Coordinator, Membership & Engagement (bilingual)
Do you like interacting with people, employing your communication skills in English and French to accurately understand their interests and needs, and helping them access useful programs and services? Would you enjoy contributing to the growth of a national membership community that supports and mobilizes the diverse needs and perspectives of leaders across Canada’s nonprofit sector? Does the idea of working fully remotely as part of a high-trust, collaborative team of driven, caring, and creative people appeal to you? If so, we would be thrilled to have you join our team as our new Coordinator, Membership & Engagement (bilingual).
Reporting to the Director, Experience & Change and working closely with the Manager, Social Enterprise & Membership Development (bilingual), the Senior Coordinator, Executive Engagement, and the CEO, the Coordinator, Membership & Engagement (bilingual) is a new role at Imagine Canada responsible for supporting the ongoing expansion of our national membership program through the coordination and delivery of exceptional bilingual acquisition, engagement, and retention support for prospective and existing members.
In this role, you will often be the first point of contact for many of our prospective members, setting the tone for their experience with Imagine Canada and our membership program. Your prompt, friendly, and precise support for their purchase, service, and renewal inquiries, detailed maintenance of relationship records in our CRM, nimble coordination support for member learning and networking events (e.g., virtual forums, onboarding calls, Annual General Meeting, in-person Leadership Roundtable conference), and your keen eye for opportunities to improve our members' experiences will help us earn their long-term trust, loyalty, and advocacy, and help our organization tap into their collective intelligence and energy.
- Provide bilingual front-line acquisition and service support to prospective and existing members, answering their questions about membership, and helping them connect with other Imagine Canada services and resources aligned to their interests and needs.
- Coordinate meetings and related activities with current and potential members as assigned for the President & CEO and the Manager, Social Enterprise & Membership Development (bilingual).
- Ensure timely registration, payment, and renewal of member accounts, identifying and seeking support to troubleshoot when issues occur.
- Maintain timely, accurate, and detailed account and contact records in our CRM systems that enable teams to deliver membership and other program experiences effectively and build long-term relationships with our stakeholders.
- Schedule meetings and maintain notes for the Membership Staff Working Group and member event planning groups.
- Coordinate basic event-related logistics as assigned for speakers, sponsors, and board members (e.g., travel and accommodation needs and schedules, presentation tech needs, reimbursement for out-of-pocket expenses and honorariums, etc).
- Coordinate assigned tasks to set up, promote, and run virtual and in-person member events, including simple registration pages & forms, copywriting event invitation emails, customer support for event registrants and attendees, etc.
- Support the Senior Coordinator, Executive Engagement in coordinating the annual Board fundraising drive and the Manager, Partnerships & Fund Development with templated stewardship communications.
- Support ongoing user listening and research activities to better understand our members (e.g., scheduling user interviews; support the creation of a user poll or survey).
- Occasionally travel to conferences to promote Imagine Canada membership and other programs and services.
- Proactively identify opportunities for continuous improvement to policies, processes, tools, and technologies for delivering exceptional client experiences at Imagine.
- Complete command of French and English (reading, written and verbal). Language skills will be tested throughout the interview process. We are seeking candidates with complete fluency.
- Multiple years of experience in a member, client, or customer facing role.
- Interest in and natural capacity to interact with external stakeholders daily, quickly establishing trust and rapport, asking appropriate questions to ensure an accurate understanding of their needs, and an ability to respond to their needs while representing Imagine Canada in a warm, friendly, and helpful manner.
- Strong information synthesis and communication skills, able to craft messages tailored to diverse stakeholder groups using email, phone, and other channels.
- Naturally conscientious and detail-oriented, able to independently follow established guidelines and procedures, as well as identify opportunities to improve them.
- Capable of working well independently and as part of multiple teams in a fast-paced, remote work environment, with the ability to shift between tasks regularly and maintain a healthy momentum in accomplishing daily tasks.
- A self-starter with excellent self-management skills, including time management and task prioritization, with the ability to proactively identify, problem solve, and/or seek support in removing obstacles to achieving desired results within areas of responsibility and in adherence with established guidelines (e.g., competing priorities, deadlines, standards of quality).
- An active interest in learning more about the environment in which Canadian charities and nonprofits operate, and a desire to make a positive difference in this space.
- Drive to learn and grow knowledge and skills, with a high degree of comfort working with new technologies.
