Director, Premium Service, Hospitality and Retention - Toronto Blue Jays

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 Director, Premium Hospitality & Retention will build, train, and lead the Premium Service team for the Toronto Blue Jays.

 

Reporting to the Sr. Director, Premium Sales and Service, the Director will be a proven retention expert and leader, capable of developing sophisticated retention strategies and motivating their team of professionals to achieve fiscal targets and deliver world-class experiences.

 

The Director will foster a culture focused on proactive effort to deliver memorable experiences and drive meaningful increases in revenue and attendance, while maintaining alignment with the Blue Jays CLEAR values (Collaborative, Learning, Empowerment, Achievement, Respect). A key member of the Ticketing Sales and Service leadership team, the Director will be required to provide strategic leadership for business and staff initiatives.

 

RESPONSIBILITIES

 

Achieve Business Objectives

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

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

  • Deliver exceptional customer service 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.

 

Build, Lead & Develop a High Performing Team

 

  • Recruit, hire, onboard, train and develop a diverse and growing premium service team.

  • Sales leadership and support of various special events and programs as needed.

  • Motivate and inspire 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.

  • Establish structured programs that foster personal and professional growth including

  • personalized development plans and a regular feedback cadence.

 

Process, Measurement & Reporting

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

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

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

  • Prepare and execute departmental fiscal plans and budgets

 

Strategic Direction & Programs

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

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

  • Build premium customer benefit programs and communication plans

  • Provide 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

 

QUALIFICATIONS

  •  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/maintain a winning culture

  • 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/retention and the development of their staff

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

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 WE OFFER TO YOU

 

  • Commitment from our team - we want you to succeed!

  • Ongoing, hands-on training to help you develop your skills

  • Excellent employee discount to use towards Jays gear

  • A unique employment experience working for the only MLB team in Canada

 

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! For any questions, please visit the Rogers FAQ.


Schedule: Full time

Shift: Variable

Length of Contract: Not Applicable (Regular Position)

Work Location: 1 Blue Jays Way (210), Toronto, ON

Travel Requirements: Up to 10%

Posting Category/Function: Sales & Account Management

Requisition ID: 272686

 

Posting Notes:  Rogers Sports & Media

 

 

 

Location: 

Toronto, ON, CA

Being a Rogers team member comes with some great perks & benefits including:

· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs

*available for full-time and part-time permanent employees, some restrictions apply

Looking for career guidance and inspiration?

Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.


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