Manager, Introductory Skating and Hockey Programs

6 months ago

North York, Canada Canlan Sports Full time

Canlan Sports is one of North America's largest private sector operators of multi-purpose recreational sports and entertainment complexes. Our vision is simple: create the most innovative & extraordinary sports experiences for our communities.

We own and operate 17 sports complexes, with nearly 50 ice surfaces, 20 multi-sport courts, 5 indoor turf fields, and 5 beach volleyball courts. It's a lot to play on

Canlan Sports focuses on the development of our core brands for our sports communities' diverse needs. The standardized curriculum, operations and execution of our experiences and our sport-for-life approach defines us as the leaders in grassroots programming, leagues, and tournaments, for any age and every skill level.

**Job Summary**

The Manager, Hockey and Skating Programs is responsible for the management of Canlan Sports’ youth and adult introductory hockey and skating products, including Learn to Skate, and programs designed to teach participants to Learn to Play Hockey and develop their skills in a fun environment.

This role will develop product standards, improve the value proposition of each program, and work with internal stakeholders to ensure that programs are all about having fun and developing the participants’ on-ice skills.

We’re looking for someone who can provide leadership, positive energy, and a proactive ability to grow and develop our program audiences across the organization

**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 this role include:

- Program Standards: Establishes and refines program standards, standard operating procedures, and best practices that govern instructional programs.
- Value Proposition: Develops innovative curriculums and product features that ensure Canlan’s programs are industry-leading in quality and participant experience.
- Communication: Works with internal stakeholders to ensure that their program delivery accountabilities are clear; Escalation contact for program-related inquiries.
- Financial Results: Achieves participation targets, revenue targets, and expense management in-line with instructor to participant ratios.

**Leadership Competencies and Responsibilities**
- Introductory Skating and Hockey Program Management
- Develops, communicates, and implements a standardized curriculum to ensure that skating and hockey programs are accessible, relevant, fun, and provide a clear pathway for participants to transition to additional programming.
- Subject matter expert on all instructional program products, who understands the regional nuances and sports complex profiles of Canlan Sports, ensuring that products are well positioned for success at each location.
- Responsible for developing and maintaining program delivery standards, operating procedures, and best practices.
- Communicates and collaborates with internal stakeholders during a regular cadence of team meetings, and ad hoc communication, providing clear direction on expectations and standards, and leveraging feedback to improve program mixes and the overall value proposition.
- Works closely with the internal Customer Contact Centre to ensure that advisors have up-to-date and relevant information on skating and hockey programs at all locations.
- Responsible for the product build outs and data entry of each program into the organization’s CRM in accordance with established timelines and workback schedules.
- Through in-person and remote viewing, monitors program delivery to ensure that complexes are adhering to the standards and best practices of each program.
- Customer Acquisition and Retention
- Collaborate with the Marketing and Customer Experience (CX) team to develop marketing and communication plans that drives registration with relevant, timely campaigns and executed in accordance with the product timelines at each location.
- Partner with the CX team to identify gaps and develop improvement plans that improve the customer journey. Deliver customer-service focused who can communicate efficiently and effectively and resolve customer disputes in a diplomatic way, if required.
- Works to create, develop, and maintain strategic partnership opportunities with sports complex teams that can increase participation.
- Establishes customer retention targets, measures, and understands these trends.
- Decision Making and Management
- Responsible for developing program mixes that are consistent with an organizational focus on Learn to Skate and Learn to Play programming, as well as current participation levels and demand profiles to maximize participation.
- Works with the Product Manager and sports complex teams to identify optimal hours of usage to achieve success, with a focus on optimizin

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