Specialist, Member Relations
When doctors, engineers, real estate brokers, or physiotherapists need help, they turn to their professional associations for the expertise and resources they need to solve their challenges. But who do those associations turn to when they need a hand?
Incorporated in 1962, CSAE serves as the highest-level resource for Canadian associations, providing education, strategies and leadership for the ongoing challenges facing professional and trade groups. If you can name a profession or an industry, odds are, there is an association for it.
Whether we are helping an organization improve membership engagement and governance, or providing networking opportunities and practical tools, organizations turn to CSAE when they are looking for ways to improve their practices.
A big part of CSAE’s mandate involves organizing events and disseminating resources. Now, we are looking to fill a role with someone who will elevate member engagement and service delivery.
About the Position
As CSAE’s Specialist, Member Relations, you often will be the first voice or face that our members interact with. As a strong people person with outstanding client service skills, you help our members feel welcome and supported, and find solutions to the issues they face. You are a natural organizer and can juggle many priorities while being extremely organized.
This is a 13-month fixed-term contract for maternity leave coverage, beginning April 22, 2024. Salary range is $52,500 to $58,000, based on experience.
Here are some of the things you will be working on:
Member services
- Process new membership applications and ensure all information is accurate and first touchpoint is positive
- Coordinate dues billing, prepare regular renewal notices/e-mails, distribute them on a timely basis and follow up regarding collections
- Respond to and triage e-mails/calls from members and prospective members through email, telephone and other channels; ensure all member enquiries and issues are resolved in a timely manner (within CSAE’s standards)
- Log enquiries; develop FAQs and information to proactively address member questions/needs for information
- Process prospect profiles and engage with them to become members
- Find new creative ways to further engage our existing and prospective members
Data management
- Monitor and maintain accurate records in the database
- Pull lists for various team needs
- Support the Manager, Database Marketing with managing and designing the reporting environment, including data sources, security, and metadata; help develop reports and analysis
- Use automated tools to extract data from primary and secondary sources
Member communications and outreach
- Coordinate new member orientation program, and make recommendations on how to further improve the member experience
- Member outreach and engagement through telephone calls, emails and other channels
- Review and update membership materials as needed
- Keep membership web pages up to date with relevant content
- Contribute to planning and coordinating member relations activities, such as Mentorship Program, Referral Program, Virtual and in-person event support in collaboration with other members of the team
- Maintain up-to-date membership collateral
- Work in collaboration with Manager, Database Marketing on targeted recruitment and retention efforts
- Support membership committees as needed
- Support Marketing and Communications initiatives as needed
Qualifications
- Post-secondary degree or diploma, preferably in business, marketing, administration or similar
- 3+ years’ experience in a customer-focused/client service role
- Bilingualism (French/English) is required
- Data entry experience and familiarity with membership and customer databases
- Experience using email tools such as MailChimp and Pheedloop an asset
- Strong computer skills, and proficiency with relevant software (Excel, Word, Outlook, calendar software, Zoom, Teams etc.)
- Comfortable learning new tools and software
- Highly organized; meticulous attention to detail
- Excellent communications skills, both written and verbal
- Works well under pressure and able to meet deadlines
- Willing to take responsibility and act independently when necessary
- Team player mindset and willingness to collaborate while working independently in a remote or virtual environment
- Experience with a professional association that works with a broad membership is an asset
- Certified Association Executive designation is an asset
CSAE embraces diversity and inclusion and is committed to building an organization that represents a variety of identities, backgrounds, perspectives and abilities. We strongly encourage people from equity-deserving groups to apply. CSAE is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact us at info@csae.com.
Please submit your resume to info@csae.com by March 7, 2024.
Working with CSAE
CSAE operates as a fully virtual organization with access to co-working locations in the GTHA.