Account Manager, Premium Club Retention

**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 Membership Team, you will be responsible for providing outstanding service while crafting creative engagement and retention strategies for a premium segment of clients & fans. You will establish relationships with a dedicated book of business that primarily consists of Toronto Maple Leafs Platinum Club Members. Through value-creation, emotional connections, and club-specific 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.
- Achieve or exceed account renewal targets during annual retention campaigns.
- Managing a Toronto Maple Leafs Platinum Club segment of Member accounts, develop retention strategies and create value through engagement, experiences, and club initiatives.
- Navigate the introduction and education of a brand-new club space, MNP Pass (Tunnel Club), that a segment of these Premium Members receive exclusive access to.
- Effectively lead any Member challenges, concerns, or critical issues promptly while providing empathy and solutions through individual problem solving.
- Develop in-person hosting and touchpoint strategies, specifically targeting Toronto Maple Leafs Platinum Club Members and their club space experience.
- Build internal relationships with MLSE stakeholders associated with operations in various Scotiabank Arena restaurants (Platinum Club, MNP Pass Social Club, ScotiaClub, Hot Stove Club).
- Achieve quarterly and annual touchpoint KPIs as measured through our Membership Team dashboard.
- Establish an emotional connection between Toronto Maple Leafs Members and their club space (Platinum Club) through supporting the conceptualization, development, and execution of engagement programs.
- Support to all other service initiatives and programs as the need arises including, but not limited to, Member gifting campaigns, game day duties, and various Member events both in and out of venue.
- Maintain up-to-date financial administration and balancing for all Platinum Club accounts.
- Participate in strategic and innovative ideation to challenge the status quo
- Work in conjunction with the entire Ticket Sales and Membership teams 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.
- “ 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.
- Strong ability to maintain a firm position and say “no” to high-profile Member requests/demands, while remaining respectful and providing alternative solutions.
- 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 fas