Canadian Franchise Association Looking for Membership Assistant at Greater Toronto Area, Canada Full Time

Reporting to the Manager, Member Services, this position is responsible for assisting in administering our Member Programs, driving the Association’s membership renewals, supporting program committees, and handling the day-to-day operations of the membership department.

As one of the primary contacts to our members, this role requires a high degree of customer service abilities as well as cooperation and collaboration with other departments. The successful candidate will possess project coordination experience, be a creative problem solver, and an excellent relationship builder. This position requires daily regular work hours but may also require the individual to work extended hours and/or weekends, as required especially during member events and membership renewal campaigns.

This role is subject to evolve, based upon the needs of the CFA and its’ members. Other duties may be assigned.

CFA office is in Toronto on the Mississauga / Toronto border near the Pearson International airport, with access by highway and public transit (Mississauga and Toronto).

The CFA Office operates on a hybrid model. Staff members should be prepared to work both from the office as well as remotely on a regular basis.

Membership Retention and Renewal

The candidate will be expected to manage the day-to-day operations of the CFA’s membership programs by:

·      Providing day to day administrative support to the annual membership renewal campaign to achieve renewal targets

·      Work with management to support all membership renewals

·      Work with the Finance Department to ensure the efficient and effective processing of membership renewals and payments

·      Work collaboratively with other Departments to align organizational activities with membership goals as outlined in the strategic plan

·      Provide administrative support to the various Committees (e.g., Membership Renewal, Membership Onboarding, Supplier), including drafting Minutes, tracking deliverables, preparing agendas, reports, and presentations, etc.

·      Provide reports and updates as requested on membership renewals, retention, and programs to assist in the achievement of annual targets (financial and quantity)

·      Budget assistance, including all expenses and revenues for membership programs, ongoing forecasting, creating and updating reports to management and the Board of Directors (BOD) (e.g. Monthly dashboard reports)

Member Engagement & Onboarding

·      Support positive member relations through excellent customer service to existing members

·      Engage with new members to facilitate the onboarding process so they feel connected to the CFA and the franchise community

·      Work with other departments as required to help build relationships and gather information about CFA member companies

·      With the management team, help develop and execute programs to involve staff, Board of Directors, and volunteers to ensure key members and at-risk members have appropriate contact throughout the year

·      Manage and monitor the Net Promoter Score (NPS), a quarterly survey that asks members to provide feedback about CFA. Reach out to all members who have provided an unfavourable response.

·      Implement and evaluate proactive outreach and follow-up activities conducted by staff across the organization to reduce member attrition.

·      Provide administrative support to the Director of Government Relations and Public Policy and various Committees, including drafting Minutes, tracking deliverables, preparing agendas, etc.

·      Membership Programs

o  Work with management, support the development, execution, and evaluation of programs to deliver membership value and help reduce member attrition, including (but not limited to):

o  Member Savings Program

o  Mentorship Programs

o  National Sponsorships: Working across the organization to track the delivery, by the CFA, on the products and services purchased through the National Sponsorship program and produce monthly statements and reports

o  Awards Program

General & Administration

·      Working with all departments to ensure they are regularly and effectively using the CFA’s Salesforce membership database

·      Working with the Director of Finance to ensure membership-related payments are up to date

·      Increase the awareness and promote a positive image of the association and continuously promote membership into the association

·      Attend and assist at CFA events as required (some evenings and weekends)

·      Assist in special projects and other tasks as assigned

Qualification Requirements:

·      2 – 4 years experience as a membership assistant or similar admin. role

·      Proven experience in project coordination

·      Experience working with and supporting committees

·      Strong communication, relationship-building, and customer service skills

·      Experience in database administration

·      Tech-savvy with working knowledge of a suite of office software (e.g., MS Office, QuickBooks Online, Salesforce or other CRM, Zoom etc.) or the ability to learn quickly

·      Experience in budget (revenue and expense management)

·      Familiarity with membership-based organizations

·      Analytical thinking and an ability to solve problems

·      Post-secondary education in a related field

·      Must be legally eligible to work in Canada

·      Fluency in English (written and verbal) as well as in French (desirable)

·      A valid driver’s licence and access to a vehicle is required / alternatively can commute to work and event sites.

·      Travel across Canada may be required for annual convention and trade shows from time to time