Director of Ticket Sales & Service
LOCATION: Toronto Rock Athletic Centre, 1132 Invicta Drive, Oakville, ON
REPORTS TO: VP of Business Operations
HOURS OF WORK: Full-Time, 9:00 AM – 5:00 PM Monday to Friday and some weekends as required
Organizational Overview:
Toronto Rock Lacrosse Inc. is seeking a Director, Ticket Sales & Service, to join our dynamic Business Operations team. The Toronto Rock Group, headquartered in Oakville, Ontario, includes the professional Lacrosse Club who are members of the National Lacrosse League (NLL), the Toronto Rock Athletic Centre (TRAC), Toronto Rock Sports Medicine & Wellness Centre, The Quarry high-performance training facility and Rock Lax Shop. The Toronto Rock Lacrosse Club play their home games at TD Coliseum in Hamilton, Ontario and are the defending NLL Champions entering the 2026-2027 season.
Position Summary:
The Director of Ticket Sales and Service is responsible for leading the organization’s ticket sales strategy while overseeing a high-performing sales and service team. This role focuses on maximizing ticket revenue through season memberships, partial season memberships, group sales, premium seating, and individual ticket sales while delivering an exceptional fan experience that drives retention and long-term loyalty. The Director will develop sales strategies, coach staff, analyze performance metrics, and collaborate across departments to grow attendance and revenue.
Ideal Candidate Profile:
The ideal candidate is a results-oriented sales leader who combines strategic thinking with hands-on coaching. They have a passion for lacrosse and sports in general, a proven ability to build high-performing sales teams, and a commitment to delivering exceptional fan experiences while driving sustainable revenue growth. Experience working in a fast-paced professional sports environment and building lasting relationships with fans, partners, and the community is highly valued.
Key Responsibilities Leadership & Strategy:
- Develop and execute annual ticket sales and retention strategies aligned with organizational revenue goals.
- Build, lead, mentor, and evaluate the Ticket Sales and Service department.
- Establish sales targets, performance metrics, and incentive programs.
- Foster a high-performance, customer-focused sales culture.
- Prepare sales forecasts, budgets, and performance reports for executive leadership.
Ticket Sales:
- Play an active leadership and participatory role to drive ticket revenue through season memberships, partial season memberships, group ticket sales, premium hospitality, and experiences, single-game tickets.
- Identify new business opportunities through outbound prospecting and strategic partnerships.
- Create promotional campaigns in collaboration with marketing leadership to increase attendance.
- Make recommendations to senior management regarding pricing strategies and inventory management, implement approved strategies
Ticket Service & Retention:
- Develop and execute membership renewal campaigns.
- Build best-in-class customer service standards.
- Design exclusive member benefits and fan engagement initiatives.
- Resolve escalated customer service concerns professionally and efficiently.
- Monitor customer satisfaction and retention metrics.
Staff Management:
- Recruit, train, and develop ticket sales representatives and account executives.
- Conduct regular coaching sessions and performance reviews.
- Monitor daily sales activity and pipeline management.
- Create professional development opportunities for staff.
CRM & Analytics:
- Utilize CRM and ticketing platforms to manage customer relationships and sales activity, while monitoring current market trends to ensure the Toronto Rock have modern capabilities focused on maximizing revenue
- Analyze sales trends, attendance data, and customer behavior.
- Produce weekly and monthly revenue reports.
- Recommend process improvements based on data insights.
Cross-Department Collaboration:
- Partner with Marketing to develop lead generation campaigns.
- Work with Corporate Partnerships to maximize sponsor hospitality opportunities.
- Coordinate with Game Operations to enhance the fan experience.
- Collaborate with Finance on budgeting, forecasting, and revenue reporting.
- Support Community Relations initiatives that generate ticket sales opportunities.
Qualifications Required:
- Bachelor’s degree in Sports Management, Business Administration, Marketing, or a related field.
