Premium Retention and Service Manager

Lead premium retention and personalized service at MLSE, using relationship management and team leadership to strengthen Member loyalty. Support Maple Leafs and Raptors premium communities.

The Manager, Premium Retention & Service leads strategy and daily execution across premium products and spaces. You will oversee Platinum Club and ScotiaClub relationships while developing the Premium Retention team. The role combines hospitality, service, retention, and creative programming to evolve Member experiences.

Key Responsibilities:

• Lead, coach, and develop the Premium Retention team
• Build trusted relationships with premium Members
• Lead premium Membership retention and renewal strategies
• Oversee benefits, events, access, and ticketing programs
• Represent premium Member needs across internal teams

Requirements:

• Post-secondary education or three-plus years of relevant experience
• Experience serving premium, luxury, VIP, or high-value clientele
• Proven leadership, coaching, and team development experience
• Exceptional relationship-management and communication skills
• Microsoft 365 proficiency; flexibility for events and weekends

Bring premium hospitality, strategic retention, and people leadership to Maple Leafs and Raptors Member experiences at MLSE.