Registration & Membership Manager

**Position Type**: Full-Time
**Position Location**: Hybrid Work From Home/Office Opportunity
**Position Available**: Immediate

**About Canucks Autism Network**

Canucks Autism Network (CAN) is a charitable organization dedicated to providing programs for individuals on the autism spectrum and their families, while promoting acceptance and inclusion through community engagement and training initiatives across BC. Our vision is for every individual on the autism spectrum to be understood, accepted, and supported in all community spaces.

We engage a workforce of over 200 volunteers and 450 frontline staff to deliver programs for children, youth, and adults on the spectrum in communities across British Columbia. CAN currently supports 7,675 members on the autism spectrum.

**The Opportunity**

The role of the Registration and Membership Manager is to develop and manage the membership and registration activities related to the many programs and services offered by Canucks Autism Network “CAN”. This position provides leadership and direction to the registration and membership team, ensuring CAN members are provided with excellent customer service. The Registration and Membership Manager provides leadership, in collaboration with other departments, to ensure that CAN meets the goals outlined in the strategic plan.

**Key Responsibilities**

**Membership Recruitment & Retention**
- Create and implement strategic initiatives that develop, strengthen, and maintain CAN membership network.
- Establish short and long-term membership benchmarks.
- Understand the different needs of members in children/family vs. youth/adult programs, and lead the development of promotion networks, intake strategy, navigation services and transition support, as outlined in CAN’s strategic plan
- Find creative ways of increasing contact, member satisfaction, and member retention such as implementing a membership benefit program, membership surveys and focus groups etc.
- Work closely with the Marketing and Community Events teams and CAN’s Regional Coordinators to ensure effective promotion of CAN programs and membership delivered across all regions.
- Actively learn from member feedback, comments, and suggestions, including complaints, to review and improve existing registration processes.
- Develop and recommend CAN membership policies and procedures.

**Registration System & Process**
- Coordinate with Programming & Events Teams to establish a detailed annual program registration timeline, confirming program and events offerings and define regular registration periods.
- Manage enrollment procedures based on current policy ensuring CAN, striving to fill spaces, accommodate as many individuals as possible, and minimizing waitlist.
- Work with internal departments to stay on top of changes in program and events details, updating the registration system and members as required.
- Manage and maintain registration system software, working closely with software providers and CAN staff to implement ongoing updates and upgrades required to meet business needs.
- Provide reports to internal departments on Program and Event registration statistics
- Process and reconcile program and membership fees, providing monthly reports to accounting

**Staff Management**
- Manage the Registration Coordinators, providing support and guidance and conducting regular performance appraisals.
- From time to time manage and train part-time or casual administrative staff as required to be able to meet the needs membership and administrative needs of CAN.
- Provide training and updates as needed to ensure registration and membership processes are clearly understood internally across departments.

**Job Requirements & Qualifications**
- Post-secondary education in Business Administration, Communication, Project Management or a related field
- Minimum 4 years’ experience in a professional office environment working in customer service/relations or administrative services role
- Non-profit experience, or experience working in the social service sector an asset but not necessary
- Excellent management and leadership skills
- Ability to work well in a collaborative environment
- Advanced skills in MS Office Suite particularly in Excel
- Excellent organizational, analytical, time management and planning skills
- Good financial skills/knowledge
- Excellent eye for detail and accuracy along with reasonable data entry skills
- Strong verbal and written communication skills
- Thrives in a fast-paced environment with a high volume of work in a changing environment
- Ability to prioritize and meet deadlines
- Strong judgment and problem-solving ability
- Must be able to present ideas and recommendations in a clear and concise manner
- Ability to identify process improvements and suggest innovative improvements
- Must be able to deal with conflict and differences between customers and colleagues
- Experience working with individuals on the spectrum or some knowledge of