Job Description. Department overview. Member Services Manger. Updated: June 29, 2012

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1 Job Description Member Services Manger Updated: June 29, 2012 Department overview The Calgary Chamber provides tools, connections and ideas to business owners, operators and managers interested in solving their business challenges and achieving business success. The member services department is tasked with the responsibility to make sure our members are aware and connected to our great offerings. The Calgary Chamber has been serving the business sector for over 120 years. Our members come from a diverse range of businesses, and regardless of size or geographic location, are actively participating in the business ecosystem of our city. As a result, our members benefit from business and market insight gained through these invaluable relationships. Our team of member services representatives is backed by leading policy research and economic insight, a focused programing agenda and dedicated marketing communications team. As one of the best informed and active member-orientated business organizations in Calgary, we provide superior products, services and business affinity programs to help our members solve their business challenges. Our approach to business success begins by working closely with each member to understand their needs and recommend and implement an appropriate strategy. We evaluate each membership on an ongoing basis, making adjustments in response to changing market conditions, new opportunities and member circumstances. Members are the foundation of the Calgary Chamber. They are why we do what we do. Therefore we have to work diligently to attract and retain them to our organization. The member services utilizes an approach of building loyalty, awareness, satisfaction, appreciation and a sense of value among our members to generate sales and loyalty. The member service department is the front facing team that facilitates two-way communication and ensures existing and potential

2 members are aware of what the Chamber does, can do and offers and how this works to support their business success. Objective To better serve the Calgary Chamber members and maximize member loyalty the Calgary Chamber applies a relationship management approach to member services. This requires a universal view of our members and their complete set of relationships across multiple departments within the organization, including individual needs and motivations, programing attendance, sponsorship and affinity needs and topic priority preferences. With this member knowledge, the Chamber is able to track transaction frequency, customer experience and lifetime customer value of members as well as continually improve the products and services offered to better meet member needs. The member services department offers a single point of contact for members with a member services (relationship) manager/representative who has access to and oversight of all member activities, an understanding of member business challenges and knowledge of what activities are of interest to the member. The two key, and equally important, functions of this department are the retention of existing members and the acquisition of new members. Job summary The full-time role of Member Services Manager is responsible for managing the development of the member services department, overseeing sales and retention initiatives, achieving set performance standards and goals, and managing the ongoing activities of the member services department at the Calgary Chamber. This new role within the Calgary Chamber requires someone with experience in establishing the sales team and building the standards and processes, as well as the ability to oversee and grow and this essential department on a day-to-day basis. Key responsibilities Initial set-up Design member retention and sales department structure: o Roles and responsibilities. o Write job descriptions. o Administration support framework. o Hire and performance management of sales staff. o Establish standards and procedures for strong daily operation of the department. Redevelop membership model:

3 o Work with selected partner on the a tiered membership model, including: Proposed tier structure; Allocations of value components to each tier; Pricing of tier recommendation; and Identification and scoping of new products and services to include in any of the given tiers. o Review of chamber member model, products, services and pricing and benefits. o Work with finance on any revenue implications of tiered membership model. o Develop communications plan and campaign to support the roll out of tiered membership model. o Implement tiered membership model based on value and benefits. o Meet with and communicate personally with members tiered membership model. Design member retention and loyalty framework: o Develop appreciation, retention and recognition framework for life-cycle of membership joining, anniversaries, through to cancellation of membership. o Develop reward system for introducing new members. Implement and monitor the correct use of CRM system. Develop standards and procedures to monitor, measure and improve the membership services framework. Develop weekly, monthly, quarterly sales reports. Develop sales training program. Ambassadors / volunteer program: o Develop terms of reference for Chamber ambassadors. On-going Member retention: o Ensure all members are receiving meaningful contact from a member services representative at least once a quarter. o Reach out to members for participation in Chamber activities and programs. o Maintain accurate, timely member records and communication histories through CRM system. o Integration of CRM information and other software systems on a timely basis. o With marketing, ensure member benefits materials are accurate and updated as required (website, electronic and printed). o Apply and monitor the application of the member loyalty framework to ensure members are serviced on an ongoing basis to ensure retention. New sales: o Develop a robust sales funnel structure / model from cold calling to signing that results in achieving department goals. o Monitor and communicate sales reports on a weekly, monthly, quarterly basis. o Conduct and assist with new sales and member retention meetings as necessary.

