Membership Engagement Coordinator

Greater Sudbury Chamber of Commerce - Greater Sudbury, ON (il y a 30+ jours)

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REPORTS TO:

The Membership Engagement Coordinator (MEC) is a full-time position reporting to the Recruitment Manager (RM), who in turn reports to the President & CEO (P&CEO).

SUMMARY:

Through an effective marketing plan and utilizing proven sales, public relations, and retention skills, the MEC will achieve monthly and annual membership retention and engagement targets utilizing practices that meet the chamber’s approval. Additionally, the MEC will be accountable for other administrative duties relating to affinity programs, group insurance program, annual membership survey, events/social media public relations, etc.

The Greater Sudbury Chamber of Commerce is a well-known and respected organization both in Sudbury and across Canada. We have a passion for our advocacy work and being recognized as the “voice of business”.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

MEMBER ENGAGEMENT: Experience supports that members who play an active role in the chamber, and/or who are informed about the chamber’s advocacy work, realize a greater return on their investment and are more likely to retain their membership. Through active engagement with the members the MEC will be responsible to:

  • contact, through personal visits (at least once and wherever possible), all new members a minimum of four times during their first year of membership, to introduce yourself and form a connection; to provide their membership plaque and information kit; inquire about any issues/concerns they may have; share information about the chamber’s current advocacy work that impacts their business; to review the benefits and services provided by the chamber; to assist them with accessing affinity programs, discount services; member profile on the website, etc; to ensure the chamber is meeting their needs/expectations; etc;
  • contact, through personal visits, a minimum of 20 members per week to inquire of issues/concerns; share information about the chamber’s current advocacy work; inquire if they need assistance/are aware of accessing services/benefits and chamber communications; likelihood of their renewing their membership; etc. Specific emphasis will be placed on G2 and higher members;
  • play an active role at chamber events and other opportunities to welcome members, particularly new members, assist them with introductions and other networking and marketing opportunities;
  • work closely with the RM to discuss strategies to follow up with and retain all outstanding members, discuss tactics, etc;
  • foster positive relationships with all chamber members.

AFFINITY PROGRAMS:

The chamber offers a variety of affinity programs that provide a direct cost savings to the members, and sometimes their employees and retirees, and a revenue stream to the chamber. These programs may be offered through the Canadian Chamber of Commerce, the Ontario Chamber of Commerce, or may be negotiated locally through our chamber.

  • work with the P&CEO and the Finance & Membership Coordinator (FMC), to manage the affinity programs that are currently being offered. Together with the FMC, ensure reports and payments are being received and that former members are being removed from accessing the programs; that sufficient marketing materials are on hand; that we are marketing the programs effectively on our website, in our e-newsletter, and through social media; record videos; gather member testimonials; that we are evaluating the success of the programs and making changes where necessary;
  • conduct research into what other programs are being offered through the CCC, OCC, and other chambers and may be of interest to our members;
  • work with the P&CEO and other staff to introduce new affinity programs to our mix.

INTELLIGENCE GATHERING:

The MEC will be required to:

  • gain and maintain an awareness of chamber members so that we are able to match information/communications/opportunities with the appropriate members to maximize their relationship with the chamber;
  • work closely with the Marketing & Sponsorship Manager to share feedback on event topics of interest as well as sponsorship opportunities;
  • provide various statistical analyses of the membership, and other reports, as required by the P&CEO;
  • conduct analysis to identify trends, member engagement, member segmentation, etc;
  • work cooperatively with the RM to assess the regional economic market, identify potential target markets, recommend effective marketing programs to reach same and achieve expected results, and to seek out new opportunities to showcase the chamber;
  • develop other specific member intelligence as required.

PUBLIC RELATIONS/ADMINISTRATION:

The MEC will be required to:

  • host/record “Monday Minutes” social media posts, and emcee “Networking After Five” and “Chamber U” events, as well as other events, as required;
  • recognize members’ anniversaries, accomplishments, grand openings, etc, in keeping with the chamber’s policies;
  • represent the chamber at members’ events, open houses, receptions, etc, as assigned;
  • maintain thorough and comprehensive reports on all retention/servicing calls utilizing the chamber’s CRM database and provided in the manner and frequency determined by the P&CEO;
  • attend and participate in regular status meetings with the RM to discuss activities, accomplishments, challenges, tactics, etc;
  • utilize the chamber’s CRM system to its fullest extent to manage membership information. All member contacts/information/connections must be maintained in an up-to-date manner;
  • research, identify, implement, market and monitor current and new affinity programs and other benefit services for the membership;
  • prepare and distribute membership correspondence as required;
  • solicit prizes/donations from members for our Holiday Party, Golf Tournament, Physician Recruitment Program, etc, as required.

