Account Manager, Premium Service (1-year contract)

MLSE (Maple Leaf Sports & Entertainment Partnership); Toronto; On-site; CAD 65,000 - 70,000; Full time

Benefits offered by this job

Medical benefits

Vacation

Job summary

Maple Leaf Sports & Entertainment Partnership (MLSE) is seeking a Premium Suites Account Specialist to manage a dedicated book of business and drive engagement, retention, and revenue in a fast-paced arena environment.

Responsibilities include designing retention strategies, building internal MLSE relationships, meeting KPIs, and supporting events and campaigns. Evening/ weekend work is required; prior CRM tools experience is a plus.

Qualifications

• Post-secondary degree or 3+ years in sales/service with premium clients.
• Experience with premium client retention or white-glove services is preferred.
• Knowledge of CRM and client happiness monitoring is a plus.

Responsibilities

• Achieve or exceed account renewal targets during retention campaigns.
• Develop in-person touchpoint strategies for your book of business.
• Build internal relationships with MLSE stakeholders.
• Meet quarterly/annual KPIs through outreach and engagement campaigns.
• Support suite-related campaigns, gifting, events, and game-day duties.

Skills

Sales relationship building

Leadership

Communication

Time management

Client service

Education

Post-secondary degree

Tools

Salesforce

Ticketmaster ARCHTICS

Microsoft 365

Job description

Powered by Passion. United by Purpose. Build for Impact.

At Maple Leaf Sports & Entertainment Partnership (MLSE), we exist to deliver the ultimate fan experience by lifting trophies, spirits, and communities – united as one.

We’re more than a workplace. We are a team of passionate people, boldly building the future of sport and entertainment, together. We believe in the power of play, the strength of collaboration, and the energy that comes from showing up with purpose.

From the ice to the pitch, the hardwood to the digital arena, we’re proud to be the driving force behind the Toronto Maple Leafs (NHL), the Toronto Raptors (NBA), Toronto FC (MLS), Toronto Argonauts (CFL) and development teams with the Toronto Marlies (AHL), 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.

We bring these teams – and world-class entertainment – to life at our iconic venues, including Scotiabank Arena, BMO Field, Coca-Cola Coliseum, Ford Performance Centre, BMO Training Ground, and OVO Athletic Centre. Off the field, we serve up elevated dining at e11even, Real Sports, and our signature club spaces like Hot Stove Club, ScotiaClub, and Platinum Club.

Through MLSE Foundation and MLSE LaunchPad, we use the power of sport to help youth facing barriers reach their full potential. Since 2009, we’ve invested more than $45 million into Ontario communities – and we’re just getting started.

This is what it means to be One MLSE: a culture where everyone plays a role, everyone belongs, and everyone contributes to something bigger than themselves.

So, if you’re ready to play with purpose, grow with passion, and win as one, we’d love to have you on our team.

** We know that great candidates come from a variety of backgrounds and experiences. Even if you do not meet every qualification listed, we encourage you to apply. Your unique perspective, transferable skills, and lived experience may be exactly what we’re looking for. **

Job Description

As a member of our Premium Suites Team, 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

• Achieve or exceed account renewal targets during annual retention campaigns
• Develop in-person touchpoint strategies, tailored to your dedicated book of business and their club space experience
• Build internal relationships with MLSE stakeholders
• Achieve quarterly and annual touchpoint KPIs
• Provide best in class service through inbound and outbound engagement campaigns, completed through email, phone calls, and client meetings
• Support all other Premium Suites service initiatives and programs as the need arises including, but not limited to, Suiteholder gifting 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

REQUIREMENTS

• 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 first approach, incorporating integrity, confidentiality and discretion
• Available to work evenings, weekends and holidays as required

Please note this a 1-year contract with medical benefits and vacation.

Job Posting Compensation Range/Rate:

$65,000 - 70,000 annual base plus vacation and medical benefits

At MLSE, we are committed to building an equitable, diverse and inclusive organization. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. MLSE will provide reasonable accommodation for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and you need an accommodation due to a disability, please email [e-mail]. This email is only for accommodation requests. Resumes sent to this email address will not be considered.