Account Coordinator, Premium Service

7 months 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.

As a member of our Premium Suites Team, you will be responsible for supporting our sales & service team with the execution of the day-to-day operations of our Scotiabank Arena and BMO Field Suites portfolio. As a part of your role, you will be responsible for establishing relationships with a dedicated book of business and providing outstanding service while designing creative engagement and retention strategies. Through value-creation, emotional connections, and engagement, you will ensure high retention results are achieved. You will support the success of our annual department objectives and will bring an innovative, solution-oriented approach to a fast-paced and exciting environment.

**Responsibilities**
- Manage Suiteholder games and event rotations and support Ticket Operations throughout buy-flow process
- Maintain ticket orders, receipts and access for LIVE ticket orders submitted by Suiteholders
- Ensuring all Suites are updated and align with client expectations
- Collaborate with Real Sports, ensuring sales and service team have merchandise available to elevate client experience
- Support a variety of Suiteholder engagement initiatives
- Collaborate with Ticket Operations, Marketing, Partnerships and entire Ticket Sales & Membership teams to reach department goals and objectives
- Develop in-person touchpoint strategies, tailored to your dedicated book of business and their club space experience
- Achieve quarterly and annual touchpoint KPIs as measured through our Premium Suites service dashboard
- Build internal relationships with MLSE stakeholders
- Support all other Premium Suites service initiatives and programs as the need arises including, but not limited to, Suiteholder engagment campaigns, game day duties, and various events both in and out of venue
- Maintain up-to-date financial administration and balancing for your book of business
- Participate in strategic and innovative ideation to challenge the status quo
- Work in conjunction with the entire Ticketing team to reach department goals and objectives
- Participate in special projects periodically, to assist in achieving business goals

**Qualifications**
- Post-secondary degree or 3+ years’ experience in developing sales and service relationships with a premium, white glove approach
- TicketMaster and/or ARCHTICS knowledge is an asset but not essential
- Salesforce knowledge would be an asset
- “All for One” positive approach, with strong leadership skills and proven sales and retention results
- Ongoing awareness and responsiveness to client happiness with a demonstrated ability to build and develop professional relationships
- Can develop creative programming and strategic initiatives to successfully engage premium clients
- Skillful at listening, understanding, and communicating effectively
- Alert and receptive to shifting demands within a fast-paced, changing environment
- Performs well within a dynamic environment, while leading multiple priorities simultaneously
- Self-starter with a mature, professional attitude and presence
- Comfortable and capable of delivering within a deadline-driven environment, utilizing time management and organizational skills
- Confident user of Microsoft 360 - Word, Excel, Outlook, PowerPoint
- A positive, team f

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