Director, Premium Retention

1 week ago

Toronto, Ontario, Canada MLSE Full time

Company Description

At Maple Leaf Sports & Entertainment Partnership (MLSE), we are committed to creating an inclusive workplace that is representative of our community and where all employees feel they belong and can reach their full potential.

We are Canada's preeminent leader in delivering top quality sport and entertainment experiences and one of North America's leading providers of exceptional fan experiences.

We are the parent company of the National Hockey League's Toronto Maple Leafs, the National Basketball Association's Toronto Raptors, Major League Soccer's Toronto FC, the Canadian Football League's Toronto Argonauts and development teams with the Toronto Marlies (American Hockey League), Raptors 905 (NBA G League), Toronto FC II (MLS NEXT Pro League) and Raptors Uprising Gaming Club, the Toronto Raptors Esports franchise in the NBA 2K League.


MLSE owns and/or operates all the venues our teams play and train in, including Scotiabank Arena, BMO Field, Coca-Cola Coliseum, Ford Performance Centre, BMO Training Ground, and OVO Athletic Centre.

We also provide fans in Toronto with incredible live music and entertainment events, as well as exceptional culinary experiences through our restaurants (e11even and RS) and clubs (Hot Stove Club, ScotiaClub and Platinum Club).

Through MLSE Foundation, we have invested more than $45 million into Ontario communities since 2009 and with MLSE LaunchPad, we provide a place where youth facing barriers use sport to recognize and reach their potential.


We achieve all of this through our Common Purpose - to unite and empower our employees to create extraordinary moments for our fans and each other.

Come be a part of the team.


As Director, Premium Retention and Service you will lead and inspire your group of Managers and their teams to work towards our collective objectives and lead the Membership Service and Retention strategy of our Premium Toronto Maple Leafs and Toronto Raptors portfolios.


You have experience as an inclusive leader who leverages an innovative and strategic mindset, and are able to problem solve, anticipate challenges, and thrive in a multifaceted environment.

You will demonstrate your outstanding mentoring, strong operational capabilities and entrepreneurial approach to build an engaged culture and build a best-in-class Retention and Membership Service program for MLSE.


  • Coach and inspire a team of Managers who lead a team of Account Executives and Account Managers to deliver an outstanding Retention and Membership program and to live our purpose of 'Creating Exceptional Moments' for our Members and each other.
  • Support our 'Thriving and Engaged Organization' vision by leading your team to achieve both their personal goals and corporate objectives.
  • Lead a team of sales and service professionals to deliver on annual retention targets across the Premium Leafs and Raptors vertical properties.
  • Partner with our marketing department to drive awareness of our Retention and Membership program and to help complete annual business operational requirements (Retention Goals, Engagement, Gifting, Package design, Member benefits, etc.).
  • Lead in the continuous development of sales principals and skill within our retention team to drive new business and win back Members.
  • Build additional value for members through digital assets in partnership with the MLSE Digital Labs Team as well as the Global Partnerships department.
  • Global thinker who aligns with our strategy. Build an impact across all departments as well as the ticketing group.
  • Seek new relationships within the business community to add additional benefit and value to our members.
  • Develop and maintain relationships with internal departments (F&B, Ticket Admin, Marketing, BI, Finance, Legal, GP, etc.) to ensure delivery of exceptional customer service and value to our membership base.
  • Handle operational budgets to achieve and maintain financial solvency / success.
  • Drive and initiate Quarterly Business Reviews with internal partners as well as Front Office

Qualifications:

  • Consistent record of accomplishment in people development, coaching and culture building with 5+ years of leadership experience leading a mediumsized team, and handling budgets.
  • Creative problem solver and innovator.
  • Very strong operational capabilities and experience with a consistent track record of accomplishment in achieving results on time and within budget.
  • Proactive approach toward daytoday activities and shifting demands, demonstrating a high level of initiative and independence.
  • Ability to see the big picture and strategize accordingly.
  • Outstanding teammate and ability to thrive in a fast paced, high growth, entrepreneurial environment where quality, innovation and customer service is critical to organizational success.
  • Strong written and verbal communication skills, comfortable working with all levels of management and customers, making presentations and public speaki

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