Coordinator, Premium Club Experience

2 weeks ago

Toronto, 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.

**Job Description**:
We are looking for a Coordinator, Premium Club Experience to become an integral part of the Revenue Retention, Premium Service & Innovation team. As the Coordinator, Premium Club Experience, you will support the programming that enhances the overall member experience within our club spaces across our sports and LIVE entertainment verticals. You have a customer centric and solution focused mindset. You are an individual who is highly detail oriented, excellent organizational skills and the ability to pivot and adapt to new situations.
- Support our world class club operations and programming, to evolve the future of our club member experience across all teams and LIVE verticals and including Scotiabank Arena, BMO Field, Bud stage, and History
- Manage day to day administration for club programming, events, EBR reports, registration, RSVP tracking and issues resolutions
- Drive emotional connections with our members to support our revenue retention strategies and member / guest satisfaction
- Responsible for ensuring existing members are satisfied through after-sales care, as well as gaining and leveraging feedback to improve on processes and programming
- Act as an ambassador on club venues, benefits, and product offerings to connect observations to new business opportunities
- Assist with the day-to-day management of our Air Canada Signature Club and Lakehouse Concierge program
- Conduct extensive research of industry best practices to inform future premium club strategies
- Participate in special projects and perform other related duties as requested
- Build relationships with Pinnacle Catering and MLSE F&B and venue operations at all venues to ensure ensuring operational efficiency, member/guest experiences are executed flawlessly
- Maintain knowledge of industry trends and best practices to continually level up the client and event experience

**Qualifications**:
- University or College degree, diploma or certificate in sports, events, marketing, public relations, or any related field
- Must possess outstanding customer service skills to provide a positive experience
- Strong understanding of the sports & LIVE entertainment industry
- A proactive approach toward day-to-day activities and shifting demands, demonstrating a high level of initiative and independence
- Flexibility/adaptability to manage multiple tasks in a high volume, fast paced environment
- Must be an effective communicator that can convey information efficiently and build strong relationships with external clients and internal key stakeholders at all levels
- Financial planning and budget tracking experience is an asset
- Internally motivated, driven and a resourceful problem solver on the fly, knows how to find answers to provide the best solution and knows when to escalate

Additional Information
- We thank all applicants for their interest, however, only those selected for an interview will be contacted._

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