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Member Services Lead

At Maple Leaf Sports & Entertainment Partnership (MLSE), we are committed to creating an inclusive workplace that is representative of our community and where all employees feel they belong and can reach their full potential. We are Canada’s preeminent leader in delivering top quality sport and entertainment experiences and one of North America’s leading providers of exceptional fan experiences. We are the parent company of the National Hockey League’s Toronto Maple Leafs, the National Basketball Association’s Toronto Raptors, Major League Soccer’s Toronto FC, the Canadian Football League’s Toronto Argonauts and development teams with the Toronto Marlies (American Hockey League), 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.

MLSE owns and/or operates all the venues our teams play and train in, including Scotiabank Arena, BMO Field, Coca-Cola Coliseum, Ford Performance Centre, BMO Training Ground, and OVO Athletic Centre. We also provide fans in Toronto with incredible live music and entertainment events, as well as exceptional culinary experiences through our restaurants (e11even and RS) and clubs (Hot Stove Club, ScotiaClub and Platinum Club). Through MLSE Foundation, we have invested more than $45 million into Ontario communities since 2009 and with MLSE LaunchPad, we provide a place where youth facing barriers use sport to recognize and reach their potential.

We achieve all of this through our Common Purpose - to unite and empower our employees to create extraordinary moments for our fans and each other. Come be a part of the team.

Job Description

To fill the position of Member Service Lead (part of the Member Services Team), MLSE LaunchPad is seeking someone upbeat , dedicated and passionate about working in a community setting. The Member Services staff supports members (youth ages 6-29), parents, partners, staff, and guests and perform administrative duties. They work as a team, are kind, patient, flexible and have experience carrying out multiple responsibilities simultaneously.

Member Services staff operate under the guidance of the Coordinator, Administration and Member Services and are responsible for being the front-facing group within our space. They are the first group members, and guests interact with when coming in for programming or events. Member Services staff onboard new members and provide customer service to existing members. Member Services staff provide administrative support to the Partnerships and Engagement, Sport Programming and Research & Evaluation departments.


  • Provide a positive, welcoming first impression to members, staff, partners, parents, and guests.

  • Respond to telephone and email inquiries regarding MLSE LaunchPad membership status, programs, services, and initiatives.

  • Activate new member enrolments following new member onboarding processes such as creating a membership and emailing a welcome package.

  • Register members for programs using MLSE Scoreboard (member database system). Support with other program registration tasks.

  • Resolve operational and/or member issues using effective customer service and leadership skills.

  • Monitor and manage the flow of visitors in the facility-ensure all members, and guests sign in when they enter the facility.

  • Work as part of a team to ensure a safe, fun, and meaningful experience for members at MLSE LaunchPad.

  • Additional duties as required.


Note: Before reviewing the qualifications listed below, we want you to know that we understand you may not meet all the qualifications described and have other relevant expertise and experience. We invite you to please share this with us in the "Message to the Hiring Manager" section of our online application.

  • Desire to better our community and city by working with young people.

  • Ability to interact with diverse communities and community organizations with high energy.

  • Excellent organizational skills and acute attention to detail.

  • Front desk/administrative experience is considered an asset.

  • Ability to prioritize and perform multiple tasks simultaneously and work in a dynamic work environment.

  • Ability to communicate clearly and effectively to all stakeholders, verbally and in writing.

  • Solutions-oriented and able to make independent decisions.

  • Current CPR/AED and First Aid Certification an asset.

Extras that can support your application:

  • A brief cover letter (1-2 paragraphs) outlining your motivation and interest in the role

Additional Information

Apply by: May 25, 2023

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

At MLSE, we are committed to building an equitable, diverse and inclusive organization. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. MLSE will provide reasonable accommodation for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and you need an accommodation due to a disability, please email [email protected]. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.