Event Operations & Merchandise Manager
Location: Calgary, AB
Employment Type: Full Time
Reports To: VP, Marketing & Operations
Working Location: Hybrid (Game days and some evenings/weekends required)
Position 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
Contact us to apply!
Interested candidates are invited to apply by sending their resume to people@calgarywildfc.com