New York Islanders

Background:

The New York Islanders of the National Hockey League were founded in 1972. In their first eleven years the Club won four Stanley Cup Championships, creating a legacy and following most clubs dream of. This past off-season, the Club made significant strides with the hiring of new General Manager Mathieu Darche and adding three first round draft picks, including Matthew Schaefer, the #1 overall pick in the 2025 NHL Draft.

Since its opening in 2021, UBS Arena has ranked as one of the top arenas in North America. UBS Arena is a joint venture between the Club’s ownership and Oak View Group. UBS Arena also serves as the anchor for Belmont Park, synergizing sports, music, entertainment, hospitality, destination retail and more. Belmont Park Village is part of a global platform of twelve (12) unique, destination retail developments in North America, Europe and Asia which leverage the convergence of luxury shopping, hotels, exclusive hospitality, live music, entertainment, sports and premium experiences. They are the creation of Value Retail, which was founded, built and is operated by the Club’s Co-Owner and Governor, Scott Malkin.

Any interested candidates should contact ZRG directly.
Contacting the New York Islanders will only delay consideration of your qualifications.

Position Summary:

The Chief Ticketing & Fan Experience Officer (CTFEO) serves as a key member of the organization’s executive leadership team and oversees all fan-facing revenue and service functions across the Islanders and UBS Arena. This senior executive will lead all facets of ticketing, premium sales, memberships, parking, food & beverage integration, and guest experience — ensuring every fan touchpoint delivers excellence and value.

The successful candidate will be responsible for designing and executing a unified commercial strategy for ticketing, premium sales & service, membership programs, parking, and the in-venue fan experience. The CTFEO will drive sustainable revenue growth, maximize lifetime value, and deliver world-class guest satisfaction through an integrated, data-driven approach that links acquisition, onsite experience, and retention. This position requires strong leadership and management skills, knowledge of ticketing systems, and a dedication to enhancing the fan experience.

Duties and Responsibilities:

Core Responsibilities

• Lead ticketing, premium, and membership sales and service across all events.
• Partner with the UBS Arena GM and Booking Team to align pricing, revenue, and service standards for all concerts and special events.
• In partnership with UBS Arena GM and Operating partners, oversee parking, F&B integration, and ancillary revenue strategies integrated in the overall fan and revenue pipeline.
• Manage fan experience programs, guest services, and satisfaction tracking (NPS, feedback loops).
• Collaborate closely with the Chief Digital Marketing and Strategy Officer (CDMSO) to align data, CRM, and marketing automation to drive retention and conversion.
• Partner with the Chief Operating Officer (COO) to ensure brand, retail, and event presentation integration.

Commercial Strategy & Revenue Growth

• Develop and execute a comprehensive commercial strategy across ticketing, premium, memberships, and parking to achieve topline and margin targets.
• Set pricing, packaging, inventory and yield strategies that optimize revenue across primary and secondary channels.
• Own P&L responsibility for all fan-facing revenue lines and contribute to enterprise financial planning.

Sales, Service & Premium Operations

• Build and lead high-performing ticket sales, premium sales, and customer service teams focused on acquisition, retention, and incremental revenue.
• Design premium products, hospitality offerings and suite programs that align with market demand and brand positioning.
• Establish service standards and lifecycle programs for high-value customers and membership tiers.
• Collaborate with sales and marketing teams to drive ticket sales, promotions, and campaigns.

Fan Experience & Venue Operations

• Define and deliver an exceptional in-venue guest experience that drives attendance, engagement, and loyalty.
• Collaborate with operations, security, F&B, retail, game presentation and technology teams to ensure seamless execution on event days.
• Implement continuous measurement and improvement programs to maximize Net Promoter Score (NPS), guest satisfaction and operational efficiency.

Data & Customer Intelligence

• Leverage CRM, business intelligence, and ticketing platforms to create a unified customer view, enable targeted acquisition and personalization, and measure ROI of marketing and sales initiatives.
• Drive adoption of predictive analytics, segmentation, and automation for customer lifecycle management and campaign optimization.
• Oversee the management of customer databases and ticketing systems to maintain accurate and up-to-date information.
• Utilize data to identify trends and make recommendations for improvements in ticketing operations.

Partnerships & Cross-Functional Collaboration

• Work closely with CMDSO, COO, UBS Arena GM, Booking Team, F&B Partners to align commercial initiatives with brand, sponsorship, and team objectives.
• Collaborate to develop integrated fan-facing activations that enhance value for sponsors and fans alike.

Talent & Culture

• Recruit, develop and retain top talent across ticketing, premium, service and fan experience functions.
• Instill a customer-centric, data-driven and accountable culture focused on continuous improvement and innovation.
• Foster a positive and collaborative team environment.

Risk, Compliance & Vendor Management

• Oversee vendor relationships for ticketing platforms, membership services, and customer engagement tools; negotiate contracts and service level agreements.
• Ensure compliance with league rules, secondary market policies, consumer protection laws, and internal governance.
• Stay informed about and ensure compliance with ticketing regulations, laws, and industry standards.

Salary Range:

$475,000-$525,000

Qualifications, Skills and Education Requirements:

• Bachelor’s degree required; advanced degree preferred.
• 12+ years of progressive leadership experience in ticketing, premium sales, hospitality, or venue operations; experience within professional sports or major live entertainment preferred.
• Demonstrated P&L ownership and success driving multi-million-dollar revenue lines.
• Proven track record building integrated commercial strategies that connect acquisition, onsite experience and retention.
• Deep familiarity with ticketing systems, CRM platforms, and data analytics tools.
• Strong commercial acumen, pricing and yield management capabilities.
• Excellent operational instincts and ability to execute in a fast-paced, event-driven environment.
• Exceptional leadership presence, communication skills, and stakeholder management at the executive level.

Personal Attributes:

• Strategic thinking and commercial orientation.
• Data-driven decision-making and analytics fluency.
• Customer and partner focus.
• Operational excellence and attention to detail.
• Cross-functional leadership and influence without authority.
• Change management and innovation mindset.

Success in the first 12 Months:

• Reimagine the revenue strategy to increase sales across all UBS Arena events, including but not limited to New York Islanders games.
• Set clear standards and operating procedures with defined roles, KPI’s, and career paths.  
• Strengthen collaboration between the team, arena operator, and marketing to optimize revenue for all UBS arena events.
• Develop a strategy to improve the New York Islanders’ YoY ranking in gross ticket revenue, paid admissions, and yield.  
• Collaborate closely with CDMSO to develop a unified, best-in-class guest experience for all UBS arena events.  

ZRG’S Commitment:

At ZRG, we do not just accept differences—we celebrate and support it. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, pregnancy, race, color, religion, national origin, disability, genetic information, marital or partnership status, military or veteran status, age, or any other characteristic protected by applicable law. ZRG is an equal opportunity employer and workplace, and we encourage applicants of all backgrounds & communities to apply.