- Experience in a B2B sales, service, or communications role or environment
- Experience in event coordination or community engagement
- Experience with Salesforce or other CRM systems
- Previous experience working or volunteering for charities, nonprofits or other social good organizations
If you have some of the skills and experience that we’re looking for and are willing to use your talent to learn the rest, we encourage you to apply. We also particularly invite applications from Black people, Indigenous people, and people of colour, people with disabilities, members of the 2SLGBTQIA+ community and those with varied areas of expertise and lived experiences.
- Be part of a growing national organization in a caring environment with a smart group of dedicated staff and volunteers.
- Attractive and competitive compensation and benefits package, including professional development and work-from-home budget.
- A fully remote work environment with flexible hours and approach to work.
- Opportunity to learn and apply leading practices and emerging trends in the charitable sector
- Leadership is forward-thinking, entrepreneurial, collaborative and supportive, operating in an environment of integrity and collective commitment to achieving long-term goals.
- Team-based, relationship-centric approach to work nurtured through weekly all-staff stand-ups, cross-functional staff working groups, and in-person staff retreats (most often in Toronto).
We're a national, bilingual charity that works with and on behalf of Canada's charities, nonprofits, and social entrepreneurs to create an operating environment where social good can thrive. We envision a Canada where thriving communities are fueled by strong nonprofit infrastructure and engagement, and where social, economic, and environmental justice is advanced through collective advocacy and action. To realize our vision and mission, we are committed to an ongoing process of becoming a more equity-driven, inclusive, transformative, and provocative player within and for the social good sector. Established in 2005, our team of over 30 full-time staff works remotely from cities and towns across Canada, guided by two complementary plans, a 10-year Strategic Planning Framework and a 5-year Theory of Change.
Imagine Canada offers meaningful opportunities to make an impact in Canadian communities. We are currently actioning an anti-racism and anti-oppression roadmap that embeds equity into our processes, human resources, and mission area programs. We are committed to fostering a culture that exemplifies our employee values:
- Accountability: We are mindful of our responsibilities to each other, and make commitments and decisions grounded in trust, transparency, and integrity.
- Care: We cultivate a flexible and compassionate work environment that recognizes the whole personhood of each individual.
- Courage: We dare to ask challenging questions, to take risks in the spirit of creativity and innovation, and to be open to continuous learning, growth, and change.
- Drive: We are dedicated to, and find purpose in, producing high-quality work that positively impacts our sector and our communities.
- Inclusivity: We ground all aspects of our work in mutual respect, empathy, humility, and unshakable commitments to equity and anti-racism.
- Teamwork: We support, inspire, and celebrate each other through active collaboration, proactive communication, and expressions of fun and joy.
- Terms of Employment: Full-time, permanent
- Annual Salary Range: Salary Band 2 - $56,700 to $68,000*, in addition to health/dental benefits, Group RRSP, and an initial 15 paid vacation days
- Location: Anywhere in Canada with a reliable internet connection; travel may be required on occasion for work-related events and staff retreats (subject to compliance with our Vaccination Policy)
- Work Hours: Normally 35 hours* per week. Flexible working hours to accommodate personal and family commitments.
- Application deadline: 11:59 pm EST on Sunday, January 15, 2023
*Imagine Canada is piloting a four-day work week (4DWW) between January 1 and June 30, 2023. During that time, this position will work 28 hours per week, with the same compensation as indicated above. At the end of the pilot, a decision will be made to end the pilot, extend the pilot, or make the 4DWW permanent. You can read more about our 4DWW pilot here.
- Applicants are asked to complete our online form to submit their resume.
- We expect to invite 8-12 qualified candidates to a short introductory video call (30 minutes) and to complete a brief assessment of working style and preferences (10 minutes to complete). Interview questions and a copy of the results of your working style assessment will be provided in advance of the call.
- We expect to invite four or five shortlisted candidates to attend a full, video interview (45-60 minutes) with our hiring committee of 5 staff members and complete a short skills assessment following the interview. This interview will be conducted 60% in English, 40% in French.
- We expect the final two or three candidates will be asked to attend an additional short meeting with members of the hiring committee (30 minutes) and these final candidates will be asked to provide references.
- We commit to notifying all applicants of the status of their submission within 6 weeks of the application deadline.
In recognition of the efforts of preparing for a full interview, Imagine Canada will financially compensate interviewees that advance beyond the screening call at a fixed rate of $100 per candidate.
Accommodations are available upon request for candidates taking part in all aspects of the selection process. Contact firstname.lastname@example.org with any questions about the selection process or required accommodations.