Member Services and Communications Coordinator

Organization Background:

AdvantAge Ontario has been the trusted voice for senior care for over 100 years and is the only provincial association representing the full spectrum of the senior care continuum. Our more than 700 members are located across the province and include not-for-profit, charitable, municipal and hospital-affiliated long-term care homes, seniors’ housing, assisted living in supportive housing, community service agencies, and commercial suppliers/consultants.

We are focused on the important work that our members do and on giving them the supports and resources they need, including advocacy, education, communications, and member programs and services.

Organization Culture:

AdvantAge Ontario is a collaborative organization that supports its members, staff, and community with a shared purpose. We are nimble and responsive, and we are personable, professional, and empathetic.

Organization Values:

• Inclusion and diversity – We strive to provide a workplace that recognizes diversity and is safe and inclusive.
• Respect – We show respect by demonstrating trust and integrity in all interactions.
• Empathy – We are empathetic and kind to our members, colleagues, and ourselves.
• Fairness – We are fair and equitable in all we do.
• Passion – We have a passion for innovation and continuous improvement.

Position Summary:

We are seeking an experienced, energetic and collaborative individual to fill a critical role in serving and supporting our membership through the position of Member Services and Communications Coordinator.

You love working with people and have excellent interpersonal and communications skills, both written and verbal. You have an aptitude for learning new skills and technologies, and the ability to plan, prioritize and organize a diversified portfolio.

This role reports to the Manager of Communications and Member Services and provides support for all activities and project work in the membership and communications department.

This position is responsible for the following:

Member Recruitment and Retention

• Develop, execute, and manage a year-round, integrated membership recruitment and retention program.
• Lead member recruitment activities, including researching, prospecting, outreach, onboarding, and follow up.
• Support retention activities, including tracking and analyzing member usage statistics and outreach to current members.
• Maintain and leverage prospect and member data in SalesForce and membership management software (IMIS); maintain and report on membership metrics; monitor and report on progress towards annual targets; coordinate initiatives to maintain accuracy of membership data.
• Liaise with other departments to source prospects and leverage existing member relationships (e.g., Board of Directors, Regional Chairs) to support recruitment.
• Ensure marketing and membership materials are current and updated as needed.
• Periodically review recruitment and retention processes to ensure a positive member experience.

Member Services

• Coordinate the planning and execution of the Association’s annual Awards program.
• Provide direct support to the production of the annual Membership Directory.
• Provide logistical support and help facilitate member-service-related webinars, including Corporate Partner meet and greets and commercial prospect webinars.
• Provide logistical support for departmental membership committees (i.e., Commercial member, Innovation Advisory, Awards subcommittee).
• Support management of Association group buying programs and other value-add members services and programs.
• Explore ideas and execute plans for expanding member supports and services.

Communications

• Support the delivery of member communications and monitor member engagement through email newsletter software (Informz).
• Track Association media coverage daily using monitoring software (Meltwater) and prepare and send the weekly media summary to members.
• Update and maintain the media/reporter tracking list.
• Create, post, and maintain content on the Association’s social media channels. Maintain social media calendar and audit channels on a quarterly basis. 
• Gather statistics and track data on the Association’s communications, social media channels, and websites to support reporting to senior management.
• Post and audit content and assist with tasks related to maintaining, updating, and improving the Association’s websites.
• Support sponsorship and other departmental revenue-generating activities, including liaising with commercial members, corporate sponsors, and tracking and gathering advertising material.

Other Responsibilities:

• Provide exemplary customer service to Association members.
• Provide support to ad hoc and Association-wide projects as needed.
• Explore functionality of existing software solutions (i.e., Salesforce, Informz, AgoraPulse, etc.) to ensure they are fully utilized.
• Perform other duties as required.

Minimum Education

• Post-secondary education (university level).

Experience and Competencies

• Minimum three years of experience in either a communications or member services role.
• High-level proficiency in Microsoft Office (Word, Outlook, Excel, PowerPoint) and 365/SharePoint.
• Proven ability to learn new technology and software as needed, e.g., database (iMIS), digital marketing (Informz), customer relationship management (Salesforce), videoconferencing (MS Teams, Zoom), and graphic design (Canva, Adobe products)
• Experience with social media platforms.
• A pro-active attitude.
• Superior organizational skills and ability to work under pressure.
• Flexible and able to adapt to constantly changing priorities and demands.
• Ability to manage multiple tasks and deadlines.
• Exceptional and positive interpersonal skills.
• Excellent written and verbal communication skills.
• Comfortable and proficient working remotely.
• Equally comfortable working independently as well as collaboratively with others.
• Good judgement, tact, and the ability to work with executives and senior leaders within the charitable, government and business sectors.

Supervisory Responsibility

• The Member Services and Communications Coordinator does not have direct reports but may have students or interns reporting indirectly to them.
• The Member Services and Communications Coordinator may share responsibility for mentoring and coaching students and interns.

Location:

Due to the current pandemic, remote work is available. This position may require occasional onsite and offsite work. AdvantAge Ontario reserves the right to change to full-time, on-site work at the Association’s head office at any time.

The Association is committed to providing equal opportunity in all employment practices without regard to race, nation or ethnic origin, colour, religion, age, sex (including pregnancy and childbearing), sexual orientation, marital status, family status, physical or mental disability, or pardoned criminal convictions, or any other category protected by law.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. The Association reserves the right at any time with or without notice to alter or change job responsibilities, reassign, or transfer job position or assign additional job responsibilities. The Association shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.