Overview

The Director of Ticket Sales & Service will hire, train, and direct the Sales & Service team for Hamilton’s AHL team. This person will be responsible for providing strategy and direction for all facets of the AHL Ticket Sales business. This includes selling and servicing all ticket sales products: memberships, partial memberships, groups, and individual game ticket sales. The sales component of this role will include all parts of the sales process from prospecting to closing, which is where the service component will begin as we build relationships with our members to retain and grow our membership base.

This role pays an annual salary of $105,000-$125,000 CAD and is bonus eligible.

Full-Time Benefits: for Full-Time roles: Health, Dental and Vision Insurance, Pension matching, and Paid Time Off (vacation days, sick days, and statutory holidays).

This position will remain open until June 20th, 2026.

Responsibilities

• Hire, train, develop, and direct the Ticket Sales & Service team for Hamilton’s AHL team.
• Create, build and execute a fully developed Sales & Service Plan for all product groups with a focus on revenue retention and growth.
• Meet or exceed established monthly and/or yearly goals for contracted revenue, membership, partial membership, group and individual game sales, and service/retention metrics, including but not limited to: retention goals, customer touchpoints, customer feedback surveys, etc.
• Work with Marketing to ensure a cohesive plan is built to achieve success through the launch of the Team to Membership Sales Campaign, Group Sales Campaign, and Annual Retention Campaigns.
• Collaborate across all departments, including but not limited to premium sales, marketing, building operations, security, and food & beverage to ensure alignment of strategy and execution.
• Oversee risks and fiduciary responsibilities by analyzing client objectives, proposing new business solutions, and implementing services and products to fulfill needs and objectives.
• Oversee overall client servicing process that includes, but is not limited to contract administration, ticketing fulfillment, client event execution, invoicing and payment plans, special requests, client ticketing needs, and all member communications.
• Entertain and nurture relationships with clients and prospects through creative means, e.g., networking events, one-on-one dinners/lunches, prospect sampling at shows, seat visits at shows, etc.
• Submit timely reports to management, including weekly and monthly sales revenue reports.
• Enter all pertinent prospect and customer information in CRM platform for efficient reporting and historical data purposes.
• Maximize relationships with clients to identify new revenue opportunities.
• Collaborate with Premium sales and service teams to generate new sales leads.
• Design, present and execute annual proposals to existing premium clients and referrals.
• Effectively collaborate with venue Finance department to ensure timely annual collections.
• Collaborate with industry leaders on best practices within the area of ticket sales and service.
• Oversee special projects such as recommendations on client communication, facilitating client research, liaison with external associations, and event planning.

Qualifications

• Bachelor’s degree in a related field or a combination of related education and work experience.
• 5-7 years of premium sales/service or related experience preferred.
• Minimum of 3 years of directing staff including hiring, training, and mentoring preferred.
• Lead with a one “team” mentality that inspires and energizes staff to do their best while feeling supported.
• Professional demeanor and positive attitude with a demonstrated passion for customer service and revenue retention/growth.
• Competitive, self-motivated, and creative-thinking skills and a team-first attitude.
• Excellent written and verbal communication skills.
• Proficient in MS Office with Salesforce or similar CRM experience - Ticketmaster platform experience preferred.
• Ability to work independently and within a team environment .
• Ability to work flexible hours including evenings, weekends, and holidays.