OTHER RESPONSIBILITIES:

The MEC will be required to:

  • contribute to a healthy team environment that is conducive to high morale and satisfactory interaction between and among all chamber employee;
  • analyze and interpret personal performance, implementing corrective action on any areas not meeting standards on a regular basis as laid out by the RM and P&CEO;
  • participate in on-going training and/or performance improvement plans as required.
  • safeguard and maximize the use of the chamber’s assets;
  • maintain a neat and tidy work area at all times;
  • participate actively in staff meetings;
  • participate actively in answering in-coming calls, greeting customers, etc, as required.

EXPECTATIONS:

The MEC will be required to:

  • achieve monthly/annual retention/communications quotas;
  • it is understood that normal working hours are from 8:30 to 5:00 pm, Monday through Friday. However, it is further understood that in order to adequately perform the duties of this position it may be required, from time to time, to work outside these hours and this shall be considered an expectation of the terms and conditions of employment. It is understood these overtime hours may require early morning, evening and weekend work. The incumbent is expected to work these overtime hours as a normal function of the position and will be compensated according to the chamber’s overtime policy for pre-approved overtime worked;

  • use his/her personal vehicle in the performance of these duties. Maintenance of a valid drivers’ licence and personal transportation is a requirement of this position. Compensation for the use of the vehicle has been accommodated in the base salary;
  • to demonstrate superior time management and attention to detail skills in the execution of his/her duties.

SUPERVISORY RESPONSIBILITIES: None.

QUALIFICATIONS:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.

EDUCATION AND EXPERIENCE:

University degree or college diploma is required. A minimum of two years’ experience in a public relations, communications, sales, service capacity is a requirement. An education background with an emphasis in public relations, business, commerce, communications, marketing, etc, in addition to possessing sales experience, would be valuable. The successful candidate must maintain a valid drivers’ licence and their own reliable vehicle.

LANGUAGE SKILLS:

Superior communications skills, verbal and written, are required. The ability to effectively present information to the business community, staff, management, and volunteers, is essential. The ability to speak, read, and write in both official languages (English – French) is considered an asset.

MEMBER ENGAGEMENT:

The ability to demonstrate successful service/retention rates and to relate to and empathize with members is essential. Superior customer relations, retention/sales, closure, telephone, computer, financial management, data management, research, data analysis, and report writing skills are required.

REASONING ABILITY:

The ability to define problems, collect data, establish facts, reason and draw valid conclusions is a requirement.

OTHER QUALIFICATIONS:

The incumbent shall demonstrate:

  • an ability to meet quota requirements;
  • an ability to present ideas, concepts, to interview, engage with members, etc;
  • an ability to conduct member research;
  • an ability to prioritize, plan and organize, and to problem solve at a high level;
  • an ability to cope in high-pressure situations;
  • an ability to deal with conflict and difficult customers;
  • an ability to demonstrate superior time management skills;
  • accurate typing and word processing skills;
  • a high standard of personal presentation and grooming are required;
  • an ability to handle changing-priorities and strict deadlines.

PERFORMANCE MEASUREMENT:

  • achievement of member engagement calls, and retention quotas on a monthly/annual basis;
  • an ability to complete public relations/administrative duties in a satisfactory manner;
  • enhanced member awareness of the benefits/services of their membership;
  • enhanced membership retention and participation rates;
  • demonstrated success with the chamber’s affinity program participation and new offerings;
  • superior public relations, retention closure, and customer service skills;
  • superior time management skills;
  • demonstrated initiative;
  • complete and comprehensive reports on new members, existing members, affinity programs, members’ issues/interests, etc;
  • adhere to the chamber’s “Code of Conduct” and maintain confidentiality;
  • effective performance as a team member;
  • attention to detail;
  • achievement of deadlines;
  • personal attitude and work ethic;
  • consistent regular attendance;
  • a high level of personal grooming;
  • attention to health and safety standards.

OTHER:

Any other duties as may be assigned from time to time.

SALARY RANGE:

$30,000-$40,000 base salary, plus commissions ($10,000-$15,000+ range), plus benefits.

Deadline for Application is Friday, December 20th, 2019.

To apply, please email cover letter, resume and three references to

Debbi M Nicholson
President & CEO
Greater Sudbury Chamber of Commerce

Mailing Address:

Greater Sudbury Chamber of Commerce
40 Elm Street, Suite 100
Sudbury ON P3C 1S8

Job Type: Full-time

Salary: $30,000.00 to $45,000.00 /year