Member Services Coordinator

2 weeks ago

Kingston, Canada Downtown Kingston! B.I.A. Full time

DOWNTOWN KINGSTON BIA

**TITLE: Member Services Coordinator**

LAST EDITED: January 9, 2023
- ______________________________________

COMPANY CULTURE

We are a crew of 8-10 people who are passionate about the success of downtown Kingston. The office environment tends to be collaborative, friendly, and professional. We all enjoy the rush of super successful events, busy streets, and joyful members and visitors.

BIA's or Business Improvement Areas exist in cities and towns all over Canada. They are funded by members of the organization, which is made up of property and business owners that exist within the boundaries agreed upon by the municipality. BIA geographic areas are always centered around the hub - usually the downtown core - of the city or town.

Our purpose is to oversee the improvement, beautification, and maintenance of municipally-owned land, buildings, and structures beyond what is provided at the expense of the municipality generally; and to promote the area as a business or shopping area within its designated boundaries. We also plan and execute numerous events each year, designed to highlight the downtown area.

MISSION STATEMENT

To cultivate and enhance downtown Kingston’s position as the region’s leading culinary, entertainment and commercial destination, while attracting more people to experience and contribute to our vibrant downtown community.

GOAL STATEMENT/SUMMARY

Reporting to the Chief Operating Officer, the incumbent will work in a private sector environment. The Member Services Coordinator will serve as the membership’s main point of contact to the Downtown Kingston Business Improvement Area and will work to harness the power of an informed membership.

KEY RESPONSIBILITIES

Advise and advocate on behalf of members and their overall best interests. Effectively communicate with BIA businesses and property owners to harness the power of an informed membership;
- Responsible for planning, developing, and executing a variety of communications and marketing programs in support of BIA members and broader objectives that benefit the membership.
- Actively focus on the “Retention” component of the Strategic Plan; be a champion, catalyst and liaison for the downtown and its members
- Maintain and keep current the membership CRM (HubSpot)
- Undertake member projects or other projects that may be assigned from time to time.
- Research and advise on current trends. Assist in updating market research as it relates to data points and communicate to staff, Board, committees, membership, as appropriate;
- Serve as key staff member to the Member Services Advisory Working Group and be the primary staff member responsible for organizing the Annual General Meeting and other exclusive member events;
The Member Services Coordinator will be self-motivated, a team player, highly organized, and capable of balancing many projects and deadlines, while offering excellent customer service. Excellent problem-solving and communications skills will be used while coordinating the many member services functions of the BIA office. The Member Services Coordinator will be friendly, welcoming, resourceful and professional who is capable of working in a busy office environment.

The Member Services Coordinator is required to conduct some activities outside the office and outside regular working hours - primarily involving support for meetings, seminars, and special events during evenings and weekends.

COMPETENCIES AND SKILLS REQUIRED
- Post-secondary education - preferably in business administration or marketing
- A passion for downtown Kingston and a love of people
- Stellar organizational and interpersonal/communication skills - you demonstrate courtesy, tact, and have the empathy to deal with sensitive and confidential issues.
- HubSpot CRM Management (or Salesforce) experience is a must
- Experience and/or training in Microsoft Suite: Outlook, Teams, Word, Excel, and PowerPoint. Experience with Adobe Creative Suite considered an asset
- Experience and/or training in association management is an asset
- Must be a resident of the City of Kingston, preferably a downtown resident
- 2 to 5 years (or more) experience in a business-related environment

Salary range: $43,200 - $55,000 + benefits

LEVEL OF DIRECTION RECEIVED

Reports directly to the Chief Operating Officer and works collaboratively with the Executive Director and other members of the DK Team.

CONTACTS

Within the organization:

- All staff: communicate with and support all departments
- Chief Operating Officer: take direction on the execution of Member communications, develop strategies to support member businesses
- BIA Membership: provide excellent customer service and be primary point of contact for members

Outside the organization:

- Partner Organizations: coordinate, collaborate with various organizations/agencies for the benefit of Downtown Kingston (ex. City of Kingston, Leon’s Centre, Kingston Economic Development, Tourism Kingsto

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