Member Services Lead

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. **

Job Description

To fill the position of Member Service Lead (part of the Member Services Team), MLSE LaunchPad seeks someone energetic, dedicated, and passionate about working in a community setting with diverse populations. Member Services staff support members (youth ages 6-29), parents, partners, staff, and guests, and perform administrative duties. Member Services staff are leaders who work effectively as a team, are kind, patient, and flexible, have experience carrying out multiple responsibilities simultaneously, and have a passion for working with youth in a community setting. Member Services staff operate under the guidance of the Specialist, Member Engagement & Operations.

Member Services staff are the front-facing representatives of MLSE LaunchPad, serving as the first point of contact for members, guests, and partners. This role is essential in creating a welcoming, supportive, and efficient environment. In addition to onboarding new members, providing ongoing customer service, and connecting members to community services. Member Services staff now play a growing role in supporting the organization’s technology systems, data tracking, and member experience efforts. Member Services staff provide administrative support to the Partnerships and Engagement, Sport Programming, and Research & Evaluation departments.

Responsibilities

• Provide a positive, welcoming environment for members, staff, partners, parents, and guests.
• Respond to telephone and email inquiries regarding MLSE LaunchPad membership, programs, services, and initiatives.
• Activate new member enrolments and guide them through the onboarding process.
• Register members for programs using MLSE Scoreboard and support other registration-related tasks.
• Create digital schedules on MLSE Scoreboard and on webpages.
• Resolve operational and member issues using effective problem-solving and leadership skills.
• Monitor and manage the flow of visitors in and out of the facility, ensuring proper sign-in and sign-out procedures are followed.
• Collaborate with internal departments to ensure a safe, fun, and meaningful experience for all members.
• Additional duties as required. 

Expanded Areas of Focus

Data Support

• Develop proficiency in using internal dashboards, spreadsheets, website development, and digital tools to support program operations.
• Contribute to the improvement of member database system (Scoreboard); and internal dashboards like the program registration tracker, ensuring accurate and timely data entry.

Community Engagement & Outreach Support

• Serve as an ambassador for MLSE LaunchPad by participating in community events and collaborative spaces to share information about programs and services.
• Organize and share ticketing opportunities with members and families for various internal and external events.
• Act as an official tour guide for visitors, parents, and community partners, offering insights into the facility and its impact.

Information Sharing & Education

• Support quarterly focus groups for families and new members to answer questions and improve processes regarding registration, programming, and memberships.
• Help create a consistent and informative customer experience by proactively addressing common questions and concerns.

Experience & Requirements

• Passion for community development and working with youth.
• Strong interpersonal skills and the ability to engage with diverse communities.
• Excellent organizational skills and attention to detail.
• Effective problem-solving skills.
• Ability to manage multiple tasks in a dynamic environment.
• Clear and effective communication skills, both verbal and written.
• Solutions-oriented mindset with the ability to make independent decisions.
• Comfort with technology and a willingness to learn new systems and tools.
• Creative mindset with the ability to design engaging digital schedules, signage, and materials.
• CPR/AED and First Aid Certification is an asset.

Job Posting Compensation Range/Rate:

$19.23