Manager, Premium Retention & Service# Careers## Manager, Premium Retention & ServiceApply: Toronto, Ontario: Full time: Posted Today: JR0000912Powered by Passion. United by Purpose. Build for Impact.At Maple Leaf Sports & Entertainment Partnership (MLSE), we exist to deliver the ultimate fan experience by lifting trophies, spirits, and communities – united as one.
We're more than a workplace. We are a team of passionate people, boldly building the future of sport and entertainment, together. We believe in the power of play, the strength of collaboration, and the energy that comes from showing up with purpose.
From the ice to the pitch, the hardwood to the digital arena, we’re proud to be the driving force behind the Toronto Maple Leafs (NHL), the Toronto Raptors (NBA), Toronto FC (MLS), Toronto Argonauts (CFL) and development teams with the Toronto Marlies (AHL), Raptors 905 (NBA G League), Toronto FC II (MLS NEXT Pro League) and Raptors Uprising Gaming Club, the Toronto Raptors Esports franchise in the NBA 2K League.
We bring these teams – and world-class entertainment – to life at our iconic venues, including Scotiabank Arena, BMO Field, Coca-Cola Coliseum, Ford Performance Centre, BMO Training Ground, and OVO Athletic Centre. Off the field, we serve up elevated dining at e11even, Real Sports, and our signature club spaces like Hot Stove Club, ScotiaClub, and Platinum Club.
Through MLSE Foundation and MLSE LaunchPad, we use the power of sport to help youth facing barriers reach their full potential. Since 2009, we’ve invested more than $45 million into Ontario communities -
- and we’re just getting started.
This is what it means to be One MLSE: a culture where everyone plays a role, everyone belongs, and everyone contributes to something bigger than themselves.
So, if you're ready to play with purpose,



grow with passion, and win as one, we’d love to have you on our team.*\*\
* We know that great candidates come from a variety of backgrounds and experiences. Even if you do not meet every qualification listed, we encourage you to apply. Your unique perspective, transferable skills, and lived experience may be exactly what we’re looking for. \*\**

Job Description
The 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 robust 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 whil

📌 Manager, Premium Retention (Toronto)
🏢 Maple Leaf Sports & Entertainment
📍 Toronto