4 o Determine sales territory / accounts and assignment of such as required. o Work with finance to ensure timely follow up of outstanding membership renewals. Sales training: o Conduct regular sales training for new staff and existing staff as required. Affinity relationships (with finance): o Identify potential affinity partners that have meaningful value for members. o Understand and communicate benefits of affinity partners to members. o Monitor use and value of affinity programs and provide feedback to partners and finance. Ambassadors / volunteer program: o Recruit and support the training of ambassadors on an on-going basis to aid in sales and retention of members. o Host regular ambassador meetings to ensure alignment with organizational goals and established terms of reference. Member demographics: o Establish member demographic framework (e.g. the identification of member analyses that Calgary Chamber should be conducting to understand the makeup of membership and where opportunities and gaps exist). o Determine useful and relevant data that can be collected from members that identify their motivations for belonging to the Chamber. o Determine and collect relevant data on membership base as a whole that can be communicated in ways to increase membership and support the goals of the Calgary Chamber. Management and planning: o Work with internal teams to assist in the achievement of their goals through a deep understanding of member needs and motivations to meet desired objectives. o In conjunction with manager and finance team, develop, present and manage the department s annual budget and performance plan to support activities to achieve the Chamber s strategic and operational goals as well as to meet operational needs for the division, ensuring prudent fiscal practices. o Manage staff and other contract staff as may be required from time to time. o Mentor, direct, coordinate and evaluate staff and contractors as required. o Attend Calgary Chamber events as well as other events and activities that enable the promotion of the Calgary Chamber to the business community. Unique work conditions This position may require long and/or irregular hours including attendance at numerous local functions.

5 Performance standards The Member Services Manager will be measured on reaching the set goals and performance targets of the department as well as ensuring the Calgary Chamber has: A holistic view of individual members and member companies; A robust relationship via a member services manager/representative with members through an informed and integrated view of the member s business to match with products and services from the Chamber; Delivering loyalty through high touch relationship of retention, appreciation and renewal; and Instituting a sales model based on relationship selling across multiple revenue streams (events, sponsorship, etc). Role details Reports to: Director of Marketing and Communications Requirements: Education: Bachelor s degree from accredited college / university or relevant professional experience. Experience: At least five years of experience in a sales, account manager and/or business development role or customer service position in retail, hospitality, agency, wholesale or membership environment. Key competencies: Demonstrated ability to establish and maintain effective relationships and partnerships with key stakeholders. Outstanding customer service skills. Sales experience in a multifaceted product or service environment. Strong interpersonal, communication and presentation skills. Results focused with an innate sense of accountability for achieving results. Strong problem solving, analytical, creative thinking and decision-making skills. Excellent organizational skills. Ability to manage and prioritize across multiple areas and issues and drive to solutions in an efficient manner. Ability to build sales pipeline, monitor (individual / group) targets and adjust business plan to achieve results.

6 Strong business sense, analytical and problem solving skills. Ability to work independently and with minimal supervision. Demonstrated ability to work in a small team setting with limited resources. Proficient computer skills and experience with CRM tools. Valid driver s licence and own vehicle required. Ability to apply innovative, creative and effective solutions to challenges and maintain the integrity of the Calgary Chamber brand. Traits: Detail orientated. Team player. Exceptionally organized. Excellent writing and communication skills. Motivated, high level of energy and work ethic. It is expected the Member Services Manager is willing to live by the core purpose and values of the Calgary Chamber, work hard, have fun and be passionate about being part of something great. For more information or to apply please contact: Jackie McAtee Director of Marketing and Communications E T

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