Director, Fan Experience

At Calgary Sports and Entertainment Corporation, we deliver excitement. Our mission is to be the heartbeat of our community by creating connections, building champions, and winning, together. If you'd like to join a team that's people-first, diverse, innovative, and energized about delivering extraordinary fan experiences to our fans, then we'd love to sign you to a player's contract!

THE POSITION

The Director, Fan Experience is responsible for the leadership of and full integration of the fan experience and security department team, strategy, and operations. This position will foster a winning culture of service through the design and execution of universal and innovative fan experience principles, systems, and programs. Supporting the CSEC mission, vision, and values, the Director, Fan Experience will be a role model for the delivery of exceptional fan experience and safe venues through pre-event planning, communication, collaboration, and part-time team management and planning for Scotia Place.

KEY ACCOUNTABILITIES

• Lead the operational integration of the CSEC Fan Experience and Security teams through all employee and fan experience journey touchpoints. Explore additional opportunities for cross-functionality and shared resource management at CSEC.
• Develop, coach, and mentor direct reports through leadership, performance management, and succession plans, aligning with CSEC's mission, vision, and values. Be visible and engaged and provide leadership to the part-time teams.
• Carry out supervisory responsibilities and operational integration for recruiting and training employees; plan, assign, and direct work; appraise performance; and address and resolve issues.
• Act as the voice of the fan in all strategic initiatives, event planning, fan journey mapping, and business operations. Be the role model for exceptional fan and employee experience across all departments.
• In partnership with the Senior Director of Corporate Security, provide subject matter expertise and continuous research to maintain an active awareness of event security issues and trends to promote and ensure safe and secure venues. Provide security and event operations leadership, including vulnerability mitigation, incident response, and risk assessments.
• Collaborate with CSEC internal service leaders and utilize industry best practices to design and champion universal fan experience service principles to be included in operating procedures, recruitment, training and recognition programs.
• Work closely with Customer service and Ticketing to streamline fan communication channels and responsibilities (phone, email, website, chatbots, apps), to efficiently assist fans with planning their experiences at CSEC venues and events.
• Support direct and indirect reports to oversee relationships, agreements, and day-to-day management of security, parking and other contract providers by providing concise communication, direction, and integration into the CSEC part-time service teams where applicable.
• Provide subject matter expertise for fan experience, security, general front of house management, and fan journey requirements for Scotia Place. Maintain continuous knowledge of current industry innovations in fan experience and security technology.
• Collaborate with the Premium Service and Food & Beverage teams to elevate the fan experience at all premium fan journey touchpoints. Design premium service standards for recruitment, training and management of a premium part-time team leading into Scotia Place.
• Aligning with industry best practices, build an enhanced fan relations program for CSEC venues including fan services centers programs, accessibility standards, training and a first-class service recovery program.
• Oversee the development of the department's operating budget and manage expenditures throughout the fiscal year, including forecasting and analyzing labor costs and capital needs/expenditures. Encourage an entrepreneurial spirit with team members and bring forward ideas for cost savings or revenue generation.
• Establish a network with other regional and NHL venue Fan Experience and Security Directors, regularly exchanging information, best practices, and innovative strategies for preparing and executing events, security and fan experience programming and training.
• Act as Manager on Duty in rotation with the Event Command team in CSEC venues.

THE INDIVIDUAL

• A minimum of 5-7 years of experience in hospitality, fan experience, security, event management, or related field.
• Bachelor's degree or equivalent in business, with a minimum of a) 5-7‐years' experience in the sports and entertainment or hospitality industry; and b) 5-7‐years' experience in a supervisory or managerial role. Sports and venue industry management, administration experience and certifications will be considered assets.
• Ability to lead large, diverse teams of front‐line employees - and having the maturity to train leaders (sometimes by modeling hands‐on problem solving, and other times coaching leadership skills).
• Experience with developing and implementing fan experience training programs and systems will be considered an asset.
• Strategic thinker able to align initiatives, structures, and various business components in support of CSEC mission, vision, strategic plan, and annual budget.
• Superior communication and interpersonal skills, with the ability to build, participate and lead effective presentations in a variety of settings.
• Knowledge of security, accreditation, CCTV, fire alarm systems, computerized access control systems, and wireless communication is considered an asset.
• Proficient in Microsoft Office suite along with other applicable technology applications.
• Ability to work a flexible schedule, including nights, weekends, and holidays.

CERTIFICATIONS

• Ability to obtain Alberta Security Guard License;
• Ability to obtain ProServe certification;
• Ability to obtain ProTect certification.

The deadline to apply is 3:00pm, April 15th, 2025.