Membership Manager

2 weeks ago

Kanata, Canada The Royal Canadian Legion Full time

**NATIONAL MEMBER SERVICES MANAGER**

The Royal Canadian Legion National Headquarters, located in Kanata ON, is seeking a dynamic individual to manage our national membership operations through the next phase of our business transformation and modernization strategy.

The Member Services Manager will work directly with the Director of Corporate Services to manage day-to-day operations, including 7 staff members servicing 1350 local Legion Branches and 250,000 Legion members. This position requires on-site work 5 days a week.
- 8-10 yrs. leadership/management experience in B2C business environment
- B2C renewal/retention/acquisition experience in revenue driven organization
- Proven experience managing customer service experience in high transactional business servicing over 60,000 annual inquiries.
- Inbound Contact Centre experience
- Centralized business operations experience operating within strict procedures and deadlines servicing multiple stakeholders.
- Online Portal support/training experience in continuous business environment
- Membership/subscription-based process fulfillment experience including understanding of best practices in operating complete multi-layered customer service experience.
- Experience with a B2C CRM
- Experience in developing and servicing B2B partnership relationships with objective of increasing revenues and membership base.
- Experienced in data collection and analytics.
- Budgeting/forecasting experience in P&L operations
- Familiarity with Canadian Publications paid circulation auditing requirements.
- Exceptional personnel leadership qualities including team building and strategic consensus building experience.
- Superior communication and presentation skills
- University Degree - bilingualism an asset

This position offers the opportunity to join one of Canada’s most respected organizations and an exciting progressive team who are modernizing the customer experience within our National Member Services Department. Excellent remuneration and benefits package including a defined benefit Pension Plan.

The Royal Canadian Legion is Canada’s largest Veteran support and community service organization with 250,000 members and 1,350 local Branches in Canada including the U.S. and Europe.

**GESTIONNAIRE NATIONAL DES SERVICES AUX MEMBRES**

Le Siège national de la Légion royale canadienne, situé à Kanata (Ontario), est à la recherche d’une personne dynamique pour gérer nos opérations nationales en matière d’adhésion au cours de la prochaine phase de notre stratégie de transformation et de modernisation.

Le gestionnaire ou la gestionnaire des Services aux membres travaillera directement avec le directeur des Services organisationnels pour gérer les activités quotidiennes, y compris 7 membres du personnel au service de 1 350 filiales locales de la Légion et de 250 000 membres de la Légion. Ce poste exige de travailler dans les locaux de la Légion 5 jours par semaine.

La personne idéale doit posséder:

- 8 à 10 ans d’expérience en matière de leadership ou de gestion dans un environnement de vente aux consommateurs par une entreprise (B2C)
- Expérience en B2C en matière de renouvellement, de fidélisation et d’acquisition au sein d’une organisation axée sur les revenus
- Une solide expérience dans la gestion du service à la clientèle au sein d’une entreprise à forte activité transactionnelle qui traite plus de 60 000 demandes par année
- Expérience en centre d’appels entrants
- Expérience en matière d’opérations commerciales centralisées, dans le respect de procédures et d’échéances strictes, au service de multiples parties prenantes
- Expérience en matière d’assistance et de formation sur un portail en ligne dans un environnement professionnel
- Expérience des processus de traitement des adhésions/abonnements, y compris la compréhension des meilleures pratiques dans l’exploitation d’une expérience de service à la clientèle à plusieurs niveaux
- Expérience avec un outil de gestion de la relation client (GRC) B2C
- Expérience dans le développement et l’entretien de relations de partenariat de commerce interentreprises (B2B) dans le but d’augmenter les revenus et le nombre de membres
- Expérience en matière de collecte et d’analyse de données
- Expérience en budgétisation et en prévisions financières dans les opérations de compte de résultat
- Connaissance des exigences en matière d’audit des diffusions payées pour les publications canadiennes
- Qualités exceptionnelles de leadership du personnel, y compris de l’expérience en consolidation d’équipe et en création de consensus stratégique
- Compétences supérieures en communication et en présentation
- Diplôme universitaire — le bilinguisme est un atout

Ce poste offre la possibilité de se joindre à l’une des organisations les plus respectées du Canada et à une équipe progressiste passionnée qui modernise l’exp

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