Manager, Premium Retention & Service

MLSE (Maple Leaf Sports & Entertainment Partnership); Toronto; On-site; CAD 87,000 - 91,000; Full time

Benefits offered by this job

Bonus

Vacation

Benefits

Job summary

MLSE Partnership seeks a Manager, Premium Retention & Service to lead premium member experiences across Maple Leafs and Raptors spaces. You will drive retention strategies, elevate service quality, and partner with Sales, VIP experiences, and operations to deliver personalized, high-end experiences.

The role demands leadership, relationship-building with sophisticated premium clients, and a passion for hospitality. Evening/weekend event flexibility is expected.

Qualifications

• Post-secondary education or 3+ years of relevant experience building sales, service and retention relationships with premium, luxury, VIP or high-value clientele within sports, hospitality, entertainment, travel or a similarly service-driven environment.

Responsibilities

• Lead, coach and develop the Premium Retention team overseeing Platinum Club and ScotiaClub Members.
• Build and maintain trusted relationships with premium Members and understanding their needs.
• Lead the retention and renewal strategy across premium Memberships and club experiences.
• Collaborate with retention managers to develop and execute the Membership program.
• Champion the Member experience across premium spaces with Food & Beverage teams.
• Identify new service concepts to strengthen loyalty and differentiation.
• Partner with Premium Sales, VIP Experiences, Ticketing, and Venue Operations to deliver seamless experiences.
• Oversee execution of Member benefits, events, access, and experiences.
• Proactively identify opportunities and develop creative solutions for the Member experience.

Skills

Leadership

Relationship management

Communication

Hospitality

Strategic thinking

Education

Post-secondary education

Tools

Microsoft 365

Salesforce

Ticketmaster/Archtics

AI tools

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

The Manager, Premium Retention & Service is a key leadership role responsible for delivering an exceptional experience for some of our most valued premium Members. This role will lead the strategy and day-to-day execution of premium retention, relationship management and service across a sophisticated portfolio of premium products and spaces.

The ideal candidate brings a strong understanding of premium clientele and what differentiates a truly elevated experience. They are a relationship builder, people leader and creative thinker who is constantly looking for new ways to strengthen Member loyalty, enhance the premium experience and evolve how we serve our clients.

Responsibilities

• Lead, coach and develop the Maple Leafs and Raptors Premium Retention team who oversee and manage all Maple Leafs Platinum Club and Maple Leafs & Raptors ScotiaClub Members, creating a culture of accountability, collaboration and exceptional client service.
• Build and maintain trusted relationships with premium Members, understanding their individual needs, preferences and expectations.
• Lead the retention and renewal strategy across premium Memberships, licensed products and club experiences.
• Work collaboratively with the Maple Leafs and Raptors retention managers to develop and execute the Membership program
• Champion the Member experience across our premium spaces (Platinum Club and ScotiaClub) alongside the Premium Club Experience and Food & Beverage Teams.
• Bring fresh thinking to the premium business by identifying new service concepts, engagement opportunities and Member experiences that strengthen loyalty and differentiation.
• Partner closely with Premium Sales, Premium Club & VIP Experiences, Ticketing, Food & Beverage, Venue Operations, Marketing and other internal teams to deliver a seamless end-to-end experience.
• Oversee the execution of Member benefits, exclusive access, events, experiences, ticketing programs and concert access.
• Proactively identify opportunities, service gaps and emerging client needs, developing creative solutions that elevate the overall Member experience.
• Navigate complex client situations with confidence, discretion and sound judgment.
• Use Member feedback, insights and industry trends to continuously evolve our premium service model.
• Represent the voice of the premium Member internally and help shape the future of our premium experience.
  

Requirements

• Post‑secondary education or 3+ years of relevant experience building sales, service and retention relationships with premium, luxury, VIP or high‑value clientele within sports, hospitality, entertainment, travel or a similarly service‑driven environment.
• Proven leadership experience with the ability to coach, motivate and develop high‑performing teams while contributing to a positive, team‑first culture.
• A genuine passion for hospitality and creating memorable, highly personalized client experiences, with a strong focus on client satisfaction, loyalty and retention.
• Exceptional relationship‑management and communication skills, with the ability to listen, build credibility and engage effectively with sophisticated clients and senior stakeholders.
• A creative and innovative mindset, with the ability to develop programming, experiences and strategic initiatives that deepen client engagement and challenge traditional approaches.
• Strong business judgment with the ability to balance exceptional client experiences with operational and commercial priorities.
• Proactive, solutions‑oriented and comfortable taking ownership from idea through execution while managing multiple priorities in a fast‑paced, deadline‑driven environment.
• A polished, confident and professional presence, demonstrating integrity, discretion and sound judgment.
• Highly collaborative, adaptable and comfortable working across multiple teams and responding to changing business and client needs.
• Proficiency with Microsoft 365 (Word, Excel, Outlook and PowerPoint); experience with Salesforce, Ticketmaster/Archtics and AI tools is considered an asset.
• Flexibility to work evenings, weekends, holidays and events as required by the sports and entertainment calendar.

Please apply by: Thursday, November 5 at 11:59 pm.

Job Posting Compensation Range/Rate

$87,000 - 91,000 annual base

Bonus, vacation, competitive benefits, and many excitingperksare also included.

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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.