Canlan Sports Looking for Manager, Youth Hockey Leagues at North York, Ontario, Canada Full Time

Canlan Sports is the largest private-sector operator and developer of recreational sports complexes in North America. The company’s success in the recreation, entertainment, and hospitality industry is attributed to a combination of innovative programming, service delivery leadership and world-class facilities. We understand our customers’ need for service excellence and we’re committed to delivering on it.

Job Summary

The Manager, Youth Hockey Leagues is a key member of the product team at Canlan Sports, taking ownership of the organization’s Youth Hockey League (YHL). The role will be responsible for ensuring that the league is a brand-leader in each market, well positioned with an innovative value proposition and a key focus to make the game fun for everyone!

Providing leadership, initiative, and strong business acumen, this role is vital to the development and delivery of best-in-class experiences for participants and their families, measured through key performance indicators including customer satisfaction, participation growth, and financial results.

Position Requirements

• Work will be completed in-line with approved Canlan Sports hybrid work policies.
• Regional travel in the Greater Toronto Area (GTA) will be required on a regular basis.
• Light travel may be required on an annual basis for team meetings or conferences.

Accountabilities

Primary areas of accountability for the role include:

• Value Proposition: Developing the Product roadmap, strategy and vision, identifying customer needs, monitoring customer feedback, actioning customer improvements including digital experience enhancements and innovation of the YHL’s key product features.
• Customer Acquisition + Retention: Expert on each market, identifying growth opportunities through sports complex key accounts, targeted and organic growth, and achieving year-over-year retention targets.
• League Operations: Developing and implementing delivery product standards for the sports complexes and providing ongoing training and support.
• Financial Results: Establishing pricing and expense optimization models and achieving these targets at each location on a seasonal basis.

Leadership Competencies And Responsibilities

Brand Strategy and Value Proposition

• Works with the Director, North American Programs to develop a product strategy and vision for the Canlan Youth Hockey League (YHL) that aligns with the organization’s operational and strategic objectives, while accounting for a rapidly evolving sports and recreational landscape in each region.
• Provides leadership and product support to each sports complex and relevant team members, including the development of the sales and marketing calendar, relevant timelines, pricing models, registration processes and projections, payment and collection processes, and additional support required for successful product delivery.
• Possesses subject-matter expertise in youth recreational hockey across Canada and the United States, understanding relevant trends, insights, and knowledge that will ensure that the organization’s product offering is timely, relevant, and maximizes customer experience.
• Serve as a key stakeholder when engaging with external partners, vendors, and organizations that offer strategic value to Canlan Sports.

Customer Acquisition and Retention

• Collaborate with the Marketing and Customer Experience (CX) team to ensure campaigns are timely, relevant, and executed in accordance with the product timelines at each location. Partner with CX team to identify any gaps and develop improvement plans to resolve.
• Supports sports complex teams by identifying key accounts and strategic partners within the region that can drive registration.
• Work with key internal stakeholders to identify areas of product cross-promotion, and opportunities with external stakeholders to enhance products with strategic partnerships.
• Establishes and monitors participation retention targets for each location, identifying and analyzing trends and providing tailored analysis.

League Operations

• Leads a team of Manager, Youth Leagues and Programs, providing leadership and direction as it pertains to the YHL. Uses subject matter expertise and industry knowledge to develop this team, providing training and support to maximize performance while balancing the needs of the role to other accountabilities (e.g., Instructional Program Delivery)
• Establishes and manages standards, including but not limited to scheduling, game official management, rules and regulations, gameplay parity, and customer communication.
• Develops a seasonal playbook and maintains Standard Operating Procedures for sports complexes to clarify accountabilities and expectations, processes, and best practices for successful league delivery.
• Leads a regular cadence of monthly meetings for gameplay delivery staff, formulating a relevant agenda, organizing working sub-committees, and providing a forum for collaborative communication and teamwork.
• Ensures that the league value proposition maximizes the customer experience in-line with the needs of coaches, team entries, and individual player registrations.
• Stakeholder in the interview process for vacant roles, assisting relevant sports complex staff by conducting interviews and identifying candidates who are a strong fit for the role.
• Manages team performance in-line with organizational policies and processes by evaluating compliance with standards, establishing and measuring KPI’s, and taking corrective action where necessary.
• Develops tools and templates to assist reporting staff with national orders, marketing, and analysis, and assisting with purchase orders as required.
• Collaborate and work with the Product Manager Leagues to make sure that there is consistent operational framework for Schedules, Parity, Timekeepers, Refs and Convenors.

Financial Results

• Plays a key role in the development of the organization’s Annual Operating Plan (AOP) by reviewing previous year actuals, establishing AOP participation and revenue targets, pricing models, and tangible opportunities for growth.
• Accountable to the AOP timeline, completing tasks in-line with the established milestone dates and supporting the complex teams with data input, as required.
• Responsible for the achievement of annual KPI’s, including participation counts, team counts, revenue results, NPS scores and expense management.

Operational Responsibilities

Safety

• Adheres to all appropriate Canlan Risk Management policies and procedures as governed by legislative requirement.
• Comply with and support the Sports Complex Health and Safety Committee. Enforce Health and Safety Standards with team members to ensure a safe working environment and a safe customer environment for the complex as detailed in the Risk Management checklist.
• Ensure all conveners are trained in: emergency response (as relevant to their role) including implementation, location and use of Complex Emergency Plan, Incident Reports, First Aid Kit, Eye Wash Station and Defibrillator.
• Ensure maintenance and cleanliness of department and escalate any unsafe Health & Safety conditions to the Joint Health and Safety Committee.
• Is and ensures team are “HAZCOM” and “Workplace Violence” trained before working first shift in line with WCB requirements.
• Uphold and implement appropriate use Personal Protective Equipment (PPE) when required.
• Adheres to and, when necessary, enforces Canlan Sports’ zero tolerance policy on outside alcoholic beverages being consumed within the sports complex.

Energy & Environmental Management

• Ensures consideration for best practices in energy use management and environmental impact are employed in all areas.

Key Relationships

This individual will build strategic relationships with others to advance the success of Canlan Sports organization as a whole.

• Program Manager, Instructional programs
• Product Manager, Adult Leagues and Tournaments
• Sports Complex General Managers and Sales Managers

Qualifications And Education

• Diploma or Degree in Sports, Business, Recreation, or Facility Management or a combination of relevant work experience and education.
• Experience managing a hockey league or working in a league programming environment.
• Completion of any relevant certificate programs may be considered an asset.
• Proof of valid certifications listed above is required

Abilities, Attributes And Experience

• Three (3) to Five (5) years of successful experience in a sports related business in a supervisory position.
• Demonstrated computer and technology skills (e.g. Microsoft Office, Stats Programs, CRM)
• Knowledge and understanding of marketing and communications campaigns would be considered an asset.
• Strong, demonstrated knowledge of hockey leagues, tournaments, operating procedures, and best practices
• Proven ability to multi-task and balance priorities in a fast-paced environment.
• Diligent communicator who’s able to leverage e-mail, internal channels (e.g. Microsoft Teams), and phone calls to connect with internal and external stakeholders.
• Creative and innovative approach to product execution and future growth opportunities.