Assistant Manager, Premium Service

3 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**:
Working in tandem with the Manager, Premium Service, as the Assistant Manager on the Premium Suites team, you will be responsible for leading and encouraging your group of Account Managers/Coordinators to achieve our department priorities as well as their personal goals. In addition, you will have a small book of Suite Holders to manage on a day-to-day basis.

Your team will be responsible for leading an account load of Suite Holders with the intention of providing outstanding service and building positive relationships with key stakeholders. You will take responsibility for the BMO Field Suites portfolio and support the Manager on the Scotiabank Arena business including building and implementing communication, organizing Suite Holder events & experiences, and lead on major projects to improve our day-to-day operations within the Suites vertical.

**Responsibilities**
- Directly manage our Account Manager (BMO Field) and Account Coordinator.
- Provide coaching and customized mentorship to your team, including robust development plans, specific and measurable quarterly KPI’s and quarterly calibration discussions.
- Deliver on fiscal priorities and achieve predicted targets.
- Lead all aspects of the BMO Field Suites business from a Service perspective and drive innovative approaches that evoke an emotional connection to the brands.
- Implement on-boarding, coaching and training for new hires
- Develop and maintain relationships with internal departments (Ticket Admin, Membership, Sales, Marketing, Business Intelligence, Finance, Legal, Global Partnerships, EDI etc.) to ensure alignment and delivery of retention goals, outstanding service and value to our membership base.
- Own and manage a book of business comprised of Scotiabank Arena Suite Holders (~25 accounts)
- Participate in special projects and perform other related duties as requested.

**Qualifications**:
- Exceptional leadership skills with a coaching mindset.
- Post-secondary degree or 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.
- An outstanding work ethic and a positive attitude incorporating integrity, confidentiality and discretion
- 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 first approach, incorporating integrity, confidentiality and discretion
- Available to work evenings, weekends and holidays as the need arises

Additional Information
- We thank all applicants for their i

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