Manager of Membership Services
5 months ago
**About DKI Canada**
DKI Canada is the leader in the Canadian property restoration industry with over 80 locations from coast to coast. DKI has pushed forward a green program focused on using environmentally sustainable cleaning products and mitigating risk in environmentally sustainable ways. DKI returns damaged property to its pre-loss condition quickly and efficiently.
**Position Title**: Membership Services Manager
**Location**: Flexible
**Role Summary**
DKI Canada is seeking a Membership Services Manager to join a purpose drive team committed to results in an inclusive and high performing culture.
The Membership Services Manager contributes to the overall success of DKI Canada ensuring Membership goals, plans, and initiatives are executed / delivered in support of the business strategies and objectives. The Membership Services Manager creates value for DKI Members by working collaboratively with corporate stakeholders and Member Owners and Managers to drive overall KPI/ financial performance, operating standards, and guidelines.
**PRIMARY JOB RESPONSIBILITIES**:
- Act as a key point of contact to Members providing additional in-depth insight and communication regarding DKI Canada initiatives and offerings.
- Communicate regularly and directly with existing Members on matters directly affecting their operations.
- Continually monitor and analyze member Key Performance Indicators (KPIs)
- Review and grade member Quarterly performance against documented organization standards (Gold Standard) as well as client expectations/KPI’s
- Develop business cases supported by research and analysis of customer SLA, KPIs, client scoring reports to recommend operational changes.
- Promote high performance through regular engagement, reporting and follow up as needed/directed.
- Work closely with all DKI Canada departments
- Attend, contribute or lead DKI meetings as required.
- Attend relevant industry events as required.
- **Gold Standard Processes and Practises**_
- Make recommendations for Best Practice policies.
- Provide Member coaching and implementation strategy for Gold Standard Processes
- Track trends based on member reviews, analyze and report trends quarterly.
- Utilize reporting tools to provide reports to clients as needed or directed or to members to support delivery of objectives and performance targets
- **Service Escalations**_
- Primary organizational contact to investigate and resolve customer escalations.
- Investigate specific details with both account director and Member.
- Identify and analyze the issues and work with the parties to reach satisfactory conclusion.
- Provide written confirmation upon resolution of the escalation.
- Record each escalation in the Service Log.
- Identify Trends leading to service escalations.
- **G. Skills/Requirements**_
- Strong self-starter that enjoys working in a fast-paced, competitive environment
- Exceptional communication skills: written, verbal and presentation
- "Roll-up-your-sleeves" entrepreneurial attitude
- High attention to detail and a focus on fact-based decision making
- 5+ years’ experience in the insurance or property restoration industry
**Competencies required to succeed**:
- Demonstrated ability to be proactive in identifying and implementing solutions
- Proven ability to multi-task in a fast paced and demanding environment
- Communication Skills - the ability to communicate effectively with both internal and external associates, written and oral techniques
- Problem Solving - the ability to look at situations and barriers to creatively provide solutions that meet the needs of all parties in the best collective manner possible
- Initiative - being proactive in identifying and implementing service solutions
- Teamwork - must genuinely intend to work cooperatively with others;
- Adaptability - embraces change and demonstrates a willingness to learn
- Ability to take simultaneous direction from multiple sources and manage conflicting priorities in an effective manner
**Salary**: $80,000.00-$90,000.00 per year
**Benefits**:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Work from home
Schedule:
- Monday to Friday
Work Location: Remote
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