Manager - Ticketing, Engagement & Secondary

MLSE (Maple Leaf Sports & Entertainment Partnership)•Toronto, ON

4d•CA$80,000 - CA$90,000

About The Position

Powered by Passion. United by Purpose. Build for Impact. At Maple Leaf Sports & Entertainment Partnership (MLSE), we exist to deliver the ultimate fan experience by lifting trophies, spirits, and communities – united as one. We're more than a workplace. We are a team of passionate people, boldly building the future of sport and entertainment, together. We believe in the power of play, the strength of collaboration, and the energy that comes from showing up with purpose. From the ice to the pitch, the hardwood to the digital arena, we’re proud to be the driving force behind the Toronto Maple Leafs (NHL), the Toronto Raptors (NBA), Toronto FC (MLS), Toronto Argonauts (CFL) and development teams with the Toronto Marlies (AHL), 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. We bring these teams – and world-class entertainment – to life at our iconic venues, including Scotiabank Arena, BMO Field, Coca-Cola Coliseum, Ford Performance Centre, BMO Training Ground, and OVO Athletic Centre. Off the field, we serve up elevated dining at e11even, Real Sports, and our signature club spaces like Hot Stove Club, ScotiaClub, and Platinum Club. Through MLSE Foundation and MLSE LaunchPad, we use the power of sport to help youth facing barriers reach their full potential. Since 2009, we’ve invested more than $45 million into Ontario communities -- and we’re just getting started. This is what it means to be One MLSE: a culture where everyone plays a role, everyone belongs, and everyone contributes to something bigger than themselves. So, if you're ready to play with purpose, grow with passion, and win as one, we’d love to have you on our team. We know that great candidates come from a variety of backgrounds and experiences. Even if you do not meet every qualification listed, we encourage you to apply. Your unique perspective, transferable skills, and lived experience may be exactly what we’re looking for.

Requirements

Bachelor's degree in Business, Sports Management, Marketing, Communications, Analytics, or a related field.
5+ years of experience in customer communication, ticketing, revenue management, sports/live business.
2+ years of leadership or people-management experience.
Experience developing and executing customer retention and engagement initiatives.
Strong analytical, financial, and problem-solving skills.
Experience working with CRM, ticketing, reporting, and project management platforms (e.g., Airtable)

Nice To Haves

Experience with Ticketmaster Archtics, TM1, Salesforce, Dynamics, or similar systems.
Knowledge of secondary ticketing marketplaces, ticket pricing strategies, and inventory management.
Experience within professional sports, live entertainment, hospitality, or membership-based organizations.
Familiarity with business intelligence and visualization tools such as Power BI or Tableau.

Responsibilities

Lead the execution of assigned campaigns across email and push channels, supporting Live, Sports, and Premium business lines.
Manage campaign intake, briefing, copywriting, quality assurance (QA), approvals, and deployment.
Translate requests into campaign development.
Champion process improvements and continuously optimize communication tools and workflows across Ticketing.
Ensure accuracy and consistency across all outputs.
Prioritize campaigns based on the needs of the business.
Partner with key business stakeholders to design and execute year-round lifecycle campaigns across all brands.
Maintain workflows and tracking systems.
Support Membership Central technology platforms and communication workflows.
Ensure adherence to SLAs and governance.
Analyze campaign performance and generate actionable insights.
Partner with Conversions Digital to interpret reporting and identify opportunities for optimization.
Collaborate with Business Intelligence and Ticketing Strategy teams to develop reporting frameworks, dashboards, and business cases.
Support test-and-learn initiatives.
Create segmented engagement strategies based on tenure, spend, behavior, and fan preferences.
Enhance the overall member journey through personalized experiences and communications.
Champion a fan-first culture across all member-facing interactions.
Monitor secondary market trends, pricing activity, and resale performance across MLSE's portfolio of teams and properties.
Support the development and execution of secondary ticketing strategies designed to maximize revenue, protect brand value, and enhance the fan purchasing experience.
Analyze resale marketplace data and provide recommendations related to pricing, inventory allocation, and member resale programs.
Collaborate with Ticketmaster, league partners, and internal stakeholders to identify opportunities for innovation and operational improvements within the resale ecosystem.
Develop reporting and insights that track secondary market performance, ticket velocity, average resale values, and member participation rates.
Lead, coach, and develop a team of Membership Account Executives and Coordinators.
Establish clear performance expectations and professional development plans.
Foster a culture of accountability, collaboration, and continuous improvement.
Support recruitment, onboarding, training, and succession planning initiatives.
Work to enhance the communication and engagement solutions for ticketing.
Support corporate projects that have ticketing communication requirements.
Oversee the ticketing communication budget.
Support the development and execution of the ticketing revenue plan.
Partner with Marketing, Fan Experience, Premium, Venue Operations, and Ticket Sales teams to deliver integrated member experiences.
Support major membership campaigns, playoff initiatives, premium product launches, and ticketing innovations.
Act as a key stakeholder in projects impacting membership growth, engagement, retention, and ticket marketplace performance.
Collaborate across teams to ensure alignment between fan experience objectives and revenue optimization strategies.
Other duties as assigned.