th, 2026. Interested applicants are asked to forward their resume and cover letter detailing their suitability for the position by email to Carly Caplan at ***email_hidden***. Please include “ Director, Ticket Sales and Service ” in the subject line.

This position is being posted to fill an existing vacancy. We thank all applicants for their interest; however, only those requested for an interview will be contacted.