- 5–8+ years of progressive ticket sales experience in professional sports or live entertainment.
- 3+ years of leadership or management experience.
- Proven record of achieving or exceeding ticket revenue goals.
- Strong leadership, coaching, and team-building skills.
- Excellent communication, presentation, and negotiation abilities.
- Experience with CRM systems and ticketing platforms (e.g., Salesforce, Ticketmaster Archtics), marketing automation platforms and AI-based tools and technologies).
- Strong analytical and financial reporting skills.
- Ability to work evenings, weekends, and holidays based on the team’s schedule.
Preferred:
- Knowledge of dynamic pricing strategies.
- Experience selling premium seating and corporate hospitality.
- Familiarity with digital marketing and lead generation strategies.
Working Conditions:
- Full-time, in-office position with opportunities for flexible work hours during specific times of year.
- Requires availability for all home games, special events, community appearances, and league meetings.
- Occasional travel for team and league events, training, and business development.
COMPENSATION:
- Base Salary range: $80,000-$90,000 based on relevant experience
- This role includes a bonus pool of up to 20% of base salary, which will be determined based on department performance against revenue targets and other key performance indicators (KPIs).
APPLICATION PROCESS:
The deadline for applications is Friday, August 14th, 2026. Interested applicants are asked to forward their resume and cover letter detailing their suitability for the position by email to Carly Caplan at ccaplan@torontorock.com. Please include “Director, Ticket Sales and Service” in the subject line.
This position is being posted to fill an existing vacancy. We thank all applicants for their interest; however, only those requested for an interview will be contacted.
Account Executive – Ticket Sales and Service
LOCATION: Toronto Rock Athletic Centre, 1132 Invicta Drive, Oakville, ON
REPORTS TO: Director of Sales & Service
HOURS OF WORK: Full-Time, 9:00 AM – 5:00 PM Monday to Friday and some weekends as required
Organizational Overview:
Toronto Rock Lacrosse Inc. is seeking an Account Executive, Ticket Sales & Service, to join our dynamic Business Operations team. The Toronto Rock Group, headquartered in Oakville, Ontario, includes the professional Lacrosse Club who are members of the National Lacrosse League (NLL), the Toronto Rock Athletic Centre (TRAC), Toronto Rock Sports Medicine & Wellness Centre, The Quarry high-performance training facility and Rock Lax Shop. The Toronto Rock Lacrosse Club play their home games at TD Coliseum in Hamilton Ontario and are the defending NLL Champions entering the 2026-2027 season.
Position Summary
Toronto Rock Lacrosse is seeking a passionate, enthusiastic, and fan-focused individual to join our team as an Account Executive in the Ticket Sales & Service department. Reporting to the Director of Ticket Sales & Service, this individual is responsible for driving ticket revenue across product types and providing exceptional customer service via phone and email. The role will place a particular emphasis on new membership sales, including full-season and half-season memberships, plus new group ticket revenue opportunities.
RESPONSIBILITIES:
- Prospecting new season and half-season memberships, group ticketing and flex pack sales opportunities through existing customer databases, research, cold calling, referrals and networking events.
- Selling and managing group ticket programs with the goal of increasing in-arena attendance and revenue, including setting meetings with key decision makers of community and corporate groups.
- Meeting both ticket revenue and ticket unit goals set out by the Director of Sales & Service.
- Generating new leads for premium hospitality opportunities.
- Identify opportunities to grow the business through referrals from existing customers by developing and nurturing professional relationships.
- Develop in-person hosting and touchpoint strategies to help build strong relationships with all Rock members and fans that includes but is not limited to, seat visits, face to face meetings, phone calls, emails and other communication channels.
- Provide best in class service through inbound and outbound engagement campaigns, completed through email, phone calls, and client meetings.
- Handling incoming ticket-related calls and inquiries with a high level of professionalism.
- Develop strong relationships with minor lacrosse organizations to support our ticketing plan.
