Assistant Manager, Membership

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, Membership, as an Assistant Manager on the Membership team with a focus on our soccer vertical, you will be responsible for leading and encouraging your group of account executives, managers and coordinators to achieve our department priorities as well as their personal goals. Your team will be responsible for leading an account of members with the intention of providing outstanding service and league leading retention. You will support the Manager of Toronto FC with all membership operations including building and implementing communication, coordinating member events & experience, planning our annual renewal campaign and retention strategies and tactics for our members.

**Responsibilities**
- Lead a team of account executives, managers and coordinators to achieving our department priorities and their personal goals.
- 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 renewal targets.
- Lead all aspects of the retention operations of Toronto FC brands and drive innovative ways that evoke an emotional connection to the brand.
- Implement on-boarding, coaching and training for new hires
- Develop and maintain relationships with internal departments (Ticket Admin, Suites, Sales, Marketing, Business Intelligence, Finance, Legal, Global Partnerships, EDI etc.) to ensure alignment and delivery of retention goals, exceptional service and value to our membership base.
- Support all team members with escalated calls, member issues, and member meetings or visits.
- Improve overall customer service experience, create engaged customers and facilitate organic growth
- Participate in special projects and perform other related duties as requested.

**Qualifications**:
- Proven exceptional leadership skills with a coaching approach.
- An outstanding work ethic and a positive attitude incorporating integrity, confidentiality and discretion.
- Passionate, service-oriented individual with a focus on customer retention.
- The ability to resolve conflict creatively and diplomatically.
- Strong sales and sales leadership skills with the ability to win back repeat business.
- A proactive approach toward day-to-day activities and shifting demands, demonstrating a high level of initiative and independence.
- Proven to perform well under pressure and meet time sensitive deadlines.
- Driven to be successful and able to accept/lead change.
- Strong interpersonal and business communication skills with the ability to provide and receive constructive feedback.
- Available to work evenings, weekends and holidays as required.

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