Manager, Youth Hockey Leagues

8 months ago

North York, Canada Canlan Sports 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.
- 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
- 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.
- 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

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