Maple Leaf Sports & Entertainment (MLSE) one of the world's premier sports and entertainment companies, owns the Toronto Maple Leafs (NHL), Toronto Raptors (NBA), Toronto FC (MLS), Toronto Argonauts (CFL), Toronto Marlies (AHL), Raptors 905 (NBA D-League), TFC II (USL) and Raptors Uprising Gaming Club, the Toronto Raptors Esports franchise in the NBA 2K League. Its charitable arm, MLSE Foundation, focuses on funding initiatives to support youth through sport and recreational programs. In 2017 MLSE Foundation, with support of community and corporate partners, built MLSE LaunchPad, a 42,000-sq. ft. space dedicated to programming that support its four Pillars: Healthy Body, Healthy Mind, Ready For School and Ready For Work.

MLSE also owns and operates Scotiabank Arena, Canada’s premier sports & entertainment venue hosting more than 200 events each year, as well as two digital channels (Leafs Nation Network and NBA TV Canada), and has a partnership with Live Nation (the biggest concert promoter in the world). MLSE has also invested in and operates five of Toronto's sports facilities – Coca-Cola Coliseum, BMO Field, BMO Training Grounds at Downsview Park, home of Toronto FC's Academy and the First Team's practice facility, the Toronto Raptors’ training facility and the MasterCard Centre for Hockey Excellence, the practice facility for the Maple Leafs and Marlies.

MLSE’s common purpose is to unite and empower employees to deliver extraordinary moments to our fans and each other.

Who We Are: 

We celebrate the diversity, individuality, and personality of our peers, striving to be the best in class, in every class. We believe in Respect, Resilience, Commitment, and Ambition. We work for, with, and around the people that inspire us to try, persist, and achieve more. 

Our work goes beyond games, seasons, trophies, and tours. Our success is measured by more than a scoreboard. Our team is stronger when we stand united. We create, we celebrate, we build, and we become better! 

What we choose to do next, means everything! It defines greatness, builds character, makes history, and brings the world to its feet. 

We are looking for an exceptional leader, creative thinker, and collaborator to join us as Manager, Retention & Membership with a primary focus on the Basketball vertical. You will apply your innovation, customer-centric mindset, and creative approach to collaboratively define and execute the strategic direction of a world-class Toronto Raptors and Raptors 905 Season Ticket member retention program. As a passionate people-first leader, you will coach and mentor a team of client service professionals, contribute to our team’s continued growth, and be part of our commitment to prioritize and promote equality, diversity, and inclusion as you mentor and guide a team. 

You have built leadership experience with an empathetic, creative, and strategic mindset, and are able to problem solve, anticipate challenges, and thrive in a fast-paced environment. Your leadership, passion and commitment to teamwork will contribute to drive successful business results and deliver exceptional experiences and engagement to our Members and teammates.

Be part of the action and the experience. You will:

• Lead. You will support our "Thriving and Engaged Organization" vision by leading your team to achieve both their personal goals and corporate objectives, delivering on annual retention targets across the Basketball vertical properties. You will train and guide the team's continuous development of retention principles and skills to drive new business and win back Members.
• Drive Change. By continuing to drive and evolve our Equity, Diverstiy and Inclusion practices for both Members and Team Mates.  Build inclusive leadership capabilities through anti-racism and unconscious bias training and enable all employees through awareness and education to create an inclusive workplace.
• Coach & Inspire. You will coach a team to deliver a best-in-class Retention and Membership program and live our purpose of 'Creating Exceptional Moments' for our Members and each other. You will review and evaluate the team’s performance on a continuing basis against weekly/monthly/annual operating and strategic goals, and coach individuals and the team to reach their full potential.
• Build partnerships. You will collaborate with:
  • Marketing to drive awareness of our Retention and Membership program; and execute business operational requirements (Retention Goals, Engagement, Gifting, Package design, Member benefits, etc.).
  • MLSE Digital Labs Team and the Global Partnerships department to create additional value for members through digital assets.
  • Internal departments (Food & Beverage, Ticket Admin, Marketing, Business Intelligence, Finance, Legal, GP, etc..) to ensure delivery of exceptional customer service and value to our membership base.
  • The business community to grow additional benefits and value for our members.
• Drive strategy. You will own the development of a member engagement strategy to drive us towards building emotional connections with our members across the Basketball vertical.
• Manage operations. You will manage annual operational budgets for the Basketball vertical and support in delivering Quarterly Business Reviews with internal Stakeholders as well as Front Office. You will own or collaborate on all aspects of the execution of the Basketball member engagement strategy, including events, communications, gifting, and renewal invoicing & operations.

Your player stats. You have:

• The customer retention and sales expertise. You have proven success meeting and exceeding growth targets through strategic and creative tactics, the development and implementation of new and innovative retention programs, and the ability to identify, attract, and expand opportunities and customer relationships.
• The leadership. You have a proven record of people development, coaching, and culture building, and bring a coaching and growth mindset to everything you do.
• The interpersonal skills. You are an extraordinary team player who thrives in a fast-paced, entrepreneurial environment where quality, innovation, and customer service are critical to organizational success.
• The communication skills. You have exceptional oral and written storytelling skills, including expertise in interpreting and presenting results to a wide range of audiences.
• The operational expertise. You have a history of responsible fiscal management of expenses, overseeing revenue and operating budgets, and financial planning. You can see the big picture and rapidly respond, proactively adjusting and aligning both day-to-day and long-term activities to meet shifting demands. 
• The blend of analytics, curiosity, and innovation. You can quickly understand existing processes, assess the gaps, and innovate to develop new strategies that capitalize on strengths and build on advantages. You are data-driven and can use metrics to reinforce your assumptions, support recommendations, and drive actions. You take a creative approach to problem-solving. 
• The tools. Experience with Salesforce and/or Archtics considered an asset.

Apply by: December 12th, 2021

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

Maple Leaf Sports & Entertainment Partnership 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 [email protected]. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.