Membership Relations Associate

3 weeks ago

Toronto, Canada Canadian Chiropractic Association Full time

The Canadian Chiropractic Association (CCA) is a national profession-based health care association representing 8000 chiropractors across Canada. The association works closely with the 10 provincial associations to promote the profession and build strong relationships with provincial and federal governments to ensure the growth and recognition of the profession in the healthcare system. The CCA’s vision is that every Canadian will have a chiropractor as part of their healthcare team. We are a dynamic, innovative association that strives to create new opportunities for our members, and we value diversity and work to ensure our workplace is equitable and inclusive.

Position Title**:Membership Relations Associate** (Bilingual)
- Associé aux relations avec les membres_

Reports To**:Director of Technology**

Position Overview:
The **Bilingual** **Membership Relations Associate** position is primarily responsible for ensuring highest level of day-to-day membership relations support in responding to member inquiries, assisting with annual membership renewal, database, online membership events as well as technology administration, reporting and project support. Reporting to the Director of Technology, the position liases and works closely with the membership experience team and contributes to the overall team objectives. In addition, the Associate is back-up coordinator and technical support for membership online events & programs.
- Le poste d’_**_a_**_ssocié aux relations avec les membres _**_consiste principalement à assurer un soutien optimal aux relations quotidiennes avec les membres, en répondant à leurs demandes et en les aidant pour ce qui concerne le renouvellement de leur adhésion annuelle, la base de données, les événements en ligne, la gestion de la technologie, les rapports et le soutien de projet. Relevant du directeur de la technologie, le titulaire du poste collabore étroitement avec l’équipe de l’expérience des membres, et l’aide à atteindre ses objectifs généraux. Il agit en outre à titre de coordinateur de remplacement et d’agent de soutien technique en ce qui a trait aux événements et programmes en ligne destinés aux membres._

Key Responsibilities:
**Membership Relations 60%**
- Build positive relationship with members
- Creation of member support processes
- Front line support to members on:

- Login assistance and general information
- Update member status changes
- Assist with navigation and engagement with membership programs, conferences and webinars
- Membership Renewal Process
- Advise members on auto-renewals
- Take payment via phone or cheque from members
- Assist in engagement in renewal campaigns
- Contribute ideas and engage in launches of all member programs
- Escalating membership issues and triaging appropriately
- Coverage of other membership experience teams for time offs, vacations and absences
- Other Duties as assigned

**Membership Database Management & Technology 30%**
- Assist Member Relations Manager on administration and maintenance of member database:

- Updating information on CCA member database
- Data cleanup and reconciliation with CCPA and provincial associations
- Mailing list of membership engagement programs
- Reporting on member programs
- Administration and Project support for the Director of Technology:

- Maintenance of SalesForce and member websites including updates, enhancements, reporting, dashboards, workflows, etc.
- Using Google Analytics to track and analyze performance on Chiropractium, the SCCA websites and apps.
- Monitors end-user usage of systems and performs daily administrative and user support tasks
- Generate reports required in order to collect, store and organize large datasets into meaningful information
- Investigating and analyzing report defects
- Assist with technology projects as required

**Membership Online Events & Programs Support 10%**
- Work with the Online Learning Specialist for French and other webinar offerings for members that may include planning, registration, tech support, back-up coordinating
- Track registration and auditing of registrations
- Providing technical support for online events
- Work with internal and external stakeholders on webinar planning, support and execution

Qualifications:

- **Bilingual English and French is required**:

- CRM / Database Management Software (e.g. Sales Force)
- Demonstrated knowledge of Microsoft Office Suite, Wordpress
- Working knowledge of Google Analytics
- Project administration and organizational skills (critical thinking, planning, tracking, reporting and evaluating)
- Strong project administration skills
- Demonstrated customer service skills
- Ability to execute work objectives individually and engaging a team to achieve results
- Strong written and communication skills

**Education**:

- Customer service and administrative training either from a post-secondary educational institution or equivalent experience.

**Experience**:

- 1-2 ye

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