Achieve Business Objectives

  • Leading the Premium Service team to achieve/exceed annual financial targets for all premium ticketing products including luxury suite leases, rentals & all premium clubs.

  • Providing ongoing support throughout the renewal period and entire year to optimize performance and results

  • Delivering exceptional customer service including building relationships and managing client escalations to provide value, establish trust and support customer retention.

  • Collaborating and liaise with internal groups (i.e. Fan Experience) and partners (i.e. F&B provider) to deliver world class experiences throughout the calendar year.

  • Establishing organizational policies and procedures in relation to premium sales, service and retention

  • May be required to work with the marketing department to understand and communicate marketing messages to existing customers, prospects, general public and staff.

Build, Lead & Develop a High Performing Team

  • Recruiting, hiring, onboarding, training and developing a diverse and growing premium service team.

  • Sales leadership and supporting various special events and programs as needed.

  • Motivating and inspiring your team to deliver business results while maintaining an inclusive, collaborative and fun culture aligned with the Blue Jays CLEAR values of Collaboration, Learning, Empowerment, Achievement, Respect.

  • Establishing structured programs that foster personal and professional growth including personalized development plans and a regular feedback cadence.

Process, Measurement & Reporting

  • Partnering with internal stakeholders and external vendors to drive continuous improvement of customer experience, department operations and profit generation.

  • Developing and implement transparent performance measurement tools focused on both quantitative results and behaviours.

  • Preparing financial updates, forecasts and projections to be used by the executive leadership team.

  • Preparing and execute departmental fiscal plans and budgets.

Strategic Direction & Programs

  • Developing short, medium and long-term retention strategies based on a combination of data and experience driven intuition.

  • Supporting the development of the Premium Sales and Service department vision and strategy.

  • Building premium customer communication plans

  • Providing input on the development of new premium products including pricing, positioning, value proposition, incentives, timing, service & retention strategies as part of a major stadium renovation to enhance the premium product mix.

  • Other projects and duties as assigned.


  • Minimum 5 years’ experience in premium sales and services

  • Experience in a similar role advising on the renovation and creation of new spaces for premium customers in a Major League Baseball (MLB) stadium

  • Experience designing, developing, and executing premium service and retention strategies for an MLB franchise

  • Proven success leading and motivating a high performing retention team to consistently achieve targets

  • Demonstrated success as a leader with a passion to build and lead a highly successful team while developing and maintaining a winning culture, including experience hiring, onboarding, and training

  • A Service mindset and passion for creating memorable experiences

  • Excellent verbal and written communication skills; able to interface with all levels of the organization and various types of customers including C-suite and administrators

  • Natural collaborator who works well cross-functionally and in a team environment

  • Excellent judgment and diplomacy in handling customer service issues

  • Ability to manage both client service and retention and the development of their staff

  • Proven success retaining premium customers in professional sports

  • Experience planning and managing both a revenue retention plan and operating budget while demonstrating fiscal responsibility

Not required, but beneficial:

  • Knowledge of Ticketmaster/Archtics is an asset

  • Familiarity with CRM platforms (Salesforce) is an asset