- Assisting in a variety of roles on game days including (but not limited to) client/prospect interaction, distribution of sales materials, signage setup and takedown, troubleshooting, etc.
- Staffing ticket sales booths at outside functions including trade shows, community events, conventions, etc.
- Participate in strategic and innovative ideation to challenge the status quo.
- Need to be prepared to shift focus as the demands of the business evolve based on season nature of the business i.e. renewals to group sales.
- Manage the ticket system including accurate ticket administration and balancing of the financial process (through Archtics).
- Performing other duties as assigned.
QUALIFICATIONS:
- A willingness and desire to be in a sales role focused on results and delivering against targets and objectives.
- Minimum College or University degree
- A strong desire to begin a career in the sports industry.
- Prior sales experience inside or outside a sports franchise or organization an asset.
- Excellent relationship-building and interpersonal skills.
- Proven ability to interact effectively with internal and external clients at all levels within the organization.
- Excellent communication skills with a friendly and professional telephone manner.
- Ability to multitask and meet required deadlines.
- A commitment to service excellence and customer satisfaction.
- Knowledgeable in all Microsoft Office applications.
- Assertive, confident, persistent, and results-oriented.
- While looking to succeed personally, you must be able and interested in supporting a team environment and adhering to the Ticket Sales & Service department’s objectives, goals and mandates.
- Familiarity with Archtics is considered an asset.
- Flexible work schedule, including weekends and holidays for games and events.
COMPENSATION:
- Base salary range: $42,500-$47,500 plus a competitive transactional commission structure ranging from 3%-7% based on product type.
APPLICATION PROCESS:
The deadline for applications is Friday, August 14th, 2026. Interested applicants are asked to forward their resume and cover letter detailing their suitability for the position by email to Carly Caplan at ccaplan@torontorock.com. Please include “Account Executive, Ticket Sales & Service” in the subject line.
This position is being posted to fill an existing vacancy. We thank all applicants for their interest; however, only those requested for an interview will be contacted.
Retail & Merchandise Manager
LOCATION: Toronto Rock Athletic Centre, 1132 Invicta Drive, Oakville, ON
REPORTS TO: VP of Business Operations
HOURS OF WORK: Full-Time, 9:00 AM – 5:00 PM Monday to Friday and some weekends as required
Organizational Overview:
Toronto Rock Lacrosse Inc. is seeking a Manager, Retail Operations and Merchandise, to join our dynamic Business Operations team. The Toronto Rock Group, headquartered in Oakville, Ontario, includes the professional Lacrosse Club who are members of the National Lacrosse League (NLL), the Toronto Rock Athletic Centre (TRAC), Toronto Rock Sports Medicine & Wellness Centre, The Quarry high-performance training facility, and Rock Lax Shop. The Toronto Rock Lacrosse Club play their home games at TD Coliseum in Hamilton, Ontario and are the defending NLL Champions entering the 2026-2027 season.
Position Summary:
Reporting to the Vice President of Business Operations, Manager, Retail Operations and Merchandise should be a motivated and organized individual to fill an operational role that oversees the daily operations of the Toronto Rock Lacrosse merchandise shops, e-commerce and game day store and kiosks. This position is responsible for managing fan-centric merchandise inventory, driving retail sales, analyzing performance metrics, and leading merchandise and apparel initiatives that align with the team’s brand. This role will also contribute to broader business operations by identifying and maximizing revenue and margin opportunities.
RESPONSIBILITIES:
- Develop and execute seasonal merchandise plans aligned with brand identity, fan preferences, and sales and gross-profit targets.
- Establish and manage the annual merchandising plan and budget for all Toronto Rock merchandise (in-game sales, Toronto Rock Team Shop, TRAC tournaments etc.
- Plan, implement and oversee high-volume retail operations during home games, including designing store and kiosk layout and setup display, managing inventory turnover, signage and reconciliation and reports.
