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Lead Member Experience Coordinator

3 months ago

Toronto, Ontario, Canada Juno Veterinary Full time
Our mission is to build the next generation of animal care for the modern world.

By leveraging technology and design, we are reimagining the animal care experience for pets, pet parents, and care providers from the ground up.

With the consumer and pet at the heart of everything we do, we seek to rebuild the way veterinary medicine is delivered and disrupt a traditional industry across every customer touchpoint and interaction.


We are looking for a Lead Member Experience Coordinator (MEC) to join our in-Clinic team and be a part of the clinic's 'founding team'.

This position would be most like a 'Host' or 'Veterinary Reception' in other clinic settings.

Reporting to the clinic's Practice Manager, this leadership role will be building their skill set to coach, develop and motivate the team of MECs in the clinic.

This role will also work closely with the other leaders in the clinic to ensure consistency in communication, feedback and the on-going support of the team in order to be able to offer the best care possible for our Members and in order to continue to elevate the team's job love.


The leader in this role will work with the Practice Manager to build and develop an exceptional team of MECs.

This position will also help you to fine tune your communication skills and is ideal for someone who thrives in a cross-functional team with continuous opportunities to grow your leadership skills.


In this role, we are looking for a leader and teacher who is passionate about pets and the people who love them, and someone who is excited about coaching and mentoring a team to help us bring our mission to life as we grow.


What You'll Do:

  • Help to lead, coach and teach a team of passionate MECs through ongoing development and communication
  • Lead by example by being both a student of leadership and a teacher of skills
  • Be the liaison between the 'front of house' and the medical care team
  • Communicate clearly with the Virtual Care team to ensure appointments and followup are clear and that all teams are on the same page for member appointments as well as tracking estimates
  • Manage quality of member communications and responses across all platforms and work closely with technology
  • Translate anecdotal customer feedback into Member Experience opportunities
  • Provide an exceptional experience to all members and potential members by being the first point of contact in clinic and ensuring members and their pets are welcomed and ready for their appointment
  • Support the Practice Manager to identify areas of improvement for the MEC team as well as celebrate successes each and every day
  • Remain open to feedback and be coachable in your relentless pursuit of being better in order to best support the team
  • Identify talent and be a point of contact for MEC recruitment and interviewing through to the onboarding process
  • Identify development and training opportunities for the MEC team, and work with the Practice Manager to build out development plans for the MEC team
  • Represent for the MEC team to ensure that they feel heard and their perspective is visible during leadership discussions
  • Collaborate with the MEC team to ensure regular cadence of communication and that all MECs understand and acknowledge updates relevant to the clinic team
  • Always representing a 'best in class' standard of care and service
  • Support the MEC team with opportunities for ongoing training
  • Be a leader of the Juno Brand Tenets in action to support the MEC team to have maximum job love
  • Step in and help coach conflict resolution among team members collaborating with People Operations as needed
  • Lead and participate in activities that support the wellbeing of the inclinic team to ensure the health and wellness of the team is always top of mind
  • Support the Practice Manager with inventory, supplies, snack and product supply ordering
  • Foster an environment of continuous learning, improvement and excellence

You Have:

  • 2+ years in customer service and/or member experience as a customerfacing representative
  • Previous leadership experience preferred
  • Prior experience within a veterinary clinic considered an asset
  • Strong communication skills both verbal and written
  • The ability to create a sense of belonging and elevate team morale

Our Promise To You:

  • Full benefits package including access to mental health support, continuing education, and mentorship opportunities
  • A collaborative team who has your back and will welcome you as part of the pack
  • Time for you and your loved ones: great PTO, paid parental leave, discounted Juno Vet services for pets
  • An opportunity to make a positive impact for those around you
We're looking for people who are not just team players, but also leaders. If you've made it this far, you're probably looking for something different than what's already out there. So were we — let's meet.

The role of Lead MEC at Juno may require evening and weekend work