Erick Lopez

Team Leadership and Development:

• Lead and Manage Staff: Supervise and guide up to 100 staff members, both front of house and back of house, fostering a collaborative and high-performing environment.
• Recruitment and Training: Oversee recruitment, interview, train, and develop staff, ensuring alignment with department goals and standards. Conduct regular performance evaluations to identify areas for improvement.
• Point of Contact: Serve as the primary point of contact for all staff, addressing questions, resolving issues, and providing ongoing support to ensure smooth daily operations and event execution.

Sales and Customer Experience:

• Achieve Sales Goals: Consistently meet and exceed daily sales targets, including units per transaction (UPT), conversion rates, and traffic metrics.
• Enhance Customer Experience: Promote product knowledge and department goals through daily team huddles to maximize and enhance customer satisfaction and experience.
• Customer Satisfaction: Deliver exceptional service to a high volume of customers, ensuring a positive and engaging experience in a fast-paced sports and entertainment environment.
• Issue Resolution: Address and resolve customer issues promptly and professionally, ensuring satisfaction and retention. Leverage problem-solving skills to implement effective solutions and use customer feedback to identify and prevent recurring issues.

Data and Business Analysis:

• Retail and Event Analytics: Analyze sales trends, customer engagement, and operational metrics to uncover insights and drive performance improvements.
• Strategic Reporting: Create detailed reports and forecasts on the impact of major events and promotional activities, guiding strategic decisions and optimizing future merchandising and sales strategies.

Event Coordination and Management:

• Special Events and Activations: Collaborate with brands (e.g., Coca-Cola, OLG, Ford, Adidas, Nike) to coordinate and manage high-profile events such as in-store signings, concert tours, and other special occurrences (NHL All-Star, NBA All-Star, esports tournaments, and cross brand collaborations etc.)
• In-Store Launches and Promotions: Organize and coordinate in-store launches and promotional events for holidays and seasonal sales, managing all project elements within designated timeframes.

Daily Operations Management:

• Operational Oversight: Manage daily operations across front and back of house, ensuring efficient workflows, timely task completion, and adherence to company policies.
• Staff Scheduling: Efficiently manage staff schedules to ensure optimal coverage during peak times and special events, balancing operational needs with employee availability and labor cost management.
• Resource Allocation: Maintain and effectively control costs through economical utilization of personnel, materials, and equipment, optimizing operational efficiency.

Partner and Customer Relations:

• Cultivate and maintain strong relationships with key partners while cross-collaborating with internal departments to drive retail opportunities and enhance collaborative event activations.
• Build lasting connections with season seat holders, providing personalized service and support to ensure their satisfaction, loyalty, and continued engagement with our teams and brands.

• Ensure high levels of customer satisfaction through excellent sales service
• Assess customers’ needs and provide assistance and information on product features
• Actively seek out customers in store
• Build productive trust relationships with customers
• Team up with different departments to ensure proper customer service
• Act as an ambassador of the Toronto Maple leafs, Toronto Raptors and other MLSE teams by conducting myself in a manner that heightens the public’s view of all the MLSE organizations.