Job Description

TITLE: Manager of Member Services and Engagement

SUPERVISOR'S TITLE: Chief Experience Officer (CXO)

SALARY RANGE: 105,000-$131,000 / year (35 hours / week)

Reporting to the Chief Experience Officer (“CXO”), the Manager of Member Services and Engagement is responsible for overseeing association member recruitment, retention, member service delivery and engagement, to enhance the overall member experience. This role supports and executes the member engagement and experience strategy set by the CXO, ensuring alignment with the association’s broader engagement and service goals. The Manager focuses on delivering valuable member benefits, fostering strong relationships and ensuring continuous improvement in services that support veterinary professionals or veterinarians.

The Manager will lead the member services team, the association’s first point of contact for members, and oversee vendor and member service provider relationships to ensure high-quality, member-focused offerings. They will also work closely with the CXO to identify and secure new services and discounts that provide meaningful value to members.

Using metrics such as the Net Promoter Score (NPS) and member feedback, the incumbent will take a strategic, interdisciplinary approach to understanding and meeting members’ needs. Regular reporting to the CXO will ensure strategies align with the association’s overall objectives. This role requires strategic thinking, relationship-building and autonomy to drive initiatives that strengthen membership value, engagement and satisfaction.

POSITION DUTIES AND RESPONSIBILITIES

1. Member Recruitment, Retention and Onboarding

Develop and implement strategies to retain and attract new members, ensuring continued membership growth.

• Strategic Growth and Outreach: Collaborate with the CXO, CEO, and Manager of Communications & PR, to develop and execute initiatives that drive membership growth, including targeted outreach at the Ontario Veterinary College and the broader veterinary community.
• Member Communications and Recruitment: Develop clear, compelling materials to support membership recruitment, retention and engagement. Work closely with the Manager of Communications & PR to ensure messaging is consistent, effective and clearly conveys the value of membership, services and benefits. Ensure outreach efforts align with the association’s strategic objectives to attract new members and strengthen the member community.
• Annual Planning and Execution: Lead the development of a strategic recruitment and retention plan, in consultation with the Financial Services Administrator, to align timing and outreach efforts with key membership cycles.
• Process and Performance Oversight: Monitor recruitment, retention and engagement metrics, ensuring strategies align with organizational goals and drive measurable results.
• Onboarding and Engagement: Design and oversee a structured onboarding process to welcome new members, helping them integrate into the association and maximize the benefits of their membership.
• Retention Strategy: Develop initiatives that measure and strengthen member loyalty, including personalized outreach, engagement opportunities, and continuous evaluation of member needs.
• Strategic Project Management: Manage and execute key projects that enhance member experience, collaborating with the CXO to align initiatives with the association’s overall strategic priorities.

2. Member Engagement

With support of the member services team, the manager will enhance member engagement through innovative programs and initiatives, leveraging metrics like NPS to measure success and identify areas for improvement.

· Engagement Strategy Development: Formulate and implement innovative member engagement strategies that align with the association's goals and enhance overall member experience.

· Program Management: Oversee the development and execution of member engagement programs, ensuring they meet members' needs and drive active participation.

· Member Satisfaction and Engagement Analysis: Utilize metrics such as Net Promoter Score (NPS) to assess member satisfaction and engagement levels, identifying areas for improvement and making data-driven decisions.

· Cross-Department Collaboration and Coordination: Work closely with other departments to ensure cohesive and integrated member engagement efforts, fostering a collaborative approach to achieving engagement goals.

· Member Feedback and Continuous Improvement: Establish mechanisms for collecting member feedback and use insights to continuously refine and improve engagement strategies and programs.

3. Vendor and Member Benefits Management

Oversee vendor and member service provider relationships, with a particular focus on insurance offerings, to ensure high-quality service and performance while expanding and promoting valuable membership benefits.

• Vendor Management and Service Oversight: Develop and implement vendor management strategies that align with the association's goals, ensuring optimal performance and value from vendor relationships.
• Insurance Program Oversight and Compliance: Oversee partnerships with insurance companies, leveraging industry-specific knowledge to ensure compliance, performance, and alignment with regulatory requirements.
• Vendor Selection and Service Provider Evaluation: Lead the selection, evaluation, and board approval process for member service providers, ensuring they meet members’ needs, and association standards, and deliver high-quality services.
• Performance Monitoring and Improvement: Establish and monitor key performance indicators (KPIs) for vendors and service providers, ensuring continuous improvement and adherence to contractual obligations
• Strategic Partnerships and Discounts: Identify and secure exclusive discounts on professional services and lifestyle perks, such as local attractions, restaurants and other businesses most members will use.
• Building Collaborative Vendor Relationships: Foster strong, collaborative relationships with vendors and service providers, promoting mutual benefits and long-term success
• Member Awareness and Engagement: Collaborating with the communications team, develop and execute comprehensive marketing strategies to promote member services, increase visibility, and drive engagement with association programs and initiatives.
• Member-Centric Approach: Continuously analyze member preferences to expand benefit offerings based on industry trends and feedback.

4. Team Leadership

Lead and manage the member services team, the first point of contact for members, fostering a collaborative, high-performance culture that drives engagement and aligns with the association’s goals.

• Team Leadership and Development: Provide strategic direction and support to the member services team, fostering a culture of collaboration, innovation, and high performance, while ensuring alignment with the association's strategic objectives.
• Performance Management and Growth: Set clear goals, conduct regular performance reviews, and support professional development opportunities to drive continuous improvement and career progression within the team.

What We Are Looking For

• 8-10 years in member or customer-facing roles, focusing on providing a superior customer service experience in a membership-based organization, non-profit or related business environment.
• Post-secondary degree or diploma in business administration, nonprofit management, marketing, communications, public relations, customer experience, or a related field. A combination of relevant education and experience will be considered.
• Proven experience creating and executing on membership and/or sales strategies that include consistent year-over-year growth, retention and win-back strategies.
• Demonstrated project management experience, including conceptualizing solutions to complex problems, project plan creation, management and execution, working across teams
• Proven experience developing external partnerships with external vendors and stakeholders, to meet organizational, member/customer needs
• Strong analytical and data interpretation skills, with experience using metrics like Net Promoter Score (NPS), satisfaction surveys, or CRM data to drive decisions.
• Supervisory or team leadership experience with a track record of coaching, mentoring, and team development.
• Experience working in or with the insurance industry is an asset

What We Offer

· Pet-friendly office (obviously!).

· Fun (not awkward) team building activities.

· Summer hours.

· A culture that values work-life balance and employee well-being.

· Professional development opportunities.

OVMA’s Commitment to Diversity and Inclusion

The Ontario Veterinary Medical Association is committed to the principles of diversity and inclusion and rejects discrimination or harassment based on grounds such as race, colour, ancestry, ethnic origin, place of origin, age, creed, religion, sex, sexual orientation, gender identity, family status, marital status or disability. Every human being deserves to be treated with dignity and respect.

The well-being of our society and our profession is vital. OVMA is committed to ongoing and active promotion and maintenance of diversity and inclusion in its membership, leadership and organization; to ensuring that its services are provided without bias; and to educating its members regarding the value of diversity and inclusion.

OVMA is committed to working with the Ontario Veterinary College to ensure that the principles of inclusivity and diversity are reflected in the equitable selection of students, and to make veterinary education more accessible for underrepresented and minority groups. OVMA is also committed to working with the College of Veterinarians of Ontario to ensure that the principles of inclusivity and diversity are reflected in the licensing and regulation of Ontario’s veterinarians.

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