Job DescriptionThe 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 exciting perks are also included.
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