Manager, Membership Services

2 months ago

Ottawa, Canada Canadian Bar Association Full time

**Position Summary**

Reporting to the Senior Director, Membership Engagement and strategy, the Manager of Membership Services is responsible for the management of the Membership processing team and its operations, and ensures timely membership processing, invoicing, and statistical/trend reporting.

These activities require relationship management and account development with law firms, individuals, and other clients representing the CBA’s key accounts.

This position will focus on continuous process improvement and best practices for membership processing.

**Location**

66 Slater Street, Suite 1200 Ottawa, ON

**Languages**

Bilingualism is required (English and French)

**Annual Salary**

$75,000 - $80,000 / year

**Responsibilities**

Key Functional areas include:
A) **Membership Processing/Administration and Service**
- Manage team of front-line Membership representatives who are tasked with the administration of billing, renewals and client servicing responsibilities for CBA and its branches
- Manage the administration of the membership renewal program (including processing and delivery of membership renewal invoices, reminders, welcome packages and onboarding program
- Manage the administration of the Group Membership (billing) program
- Champion exceptional client service in responding to inquiries and issues from members regarding their membership status, benefits and services, fee categories and payment of fees
- Responsible for maintaining and updating both financial and demographic information and ensuring data protocols are being adhered to
- Regular reviews of membership invoicing communication for accuracy and updating
- Seek opportunities to use technology or otherwise automate processes to continually improve on the efficiency and effectiveness of processing

B) **Database Management and Maintenance**
- As the central membership database expert, ensure Membership works collaboratively with Member Intelligence, Information Technology, Marketing and Communications to identify opportunities for knowledge-building, sales/predictive modeling, and general membership retention through analysis and use of data
- Act as the power user of the CBA’s membership database software (iMIS), and facilitate/initiate training and development programs for other team members and internal users (business units, Branches, etc.)
- In conjunction with IT set data collection protocols
- Act as the gatekeeper for linking the membership policies to the internal business rules for capturing the data in the membership database and ensure that those processes are documented
- Ensure the membership database can allow the CBA to deepen its knowledge and understanding of its members to better assess their needs and satisfaction levels
- Oversee the maintenance of records for all current CBA members/clients (individuals, firms, corporations, other) and for non-member lawyers practicing in Canada through access to Law Society records, legal directories, and other available sources
- Ensure best practices currently available in enterprise-wide membership database management are being followed and applied to the CBA’s activities
- Collaborate with the IT department and external consultants

C) **Membership Retention and Recruitment Processing**
- Ensure effective membership registration and renewal processes (print and online/automated) are in place to support membership retention and recruitment best practices
- Provide support to the Branches, particularly small and mid-sized branches to assist them to successfully fulfil their roles in membership retention and recruitment
- Liaise with marketing to ensure sufficient marketing collateral, campaigns and messaging is in place to support the membership renewal, retention and recruitment program
- Participate in meetings with the Membership Campaign team and others to report on membership analysis and key trends, issues, opportunities and risks

**Qualifications**

**Education**
- Post-secondary education or equivalent in commerce, finance, or a related discipline, or a combination of experience/training

**Experience**
- Minimum three years of iMIS experience is required
- Three to five years of experience in a customer service role
- Three years of experience working with a member/customer database, preferably working with iMIS
- Solid experience in implementing best practices in the context of a service center
- Solid experience in evaluating, troubleshooting, and following up on customer issues
- Experience working in a team, including leading tasks that relate to coaching, training, and reporting to management
- Experience in a not-for-profit environment would be an asset

**Skills and Abilities**
- Capacity to manage a team and to provide coaching, training, and ongoing operational guidance
- Highly analytical and must be member service oriented
- In-depth knowledge of Windows, Microsoft Office (Excel, Word, Access); Crystal Report, List Management software, and Web

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