Assistant Manager, Fan Services

MLSE; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading sports and entertainment company in Toronto is seeking an Assistant Manager, Fan Services. This role involves leading event personnel, ensuring top-notch guest services, and collaborating with various departments to enhance fan experiences. Ideal candidates will have proven event management and leadership skills, along with proficiency in data analysis tools. Join a diverse team committed to creating extraordinary moments for fans.

Qualifications

• Proven event management experience.
• Previous leadership experience with effective mentorship skills.
• Proficiency in data analysis and summarization.

Responsibilities

• Lead front-line fan services staff and Event Supervisors.
• Support Fan Services Survey program and analyze data.
• Collaborate with HR for recruitment and training.

Skills

Leadership

Communication

Data Analysis

Tools

Microsoft Office

Power BI

Job description

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

As Assistant Manager, Fan Services, you will provide leadership to the Event Personnel (EVP) team within the Operations department, ensuring the delivery of championship guest services to our customers.

• Lead our front-line fan services staff and Event Supervisors team by example in management and development, using a “one team” approach; ensure departmental integrity and championship vision are intact
• Support the Fan Services Survey program, analyzing, interpreting, and summarizing data sets, trends, insights, and areas for improvement.
• Contribute to the development, implementation, and support of all front-of-house policies and procedures for our three event venues, Scotiabank Arena, BMO Field, and Coca-Cola Coliseum.
• Instill ongoing communication with other departments to ensure effective and outstanding service delivery, front and back of house.
• Collaborate closely with the HR Department to facilitate recruitment, orientation, and training of part-time event-based personnel, including part-time Event Supervisors.
• Provide ongoing mentorship, feedback, and discipline to event personnel and conduct part-time performance reviews.
• Ensure events are optimally staffed; schedule and handle event deployments for maximum service delivery and efficiency.
• Recognize employees for their championship contributions; participate with the Elevate Committee
• Ensure adequate staff facilities are provided and maintained.
• Maintain a detailed understanding of Event Staff Collective Bargaining Agreements in place; champion positive employer/employee relations.
• Assist in developing business plans, as well as handle the department's operating and capital budgets.
• Handle uniform matters including design review, inventory, and upkeep.

Qualifications

Note: Before reviewing the qualifications listed below, we want you to know that we understand you may not meet all the qualifications described and have other relevant expertise and experience. We invite you to please share this with us in the "Message to the Hiring Manager" section of our online application.

• Must be available to overnights, weekends, weekdays, and holiday shifts as the need arises.
• Proficiency in Microsoft Office Products, including Power BI, while analyzing and summarizing data sets is an asset.
• Proven event management experience.
• Previous experience in a leadership capacity with effective mentorship and management skills.
• Familiarity with Collective Bargaining Agreements.
• Excellent written, oral, and electronic communication skills.
• Both a team player and a team builder who can relate professionally to all levels.
• Ability to enhance and lead a positive and encouraging work environment.
• Shown to perform well under pressure, balance multiple priorities simultaneously.
• Ongoing awareness and responsiveness to client service.
• Flexibility to work evenings and weekends, as the need arises.
• A positive, friendly, outgoing, winning attitude, incorporating integrity, confidentiality, and discretion.

Additional Information

Apply by: May 20, 2025

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

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, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status or disability. MLSE will provide reasonable accommodation for qualified individuals with disabilities in the job application process. If you have diftficulty using our online application system and you need an accommodation due to a disability, please email [e-mail]. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.