Account Manager, Premium Club Retention

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.
• Provide best in class service through inbound and outbound engagement campaigns, completed through email, phone calls, and client meetings.
• 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

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.

• 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 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
• Available to work evenings, weekends and holidays as required

Additional Information

Apply by: September 18th, 2024

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 difficulty using our online application system and you need an accommodation due to a disability, please email accommodations@mlse.com. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.