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Come play a key role in building the future of Sports & Media! Everyone wants to be part of a transformational team – and that’s exactly what we’re building at Rogers Sports & Media. A team that innovates and a team that wins.

At Rogers Sports & Media we are committed to creating and growing teams that are digital-first, fast-moving and bold-thinking and are focused on delivering impact with everything they do. Our impressive collection of assets includes media properties, sports teams, sports events & production, venues, e-commerce platforms and a close connection with our Connected Home and Wireless team. Collectively, we touch 30 million of Canadians every month!

Are you up for the challenge and the fun? If so, consider the following opportunity!

Take your career to the #NextLevel with the Toronto Blue Jays

Are you interested in joining out Premium Sales & Service team? This is your chance!

The Toronto Blue Jays are looking for a Manager, Premium Service

Reporting to the Director, Premium Service, Hospitality & Retention, the Manager, Premium Service, Hospitality & Retention is responsible for the Premium Club portfolio at Rogers Centre. Candidates must be proven service & retention experts, capable of supporting the development and leading the execution of service and retention strategies.

Leading a team of service professionals, the successful candidate will be responsible for executing & supporting departmental vision, implementing strategic benefit programs & leading renewal campaigns.

As a leader, the Manager will be responsible for promoting salesforce adoption, process development and coaching/developing their people while maintaining alignment with the Blue Jays CLEAR values (Collaborative, Learning, Empowerment, Achievement, Respect). The successful candidate must be a proactive, goal-oriented individual with strong project management skills and a natural ability to foster a collaborative, objective driven culture.

RESPONSIBILITIES

  • Drive a proactive and collaborative culture with a focus on maintaining high retention rates and delivering growth for the entire TBJ Ticketing Department

  • Develop and execute a business plan focused on renewals for Rogers Centre Premium Club spaces with clear, measurable KPIs for both results and behaviours

  • Coach and empower your team of service professionals to achieve team and individual objectives

  • Motivate and inspire your team to deliver business results while maintaining an inclusive, collaborative and fun culture aligned with the Blue Jays CLEAR values

  • Develop or source consistent service, retention & leadership training to support personal and professional growth objectives for your team

  • Work collaboratively with the other Ticketing groups (including sales & operations) to support achievement of our departmental objectives

  • Deliver a best-in-class service experience to Premium Members including building relationships and managing client escalations to provide value, establish trust and support customer retention

  • Collaborate 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.

  • Liaise with HR & other internal stakeholders to manage the hiring process as necessary

  • Liaise with internal and external partners on projects involving premium spaces at Rogers Centre

  • Help manage departmental financial, budget and reporting practices

  • Mentor your people through personal and professional development goals

  • Develop innovative service/retention programs that align with our department objectives

  • Liaise and develop strong working relationships with all TBJ departments

  • Other projects as assigned

QUALIFICATIONS

  • A minimum of 4 years demonstrated success in customer retention and proven success in a leadership capacity

  • 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

  • A values-based approach and keen interest in developing the careers of others

  • Excellent judgment and diplomacy in handling customer service issues

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

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

  • Organized, self-motivated and a creative problem solver

Not required, but beneficial:

  • Knowledge of Ticketmaster/Archtics

  • Familiarity with CRM platforms (Salesforce)

  • Deep connections within the premium entertainment space and multiple Canadian business sectors.

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us!

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