- Recruit, train, schedule and mentor game day retail operations staff.
- Manage the e-commerce platform to ensure accurate product listings, photos and descriptions.
- Analyze retail performance metrics including conversion rates, average order value, units per transaction, sell-through rate, inventory turnover with age profile, revenue per transaction and sales by channel to identify trends, optimize product assortment and support data-driven decisions.
- Manage retail budgets, track profitability and forecast sales targets, including identifying and monitoring profit margin by product category, sales channel and event; assess cost of goods, pricing, discounts, supplier costs and inventory movement to recommend pricing strategies and margin improvement opportunities.
- Ensure all products meet brand guidelines, quality standards and licensing requirements
- Manage team compliance with the NLL Authentics Licensing Program, including style guide requirements, approval processes, submission timelines and the approved roster of licensees; ensure all Toronto Rock merchandise, apparel and promotional items follow league branding standards and licensing guidelines.
- Research market trends, use fan feedback and competitor offerings to identify new retail product opportunities for Toronto Rock from approved licensee list to build range merchandise assortment while keeping offerings relevant & improving gross profit margin
- Prepare thorough cost analysis and pricing strategies for new and replenishment products, evaluating item quality, set-up costs, licensing fees, shipping, tariffs, embellishments, order quantities, landed cost, overhead and projected profitability to support accurate pricing, purchasing and margin decisions.
- Source vendors, negotiate agreements, and manage relationships with vendors, manufacturers, and licensees.
- Ensure Toronto Rock Lacrosse Shop merchandise stock for Toronto Rock apparel, jerseys, hats etc. is stocked and replenished as required and collaborate with Creative Director and Rock Lacrosse Shop staff to oversee visual merchandising and signage to ensure the store aligns with Toronto Rock brand identity.
- Analyze merchandise sales figures, pricing, buying patterns, and sports market trends to anticipate product needs.
- Preparation and documentation of timely, accurate merchandise sales statements and reports for management review, monthly sales reports and all other seasonal sales and promotions.
- Coordinate all aspects and ordering of team uniform, including jerseys and shorts for pre-season, regular season, charity games and playoffs (cresting, sizing details, sponsors, player designations etc.), shorts and applicable sideline apparel for players and coaching staff.
- Coordinate all applicable approved jersey cresting needs – merchandise sales, player/team jerseys, shoulder patches, charity game jerseys, League initiatives sponsor jersey patches etc.
- Build and strengthen local sports culture by developing positive customer rapport, creating an engaging retail experience for fans and professionally representing the Toronto Rock brand at home games, retail activations and community events.
- Collaborate with Marketing and Ticketing departments to execute and align on promotional campaigns strengthening fan engagement, theme nights, commercial ROI, product launches, player milestones and seasonal marketing push.
- Ensure high standard of customer service in person and online.
- Coordinate quarterly inventory counts and reconciliations to maintain accurate, accessible, and up-to-date physical merchandise inventory records including post-game inventory counts.
- Manage product receiving, storage and distribution and minimize inventory shrinkage.
- Manage the profitability of the department identifying cost efficiencies and opportunities to improve the overall profitability of the department.
QUALIFICATIONS/EXPERIENCE REQUIREMENTS:
- Bachelor’s degree in business, marketing, retail management, preferably in sports or related field preferred
- 3+ years of retail merchandising experience, ideally in sports, entertainment, or licensed products
- Strong product development, buying, and vendor negotiation skills
- Proficiency in retail metrics, financial reporting, reducing shrinkage and overseeing e-commerce fulfillment
- Excellent analytical skills with the ability to interpret sales and trend data
- Knowledge of sports licensing, fan demographics, and game-day operations
- Proficiency in Shopify retail POS/inventory system and Microsoft Office Suite
- Ability to work flexible hours, including evenings, weekends, and game days
COMPENSATION:
- Base Salary range from $50,000-$55,000 based on previous experience.
