Overview

The Manager, Premium Service is responsible for providing exceptional service to existing Suite & Premium Members at TD Coliseum. The Premium Service manager will provide assistance while maintaining constant contact with their premium members while also generating incremental revenue. The ideal candidate is an experienced premium sales/service professional who leads by example, possesses the ability to establish solid business relationships, maintains a professional attitude, has experience delivering high customer retention rates and maximizes opportunities to increase revenue potential. The Premium Service Manager will assist the Director, Premium Service with the creation, implementation and execution of various service initiatives. 

This role pays an annual salary of $65,000-$80,000 CAD and is bonus eligible

Benefits for Full-Time roles: Health, Dental and Vision Insurance, Pension matching, and Paid Time Off (vacation days, sick days, and 11 holidays)

This position will remain open until December 26, 2025.

Responsibilities

• Manage and enhance relationships with new and existing Premium members to create experiences for clients and share best practices related to specific goals and initiatives.
• Meet or exceed renewal targets for your book of business during retention campaigns.
• Create and implement unique service strategies and programs as a means of increasing retention rates and new business opportunities.
• Generate a touchpoint strategy for assigned clients, “face-to-face” or virtual meetings to enhance the level of customer care.
• Fulfill member requests and questions via phone, email, face-to-face, and virtual interaction.
• Manage member agreements and corresponding invoices, including providing updates to contracts, account information and invoices as needed.
• Serve as the primary point of contact for assigned clients and liaison for the premium department.
• Assist with event day operations, customer relocations and escalations 
• Coordinate with various stakeholders in ticketing, F&B, operations, partnerships, and marketing to deliver premium experiences
• Collaborate with sales executives to generate new sales leads.
• Perform all necessary informational email communications with premium members.
• Collaborate with industry leaders on best practices within the area of premium service.
• Positively contribute to the sales and service culture by developing mutually beneficial working relationships with all TD Coliseum colleagues across various departments within the organizations.
• Participate and contribute to daily and/or weekly team meetings and training sessions.

Qualifications

• Bachelor’s degree in Sports Management, Hospitality, or other related field preferred or a combination of related education and work experience.
• 3-5 years of professional sales and service experience, preferably in the sports & entertainment industry.
• High level of demonstrated professionalism, integrity, and ability to maintain sensitive information and appropriate decorum.
• Demonstrated quick learner with ability to handle multiple projects and meet deadlines.
• Team player with a positive attitude, professionalism, resourcefulness, integrity, motivation, and a strong work ethic.
• Detail oriented, diplomatic, empathetic, with exceptional customer service skills.
• Strong knowledge of sales strategies and service principles.
• Proficient in Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint and Calendar.
• Ability to work independently and within a team environment. 
• Ability to work flexible hours including evenings, weekends, and holidays.