Manager, Member Experience and Programs

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**:Manager, Member Experience and Programs**

Reports To**:Director of Member Experience**

Position Overview:
The **Manager, Member Experience and Programs **(MEP) reports to the Director of Member Experience. Under their direction, the MEP manages the CCA & SCCA membership programs and services offered and provides strategic advice and implementation support to the Director of Member Experience on all membership related activities. This position is integral to the organization as new projects are implemented to strengthen the value proposition of the association and achieve a high level of engagement across the membership. It requires creativity, a strong project management skill set, and the ability to work collaboratively with other teams to achieve strong results on various initiatives that support the organization’s overall strategic priorities.

Key Responsibilities:
**Build the value proposition of CCA & SCCA membership through the management and delivery of high-quality programs and services, including the CCA & SCCA Plus preferred partnership program**:

- Working with the Director of Member Experience, lead the member programs and services portfolio for both CCA & SCCA, ensuring the organizational purpose statement and strategic objectives are supported through project exploration, development, and execution.
- Strategize opportunities to increase member engagement across all platforms.
- In collaboration with the Director of Member Experience and MARCOM team, support the development, review, and approval of all member communications.
- Act as the primary contact for all current and potential member benefit partnerships.
- Document monthly program and service analytics and respond to partner billing inquiries.
- Ensure timely and relevant promotions are distributed to CCA & SCCA members and all contract obligations are fulfilled.
- Liaise with the MARCOM team to promote current and new partnerships, member benefits, and program/service offerings.
- Help source new partnerships and endorsements to positively impact the brand of chiropractic amongst the public while also boosting member retention and attraction.
- Provide leadership within the team towards the implementation of strategies to address the needs of the CCA’s early in practice membership segment (0-7 years).
- Contribute to the growth of SCCA membership and help students seamlessly integrate into the profession through the Canadian partnership of associations.
- Provide input on the CCA annual membership renewal, attraction, and retention plans.
- Proactively identify potential areas for improvement or issues and triage to the Director of Member Experience as required.

**Actively build connections with CCA & SCCA members through all available channels, notably digital, while creating streamlined processes and identifying areas of potential enhancement**:

- Collaborate with internal and external partners to understand target audiences, goals, non-dues revenue generation targets, etc. for new CCA & SCCA programs and services.
- Regularly audit and develop content the CCA & SCCA member portals to create ongoing digital engagement with members.
- Ensure key CCA and SCCA directives are integrated into the member portals to drive usage and achieve key performance indicators.
- Manage SCCA social media channels, including content creation, image sourcing, approval requests, scheduling through Hootsuite, and analytics reporting.
- Work closely with the CCA Online Learning Specialist on planning, developing, executing, and evaluating online learning offerings for SCCA members.
- Track and analyze SCCA online learning offering engagement (live and on-demand) to identify areas of opportunity for enhancement.
- Provide technical support for live SCCA online learning offerings and provide back-up for live CCA offerings as required.

**Manage the planning, execution, and evaluation of various CCA & SCCA member events through full-cycle project planning**:

- CCA National Convention & Tradeshow (NCT), an in-person/hybrid conference held biennially. Tasks related to NCT may include, but are not limited to:
- Develop and lead the CCA Awards Program.
- Assist with the coordination of registration and member engagement activities related to NCT as well as other membership

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