Account Manager, Premium Club Retention

As a member of our Premium Membership Team you will be responsible for providing exceptional service while executing 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 & Toronto Raptors Tied ScotiaClub Members. Through value-creation emotional club-specific 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.

• Meet or exceed account renewal targets during annual retention campaigns
• Managing a Toronto Maple Leafs & Toronto Raptors Tied ScotiaClub segment of Member accounts execute retention strategies and create value through engagement experiences Member perks and club initiatives
• Develop in-person & virtual hosting and touchpoint strategies specifically targeting ScotiaClub Members and their club space experience
• Build internal relationships with MLSE stakeholders associated with operations in various Scotiabank Arena restaurants (Platinum Club ScotiaClub Hot Stove Club)
• Achieve quarterly and annual touchpoint KPIs as measured through our Premium Membership Team dashboard
• Provide best in class service through inbound and outbound engagement campaigns completed through email phone calls and face-to-face client meetings
• Support the Membership contact channels as occasional inbound support is required
• Establish an emotional connection between Toronto Maple Leafs & Toronto Raptors Members and their club space (ScotiaClub) 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 ScotiaClub 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
• 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 and pro-actively
• 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

Additional Information :

Apply by: June 5 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 difficulty using our online application system and you need an accommodation due to a disability please note this email is only for accommodation requests. Resumes sent to this email address will not be considered. 

Remote Work :

No

Employment Type :

Full-time