The Ontario Federation of Agriculture (OFA) is seeking an energetic and enthusiastic individual to join our management team in a full-time 15-month contract position as Manager of Member Relations.
OFA’s Manager of Member Relations is responsible for overseeing many of the support and engagement activities for our members.
Key responsibilities include:
- Member Support: Ensuring high-quality member service, addressing inquiries, resolving issues, and maintaining member satisfaction.
- Team Leadership: Leading and managing a team of member relations representatives, setting performance goals, and providing training and development opportunities.
- Process Improvement: Developing and optimizing processes for efficient service delivery, including technology and tools.
- Member Engagement: Creating and executing strategies to attract and retain members including Farm Business Registration, Individual Farm Members, Associate Supporters and Commodity and Agricultural Organizations, enhancing member loyalty, retention, and participation in programs or events.
- Reporting and Analysis: Monitoring performance metrics, collecting member feedback, and preparing reports for management on service outcomes and improvements.
- Collaboration: Working with other departments to ensure member needs are met and align with organizational objectives.
This role requires strong communication, leadership, problem-solving, and organizational skills.
Apply today and join the OFA team, send in your cover letter and resume.
Title: Manager of Member Relations
Unit: Finance and Administration (F & A)
Reports to: Director of Finance & Administration
Direct Reports: Member Relations Representatives
The Manager of Member Relations, working closely with the OFA management team, plays a key role in fostering and maintaining positive relationships between the OFA and its members. The primary purpose of this role is to enhance member satisfaction, loyalty, and engagement for members who contact OFA’s head office. The Manager also provides guidance and coordinates the activities of Member Relations team to provide timely responses to member inquiries, support and promote member benefits programs and facilitate engagement between members and the OFA staff team.
Key Position Responsibilities and Duties
Leadership:
Member of OFA’s management team.
Responsible for planning, coaching and directing the work of Member Relations (MR) & Office Administrator roles as well as coordinating the team’s training and professional development needs.
Facilitating regular communication within the MR & Field teams, as well as across the OFA to ensure effective member support and processes.
Developing, reviewing and updating Member Relations policies and procedures as required.
Ensures the necessary resources and tools and supports are available for quality member service delivery.
Make recommendations to other departments on MR issues to meet organizational objectives.
Completes employee evaluations in a timely manner.
Administration:
Ensures timely, professional responses to member inquires.
Provides coaching and support for complex and escalated customer service issues.
Directs inquiries to appropriate internal or external sources as required.
Ensures availability of up-to-date information on Member Benefits programs to internal and external stakeholders and members as required.
Ensuring the accurate, efficient, and secure handling of membership information in member database.
Coordination of new members, membership agreements and cards as well as fulfillment of refund requests.
A member of the FBR Policy Committee and the direct contact for Agricorp.
Liaison:
Maintain relationships and reporting between departments to ensure consistent messaging for communicating with members.
Work with IT department to generate and create reports on membership, demographics or engagement as needed by the organization.
Use data to identify trends such as membership growth, refund rates, and areas for improvement in member services.
Manage and share contact lists as appropriate.
Attend in-person or virtual trade shows as appropriate.
Benefit Partners:
Provides coaching and support for escalated issues from members and find solutions with benefit partner contacts.
Attend and support benefit partner meetings with Executive Liaison.
Provide feedback on benefits and programs to improve our programs.
Collect new and up to date literature from benefit partners.
Attend meetings with new potential benefit partners, and to discuss if the partner is right for OFA.
Ensure all benefit information is up to date on the OFA website using WORDPRESS.
Qualifications
Education and Experience:
Completion a minimum of two years post-secondary education from an accredited educational institution in a relevant field of study or equivalent experience.
Experience in a member service/volunteer driven organization is preferred. Fluent English, written and verbal; French language skills an asset.
Agricultural background or experience is an asset.
Knowledge, Skills and Abilities:
Exceptional leadership and people skills with the ability to provide solutions and collaborate with Management and Member Services team.
Experience in member/customer service excellence and strong organizational skills.
Demonstrates a high level of attention to detail and accuracy in the accumulation and transfer of information.
Demonstrates discretion and adheres to confidentiality in handling delicate or complex situations.
Demonstrates a high level of initiative and self-management as well as collaborates within an active team in an ever-changing environment.
Proven track record of providing solutions when meeting everyday challenges of problem solving.
Knowledge of relevant software – MS Office Suite, Membership Database Management, Spreadsheets, E-mail, Internet, Social Media.
Appreciation and understanding of agriculture in Ontario.
Working Conditions:
Works in an office environment at OFA Guelph office (200 Hanlon Creek Blvd.) with flexibility for off-site meetings when required.
Participation in virtual meetings (video, conference call).
Usually works a standard 35-hour work week, Monday to Friday.
May be required to work some overtime hours to attend meetings or meet annual obligations during specific periods of member relations cycle.
May experience tight deadlines and stressful conditions at times.
Spends a frequent amount of time sitting and looking at a computer screen.
Required to maintain high levels of concentration and attention to detail for extended periods. May deal with conflict and member relations issues causing stress at times.
Must be able to manage frequent interruptions and multiple tasks daily.
Benefits & Remuneration:
Annual Salary: range $72,000 – $85,000/yr.
Hours of work: 8:30 a.m. to 4:30 p.m., Monday to Friday. (35-hours) Onsite
- 1-hour meal break (lunch)
Benefits: OFA’s group benefit program – become active three (3) months following start date.
- Health care
- Dental care
- Vision care
- Disability insurance (employee paid)
- Family Employee Assistance Program (FEAP)
- Casual dress, following policy
- Vacation allotment of 3 weeks (15-days) for contract
Sick time: Sick leave benefits earned/accrued monthly (12 per year/contract), and personal time as outlined and limited by policy.
Mileage Per/Km: Vehicle use will be compensated at a rate of 0.64 cents /km for work related mileage when applicable.
COVID-19 considerations
In accordance with OFA’s COVID-19 Vaccine policy, new employees are required to be fully vaccinated, (valid medical or Ontario Human Rights Code exemptions permitted), against COVID- 19 as a condition of employment.
We are an equal opportunity employer and welcome diversity within our workforce. In accordance with the Accessibility for Ontarians with disabilities act, 2005 and Disabilities Act of Canada, upon request, accommodation will be provided throughout the recruitment, selection and/or assessment process to applicants with disabilities. You may reach out to request an accommodation via email: hr@ofa.on.ca or Phone: 519-821-8883 Ext.282.
Applicants must submit their cover letter and resume, in confidence, to the Attn: Human Resources no later than October 18, 2024, by 4 pm. directly to hr@ofa.on.ca . Late applications may not be accepted.
We wish to thank all applicants in advance for their interest; however, only those who will be considered for an interview will be contacted. We are an equal opportunity employer and welcome diversity within our workforce. In accordance with the Accessibility for Ontarians with disabilities act and Disabilities Act of Canada, upon request, accommodation will be provided throughout the recruitment, selection and/or assessment process to applicants with disabilities. You may contact hr@ofa.on.ca or call 1-800-668-3276 for any requests.
Application deadline: October 18, 2024
Expected start date: November 4th – 12th, 2024