Event Operations

Department:

Marketing & Operations 

Reports to:

VP, Marketing & Operations 

Status:

Full-Time 

Location:

Calgary, AB (Game days and some evenings/weekends required) 

Role Summary

The Event Operations & Merchandising Manager is responsible for overseeing all matchday operations and leading the club's merchandise business. This role ensures a high-quality, safe, and consistent fan experience at every home match while also managing merchandise strategy, execution, and financial performance. 

This role is focused on planning, oversight, and accountability. Game-day execution is supported by a dedicated operations team, while merchandise operations are supported by a Merch Coordinator and match-day part-time staff. The successful candidate brings strength in either live event operations and/or merchandise/retail management, with the ability to lead across both functions through structure, collaboration, and strong reporting. 

Key Responsibilities

Matchday Operations & Fan Experience

• Oversee all matchday operations and stadium logistics to ensure a safe, seamless, and engaging fan experience
• Lead matchday planning, run-of-show development, and operational readiness across all home matches
• Provide oversight and direction to the Game Day Director and their matchday operations team, who execute on-site operations
• Ensure all stadium operations, staffing plans, and workflows are prepared and communicated in advance
• Serve as the senior operational lead on matchdays, with authority over real-time decision-making, issue resolution, and escalation
• Approve matchday staffing plans and respond to staffing changes as required
• Conduct post-match operational reviews and implement improvements

Merchandising Strategy & Operations

• Develop and lead the club's merchandise sales strategy, including product mix, pricing, promotions, and sales goals
• Build and manage the annual merchandise budget, forecasting revenue, costs, and margins
• Oversee merchandise inventory planning, logistics, and execution in collaboration with the Merch Coordinator
• Maintain authority to set and adjust merchandise pricing, promotions, and product placement within approved budgets
• Ensure merchandise locations, layouts, and processes support fan flow and maximize sales performance
• Review weekly and monthly merchandise reporting, including inventory levels, sell-through, and financial performance
• Be accountable for the bottom-line performance of the merchandise business, including revenue and margin targets

Vendor & Partner Management

• Manage and evaluate key vendors and service providers, including merchandise suppliers, logistics partners, staffing providers, and operational contractors
• Support vendor selection, contract input, and performance reviews in collaboration with the VP, Marketing & Operations
• Serve as the primary operational point of contact for external vendors and partners on matchdays

Cross-Functional Collaboration

• Collaborate with Marketing, Ticketing, Partnerships, and Community teams to align matchday operations, promotions, activations, and merchandise initiatives
• Provide operational support for in-stadium activations and special events
• Ensure operational feasibility and execution readiness for revenue-driving and fan-facing initiatives

Merchandise Channels & Growth (As Applicable)

• Oversee e-commerce merchandise operations and fulfillment, where applicable
• Align in-stadium and online merchandise inventory, pricing, promotions, and reporting
• Identify opportunities to expand or optimize merchandise sales channels over time

Data, Systems & Reporting

• Ensure effective use of operational, inventory, POS, and reporting systems
• Maintain accurate, timely data and reporting across matchday operations and merchandise performance
• Identify and implement improvements to systems, tools, workflows, and reporting processes

Operations Leadership & Administration

• Provide leadership and oversight to the Game Day Director, Merchandise Coordinator, and supporting operations staff
• Maintain and continuously improve operational documentation, runbooks, and checklists
• Coordinate with stadium partners, security, and service providers
• Develop, maintain, and communicate emergency response plans in accordance with stadium policies and Northern Super League (NSL) guidelines
• Ensure compliance with league, venue, and safety requirements
• Reallocate approved operations and merchandise budgets within defined parameters, as required

People Leadership & Development

• Support the development, training, and performance growth of direct reports and seasonal staff
• Foster a culture of accountability, preparedness, and continuous improvement across operations and merchandising teams

Success Metrics

• Consistent, high-quality fan experience on matchdays
• Smooth, on-time stadium operations with minimal escalations
• Strong performance and preparedness of game day staff
• Merchandise revenue and margin performance against budget
• Accurate, timely operational and merchandise reporting
• Continuous improvement in systems and execution

Qualifications & Experience

• 5–8+ years of experience in sports operations, live events, stadium operations, retail, or merchandise management
• Demonstrated experience leading teams or managing vendors in fast-paced environments
• Business acumen with experience managing budgets, revenue targets, or P&L responsibility (merchandise or retail experience strongly preferred)
• Strong organizational, problem-solving, and communication skills
• Comfortable working evenings, weekends, and holidays

Note:
Candidates may come from a stronger background in either event operations or merchandise/retail management. Success in this role is driven by leadership, structure, and accountability rather than being a hands-on expert in every function.

Core Competencies

• Fan experience focus
• Operational leadership and oversight
• Financial and budget accountability
• Calm decision-making under pressure
• Clear communication and team coordination