Membership Services Manager

This posting is for an existing vacancy.

Work Environment: Mississauga (Near Toronto Pearson Airport) | Hybrid Work Environment: 4 Days In-Office + Remote Fridays

Position Summary

The Membership Services Manager is responsible for driving member engagement, retention, and overall member value within the association. This role blends relationship management, service delivery oversight, data-driven retention strategy, and cross-functional collaboration to ensure a high-quality, consistent member experience.

In addition to day-to-day member support, this role leads initiatives that improve member satisfaction, strengthen retention performance, and enhance the value proposition of membership through structured programs, process improvements, and measurable service outcomes.

MAJOR RESPONSIBILITIES:

Member Experience & Retention

• Develop and execute strategies to improve member onboarding, engagement, and retention
• Manage the full member lifecycle from onboarding to engagement, renewal, and advocacy
• Monitor and improve member retention rates and renewal performance
• Identify at-risk members and implement proactive retention strategies
• Oversee delivery of core member benefits and ensure service consistency
• Develop structured onboarding processes for new members
• Conduct regular member check-ins, surveys, and feedback sessions
• Build segmented engagement strategies for different member categories
• Track member satisfaction and implement improvements based on feedback
• Support membership growth efforts through referrals and engagement programs

Membership Operations & Service Delivery

• Oversee CRM and database management and ensure data integrity
• Establish KPIs and dashboards to measure member engagement and service performance
• Develop standardized service protocols and response standards
• Coordinate with events, education, advocacy, and communications teams to ensure a seamless member experience
• Manage renewal cycles, billing coordination, and membership reporting
• Identify process inefficiencies and implement service improvements
• Support implementation of new membership programs or benefit enhancements
• Document processes and maintain service playbooks

Strategic Member Value Development

• Translate organizational strategy into actionable member programs
• Lead initiatives that enhance perceived and measurable member value
• Analyze engagement data to identify trends and service gaps
• Develop business cases for new member services or experience improvements
• Collaborate cross-functionally to align programs with member needs
• Support pilot programs to test new engagement models
• Ensure initiatives move from idea to implementation to measurable impact
• Report regularly to senior leadership on membership performance metrics

Stakeholder & Relationship Management

• Serve as primary relationship manager for key member segments
• Build strong relationships with member companies and key contacts
• Act as the voice of the member internally
• Manage member inquiries, concerns, and escalations professionally
• Facilitate member advisory groups or committees, where applicable
• Support volunteer engagement and committee coordination

Boards, Committees, and Chapters

• Manage the activities of the Contractors Division Board of Directors, Sub-committees and HRAI Chapters
• Ensure meeting agendas are developed well in advance of any planned meeting. Identify agenda items and present to the chair or committee lead as well as seek input for on additional potential agenda items. Help coordinate the creation and presentation of required meeting materials in advance of meetings.
• Ensure smooth and effective operation of the Board and any sub-committees as well as maintain high levels of participation and satisfaction within approved divisional budgets
• Assist in identifying volunteers for Board and committee placement
• Oversee Chapter Coordinator role ensuring that they maintain a strong relationship with the Chapters, execute Chapter events and other activities effectively.

- Occasional regional travel is required (approximately 15%) for industry and HRAI events

DEMONSTRATED KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong understanding of membership value propositions and member experience strategies
• Ability to anticipate and respond to member needs with a service excellence mindset
• Strong written and verbal communication skills with the ability to engage effectively with members and internal stakeholders
• Excellent relationship management skills with the ability to build trust and manage member interactions professionally
• Ability to manage challenging conversations, inquiries, and escalations with professionalism
• Strong analytical skills with the ability to interpret engagement, retention, and satisfaction data
• Proficiency with CRM systems and membership databases
• Ability to establish and monitor KPIs and performance dashboards
• Strong organizational and workflow management skills
• Ability to manage multiple priorities, initiatives, and deadlines simultaneously
• Experience developing and improving service processes and operational workflows
• Collaborative approach with the ability to work effectively across teams and functions
• Ability to translate strategic priorities into actionable programs and initiatives
• Continuous improvement mindset with a focus on enhancing member value and service delivery

EDUCATION, CREDENTIALS, AND EXPERIENCE:

• Bachelor’s degree in Business, Communications, Public Administration, or a related field
• CAE (Certified Association Executive) or equivalent association experience considered an asset
• 5 –10+ years of experience in membership services, account management, customer success, association management, or related service roles
• Demonstrated experience improving member engagement, satisfaction, and retention
• Experience working in a non-profit association or member-based organization considered an asset
• Experience managing CRM or membership database systems
• Experience leading cross-functional initiatives and coordinating service delivery across teams
• Experience reporting on performance metrics and providing insights to leadership

What We Offer:

• Hybrid Model: Work 4 days in-office near Toronto Pearson Airport, with remote Fridays to recharge.
• Vacation & Benefits: Start with 3 weeks of vacation, comprehensive benefits, summer hour schedule and Health Care Spending Account (HCSA) top-up.
• Retirement Ready: Employer RRSP contributions after 1 year.
• Impactful Work: Be part of a tight-knit, purpose-driven team working on big climate and energy issues that affect every Canadian.

How to Apply:

HRAI is proud to be an equal opportunity employer. We are committed to fostering an inclusive and accessible environment for all candidates and employees. We welcome and encourage applications from individuals of all backgrounds, including those from historically marginalized communities.

If you require accommodation during the recruitment process, please let us know when contacted for an interview. We will work with you to meet your needs.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

We look forward to reviewing your application!