- This role includes a bonus pool of up to 10-15% of base salary, which will be determined based on department performance against revenue and margin targets as well as other key performance indicators (KPIs)
APPLICATION PROCESS:
The deadline for applications is Friday, August 14th, 2026. Interested applicants are asked to forward their resume and cover letter detailing their suitability for the position by email to Carly Caplan at ccaplan@torontorock.com. Please include “Retail & Merchandise Manager” in the subject line.
This position is being posted to fill an existing vacancy. We thank all applicants for their interest; however, only those requested for an interview will be contacted.
Rock City Rally Crew
The Toronto Rock are looking for energetic, outgoing, and dedicated individuals to join our 2026–27 Rally Crew. This team is responsible for bringing the excitement, energy, and championship atmosphere to every home game at TD Coliseum. As a member of the Rally Crew, you’ll play a key role in creating an electric game-day environment and helping fans make life-long memories.
What You’ll Do:
- Bring energy and excitement to the arena by engaging with fans and leading crowd hype moments throughout the game
- Support in-game contests, promotions, giveaways, and fan activations
- Interact with fans of all ages while representing the Toronto Rock brand with professionalism and enthusiasm
- Assist with special events and other Rock City experiences when required
We’re Looking For:
- Outgoing, high-energy personalities who thrive in a fast-paced, live entertainment environments
- Strong communication skills and the ability to engage large crowds
- Positive, reliable team players to represent the Toronto Rock organization
- Experience in sports, entertainment, promotions, customer service, or public-facing roles is an asset
- Ability and willingness to work evenings, weekends and holidays
Game-Day Commitment:
- Selected Rally Crew team members must be available for all Toronto Rock home games from November 2026 through April 2027, with the possibility of additional playoff home games in April/May 2027.
- All home games will take place at TD Coliseum in Hamilton.
How to Apply:
Think you have what it takes to bring the energy and excitement to Rock City? Submit your application to mpilatzke@torontorock.com by Friday, September 25th and include:
- A 30-second hype video showing your personality and energy
- A brief cover letter detailing why you would be a great fit for Rally Crew
Please note: Only candidates selected for an interview will be contacted.
Toronto Rock Game Operations Crew
The Toronto Rock are looking for reliable, hard-working individuals to join our 2026–27 Game Operations Crew. This team plays a vital role in delivering a seamless and professional game-day experience for fans, players, partners, and staff. From setting up the arena environment to supporting in-game activations and ensuring every moment runs smoothly, the Game Operations Crew is the engine behind the action.
What You’ll Do:
- Support the execution of Toronto Rock home game operations
- Assist with game-day setup and teardown of arena spaces
- Help deliver in-game promotions, fan activations, contests, and special events
- Assist with sponsor activations and partner experiences throughout the arena
- Troubleshoot challenges quickly in a fast-paced, live event environment
- Help create the behind-the-scenes moments that make Rock City unforgettable
We’re Looking For:
- Reliable, hands-on individuals who take pride in delivering a great experience
- Strong organizational skills and attention to detail
- Team players who enjoy working collaboratively behind the scenes
- Ability to stay calm, focused, and adaptable in a live event environment
- Ongoing positive attitude and a willingness to jump in wherever needed
- Ability to lift and carry up to 50 pounds is required
- Experience in sports, entertainment, event production, or live experiences is an asset
- Ability and willingness to work evenings, weekends and holidays
Game-Day Commitment:
- Selected Game Operations team members must be available for all Toronto Rock home games from November 2026 through April 2027, with the possibility of additional playoff home games in April/May 2027.
- All home games will take place at TD Coliseum in Hamilton.
How to Apply:
Interested in being part of the team that makes game day possible? Submit your application to mpilatzke@torontorock.com by Friday, September 25th and include:
- A brief cover letter detailing why you would be a great fit for the Game Operations Crew
Please note: Only candidates selected for an interview will be contacted.
