Senior Manager - Greater Toronto Area, Canada - JRoss Retail Recruiters

Description

This energetic and progressive trade association is moving fast and looking forward. Their commitment to members and high-quality customer service are their top priorities. For more than 50 years, they have been the voice of industry marked by leadership in exceptional member benefit programs, government lobbying, public affairs, education, and training, and thought leadership. They are looking for a Senior Manager, Member Services to work out of 2 days a week out of their Toronto Head Office, reporting to the Vice President, Marketing and Member Services.

The purpose of the role is to expand the membership base of by attracting new members and increasing member engagement to increase member retention. This position will direct the membership recruitment and retention efforts and will be responsible for marketing and promoting membership. This role will increase awareness and participation of membership value including benefits, programs, committees, publications, and other services. If you are interested in joining a dynamic and growing non-profit organization, this job is for you. This is a hybrid role.

DESCRIPTION

Membership Retention and Engagement

• Implement membership strategies that support member renewal by:

1. Developing and managing the membership renewal strategy, including the deployment of a multi-channel communications process for collecting member renewal payments.
2. Developing and maintaining communications materials that support the renewal process in order to engage members and achieve the budgeted retention level.
3. Preparing weekly reports on member renewals to track the effectiveness of cycle, as well as identify any trends or risks in retention.
4. Managing monthly cancellations reports and processes to track and retain lapsed members.

• Create a member-focused culture and models relationship-building skills in all interactions.
• Foster a climate of innovation and resolves problems to ensure member satisfaction.
• Lead the implementation of member touchpoints including content development, and communication channel optimization.
• Promote membership enrollment in interactions with existing and potential members.
• Coordinate key member business reviews and timed outreach.
• Assist with developing, managing, promoting, and delivering Membership programs, to ensure the effective engagement and uptake by members, as outlined in the annual business plan.
• Develop and execute promotional strategies to achieve Member engagement, including establishing targets and KPIs for each program.
• Promote member participation in committees and seeks input from members to create new committees based on member interest.
• Manage execution of annual member satisfaction surveys including vendor management.
• Collaborate with all departments to ensure organizational priorities for member engagement are achieved.
• As a result of ongoing member relations, identify valuable information that can be distributed to all members (e.g., event content, meeting reports, industry information, etc.) via e-mail and members-only Web site.
• Work with the IT and Communications teams to support member communications channels, such as the membership section of the Web site, social media, publications, etc. to keep information current.

Data Management (20%)

• Oversee all membership data, tracking, and reporting, including but not limited to:

1. Accurate membership records
2. Membership trend analysis by region
3. Recruitment and retention reports
4. Current, new, and prospective member information
5. Membership renewal process
6. Policies and procedure development/maintenance regarding database management related to member profiles.

Member Recruitment (25%)

• Implement membership strategies that support the recruitment of new members.
• Develop monthly prospecting lists using 3rd party tools such as Sales Navigator.
• Oversee the development of recruitment materials based on member segments and industries.

Partner Management (10%)

• Manage 3rd party benefit partner programs including contract development, engagement, and evaluation.
• Actively develop joint marketing plans with partners to maximize exposure to current and prospective members.
• Seek ways to engage, promote, and recognize partners for their support of the Association.
• Actively seek new partners-based member needs and input.

Budget Planning and Metrics Management (10%)

• Participate in the planning of the annual budget; manages and implements the approved budget for membership.
• Manage membership department KPIs and develops monthly monitoring dashboard.

REQUIREMENTS

Education

• Post-secondary degree or diploma, preferably in Business Administration, Marketing, Communications, or other related discipline.

Knowledge/Skills/Experience

• 7-10 years of relevant work experience working in loyalty, retention, or Member Services.
• Previous experience in a member-based association or not-for-profit organization.
• Experience using analytics to interpret outcomes, identify campaign opportunities, and drive membership-marketing decisions.
• Proven track record in meeting and exceeding sales and/or retention targets.
• Exceptional interpersonal and customer service skills including the ability to build close client relationships.
• Must be capable of producing a high volume of quality work within tight timelines.
• Ability to work under pressure and handle multiple tasks.
• People management experience.
• Knowledge of CRM databases to manage a relational database.
• Experience with marketing (email) automation tools such as HUBSPOT or MailChimp.
• Ability to work independently on projects as well as collaboratively with team members.
• Strong customer service skills.
• Excellent strategic thinking with strong execution skills, creative thinking, and problem-solving ability.
• Excellent written and verbal communication skills.
• Demonstrated innovation and creativity in the form of continuous improvements to internal processes.
• Proficiency with Microsoft Office products including Word, Excel, Outlook, and PowerPoint.

Assets

• Bilingual (English and French)
• Working knowledge of Microsoft Dynamics CRM
• Understanding of the retail industry
• B2B industry experience

PERKS & BENEFITS

• Dental
• Extended Health
• RRSP Matching

Contact Liz Crompton at x6 or submit your resume in confidence below.