Manager, Membership

5 months ago

Ottawa, Canada @Hive Full time

As Manager of Membership & Community, you will be responsible for several different functions including, but not limited to the below:
**Member Relations & Community Building**
- Act as the key liaison between our organization and our members and member services.
- Develop and implement strategies to attract, engage, and recruit new members; to increase free to paid member conversions, and to retain existing members.
- Develop member satisfaction program and ensure member satisfaction, measure, and evaluate satisfaction, retention, loyalty, etc.
- Create avenues for members to share their expertise and experiences.
- Develop rapport with local community businesses.
- Solicit feedback from members to understand their needs, preferences, and areas for improvement and use member feedback to enhance services and tailor offerings to the evolving needs of the members community.
- Coordinate with vendors for giveaways or member perks.
- Communicate regularly with members through newsletters, announcements, and other channels to keep them informed about upcoming programs and events.
- Implement referral programs to encourage current members to bring in new members.
- Offer general support for prospective and current members navigating any of our members-only online resources/platforms and troubleshoot any basic technical issues (building out the Q&A pages where possible (escalate if needed).
- Develop and manage member spotlights onsite and online.

**Event Planning**
- Develop and maintain a comprehensive events calendar, ensuring a diverse range of activities that cater to the interests of different members and promote the calendar to members through various channels.
- Organize member events, and coordinate resourcing requirements (staff and volunteers needed) and logístical details for onsite, online or hybrid, and collaborate with the team, members and/or stakeholders to understand their requirements and expectations to support the event (pre-, during, and post-) and to ensure that all aspects of the event run smoothly and according to plan.
- Organize special events or activities to attract prospective members.
- Plan events to express appreciation to members, such as member anniversaries, milestone celebrations, or recognition ceremonies.
- Help to create agendas, schedules, and presentation materials for programs and events.
- Help to develop sponsorship and partnership packages for programs and events; help to secure sponsors and partners, and maintain relationships with sponsors and partners, ensuring their needs are met.
- Collect and analyze attendee feedback for continuous improvement.
- Lead a team of event staff and volunteers, delegating tasks and responsibilities.
- Collaborate across teams to ensure cross-functional support for programs and events.

**Membership Coordination**
- Collect data, track membership statistics, and prepare reports for management.
- Coordinate with the accounting/finance to track membership revenue.
- Handle all questions, information requests, and complaints regarding membership as well as inquiries from prospective members.
- Address and resolve issues or conflicts that may arise among members and serve as a point of contact for member concerns and facilitating communication between members and management.
- Oversee and manage member customer service process, including Premium concierge service & all member services and assist members with payment-related inquiries and resolve any billing issues.
- Support colleagues as needed, including reception/front desk when office admin is away/unavailable.

**Member Orientation & Onboarding**
- Prepare all orientation and onboarding material for each membership tier.
- Welcome new members and guide them through the onboarding process and ensure that new members are familiar with the facilities, available onsite and online resources and platforms, and any community guidelines or initiatives.
- Offer support to members in using our space, amenities, services, tools, resources, and online platforms effectively and troubleshoot any issues.
- Conduct in-person and virtual tours of our space and coordinate orientation sessions and tours for new members.

**What we are looking for**:

- Being comfortable working under pressure with tight and/or competing deadlines.
- Ability to work well and effectively communicate with our internal staff and external clients, sponsors, etc.
- Possess qualities that align with our core values such as empathy, respect and integrity.
- Ability to work on-site or remote (our headquarters is located in Ottawa).
- Be passionate about the field, with a focus on ongoing learning and growth.
- Possess post-secondary education in Business or other associated field.

**Job Types**: Full-time, Permanent

Pay: From $50,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Mon

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