Manager, Member Experience

Overview

OASW is the voice of the social work profession in Ontario and our mission is to mobilize mental health and wellbeing across Ontario. Our 2022-2027 Strategic Plan outlines how we will advance the social work profession by shaping the future of social work, leading equity integration, growing our membership, enhancing our engagement, and building a sustainable future for the organization.

We are actively seeking a dynamic and experienced individual to assume the role of Manager, Member Experience. In this leadership position, you will develop and successfully implement comprehensive strategies to build exceptional member experiences and grow the membership base, while guiding a dedicated team of Membership Experience Associates.  In addition, you will develop and implement a member benefits strategy to enhance membership value.  Your role will extend to delivering data-driven recommendations and reports related to member experience and engagement and collaborating with other leaders to drive the growth and success of the organization.

If you are a strategic thinker with a passion for building exceptional member experiences, coupled with proven leadership skills, we invite you to apply for this exciting opportunity to lead a team and make a meaningful impact within our organization.

Applicants of all races, ethnic origins, religions, abilities, gender identities and expressions, and sexual orientations are encouraged to apply.

What We Offer

·        Positive and inclusive team culture.

·        Shared focus on growth, innovation, collaboration and service to members.

·        Comprehensive vacation and benefits package, including support for ongoing career development.

·        Hybrid working model (2 days in downtown Toronto office, 3 days virtual).

Responsibilities

·        Direct and manage the overall OASW member experience pathway, including recruitment, onboarding, renewal, etc.

·        Assess OASW’s current member experience and identify new products and services and initiatives to support a growing and engaged membership and reflect the diversity of social workers and the many environments in which they practise.

·        Collaborate with the Communications and Marketing team to develop and implement strategies to grow membership and enhance member onboarding experience.

·        Work closely with the Manager of Member Engagement Programs to enhance engagement at various touchpoints and create a community where social workers feel supported, empowered, and valued.

·        Develop and implement a member benefits strategy to enhance membership value, including fostering productive relationships with benefits partners, supporting the development of new benefits offerings, and communicating benefits to members and potential members in collaboration with the Communications and Marketing team.

·        Coach and mentor Member Experience team members to achieve goals and develop strengths; ensure the successful completion of the team’s workplans.

·        Foster continuous performance improvement.

·        Identify and recommend data-driven changes to process, products, services, software and hardware to improve efficiencies and add value to member experience.

·        In collaboration with leaders and team members across portfolios, plan member database and member website extensions and updates to improve member experience and foster member retention.

·        Obtain, organize and visualize member data innovatively to inform decision-making and planning for programs and activities.

·        Deliver data-driven recommendations and reports related to member experience and engagement, as well as member recruitment and retention.

·        Report monthly on key outcome-based metrics and support governance requirements.

·        Collaborate with team to identify and maximize opportunities for non-dues revenue from members.

·        In collaboration with the leaders and team members, develop and manage sound strategies and initiatives to drive the growth of OASW.

Qualifications

·        Minimum of 2 years of direct team management and proven leadership skills.

·        Experience in a membership association preferred.

·        5 years of experience in a non-profit organization, social services or health sectors.

·        Demonstrated skills and experience related to database management, program evaluation and data analysis. Excellent understanding of relational databases.

·        Marketing-related and/or customer journey mapping experience preferred.

·        Excellent interpersonal and communication skills.

·        Excellent analytical, problem-solving and project management skills.

·        Adaptability/flexibility and collaborative teamwork; demonstrated success in working well with teams and building strong relationships.

·        Demonstrated experience fostering an inclusive environment that respects and values diversity. Proven ability to engage members and team members from diverse backgrounds, ensuring all voices are heard and integrated into organizational processes.

·        Experience embedding equity and inclusion principles in program design, membership engagement, and team management. Ability to promote belonging by creating initiatives and strategies that address systemic barriers and enhance equitable access to resources and opportunities for all members.

·        Experience in successfully introducing and managing change.

·        Basic knowledge of website content management systems.

·        Education or experience in financial management or business administration an asset.

·        Bilingual (French and English) an asset.

·        Knowledge of IMIS Engagement Management System a strong asset.

Annual Salary: $80,000-$83,000

To Apply: Please send a cover letter and resume to [email protected]

Application deadline: November 3, 2024.

Apply Now! Applications will be considered as they are received.

Tagged as: Marketing, Management, Nonprofit

Compensation

Annual Salary: $80,000-$83,000

Comprehensive vacation and benefits package, including support for ongoing career development.

How to Apply

To Apply: Please send a cover letter and resume to [email protected]