Director, Retention and Membership
Maple Leaf Sports & Entertainment
Toronto, Canada
1d ago

Job Description

We're looking for : A Director, Retention and Membership Service

Reporting to the Senior Director of Sales, we are looking for an exceptional leader, entrepreneur, and collaborator to join us as a Director, Retention and Membership Service.

You will apply your innovation, analytical mindset, and creative approach to define and execute the strategic direction resulting in a world-class Retention and Membership Service for our Toronto FC, Toronto Maple Leafs, Toronto Marlies, Toronto Raptors and Toronto 905 membership portfolios.

As a passionate people manager, you will mentor sales leaders and professionals.

What's in it for you

Career growth. This is a chance to join one of the world's largest professional sports and events organizations and step up to a Director position.

You will have the opportunity to apply and expand your expertise in sales operations and enablement, contribute to the team's growth, and be part of our commitment to prioritize and promote equality, diversity, and inclusion as you mentor and guide a team.

Strategic Impact and creative influence. This is an opportunity to join an organization rich in history, with a committed fan base, and an ambitious growth target to sell more tickets leveraging internal and external partnerships.

You will play a critical role leading the sales managers, implementing creative and engaging tactics, and building short and long term strategies,

Pride. As part of the MLSE team, you will play a critical role in creating access to the incomparable experience of in-person games.

No other company in Toronto can make you feel the way MLSE can. We have 5 championship rings from 5 different teams; and have hosted a massive celebration parade that filled the streets of Toronto, uniting millions of fans.

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 all Sports and Music vertical properties.

You will train and guide the team's continuous development of sales principles and skills to drive new business and win back Members.

Inspire a sales team. You will coach a team of Sales Managers to lead their Account Executives team, deliver a best-in-class Retention and Membership program, and live our purpose of 'Creating Exceptional Moments' for our Members and each other.

Build partnerships. You will collaborate with :

Marketing to drive awareness of our Retention and Membership program; and execute annual business operational requirements (Retention Goals, Engagement, Gifting, Package design, Member benefits, etc.).

Internal departments (F&B, Ticket Admin, Marketing, BI, Finance, Legal, GP, etc..) to ensure delivery of exceptional customer service and value to our membership base.

MLSE Digital Labs Team and the Global Partnerships department to create additional value for members through digital assets.

The business community to grow additional benefits and value for our members.

Manage operations. You will manage operational budgets and deliver Quarterly Business Reviews with internal Stakeholders as well as Front Office.


Your player stats. You have :

The sales expertise. You have proven success meeting and exceeding growth targets through strategic and creative tactics, the development and implementation of new and innovative sales programs, and the ability to identify, attract, and expand opportunities and customer relationships.

The leadership. You are a senior sales leader with a proven record of people development, coaching, and culture building.

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.

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