Member Care & Program Engagement Specialist

Ontario Restaurant Hotel & Motel Association (ORHMA); Mississauga; Remote; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible virtual work environment

Professional development opportunities

Supportive team culture

Job summary

Ontario Restaurant Hotel & Motel Association (ORHMA) seeks a passionate Member Care & Program Engagement professional to strengthen member relationships and maximize benefit realization from ORHMA programs, services, and initiatives.

You will proactively engage members, guide program registrations, track engagement metrics, and support onboarding, renewals, and targeted outreach. This role emphasizes virtual collaboration with a flexible work environment.

Qualifications

• Proven experience in customer service, member relations, or program engagement.

Responsibilities

• Proactively engage members to boost awareness and participation in ORHMA programs and events.
• Guide interested members through program registration, participation, and follow-up steps.
• Identify and recommend ORHMA resources that address member business needs.
• Track engagement metrics to measure program effectiveness and inform improvements.
• Act as a primary contact for member inquiries, providing professional support.
• Facilitate member navigation of ORHMA benefits with internal experts when needed.
• Follow up to ensure member satisfaction and issue resolution.
• Support onboarding with welcome outreach to encourage early engagement.
• Implement re-engagement strategies for members with low participation.
• Collect member feedback to identify recurring needs and opportunities.
• Assist with membership renewal follow-up and utilization of benefits.
• Contribute to outreach campaigns and maintain accurate CRM records.

Skills

Customer service

Member relations

Program engagement

Communication skills

CRM software

Microsoft Office

Tools

CRM software

Job description

The Ontario Restaurant Hotel & Motel Association (ORHMA) is dedicated to nurturing a vibrant hospitality industry across Ontario, delivering exceptional value through comprehensive member services. We are seeking a passionate Member Care & Program Engagement professional to join our team. This vital role is central to strengthening our member relationships by ensuring they fully benefit from ORHMA’s extensive programs, services, and initiatives, thereby directly contributing to their success and our collective mission.

Key Responsibilities:

• Proactively engage members to boost awareness and participation in ORHMA programs and events.
• Guide interested members through program registration, participation, and follow-up steps.
• Identify and recommend ORHMA resources that address specific member business needs.
• Track engagement metrics to measure program effectiveness and inform improvements.
• Act as a primary contact for member inquiries, providing professional and solutions-focused support.
• Facilitate member navigation of ORHMA benefits, connecting them with internal experts or partners when necessary.
• Conduct consistent follow-up to ensure member satisfaction and resolution of questions.
• Support new member onboarding with welcome outreach to encourage early engagement.
• Implement re-engagement strategies for members with low participation.
• Collect valuable member feedback to identify recurring needs and opportunities.
• Assist with membership renewal follow-up and utilization of member benefits.
• Contribute to targeted outreach campaigns and maintain accurate CRM records for coordinated service.
• Collaborate with the Membership Operations & Engagement and Brand Engagement & Communications teams.
• Support member activities for ORHMA events, regional initiatives, and industry programs.
• Assist with member surveys and engagement reporting to enhance overall member experience.

Requirements & Qualifications:

• Proven experience in customer service, member relations, or program engagement, preferably within an association or hospitality environment.
• Exceptional communication skills, both verbal and written, with a warm and professional demeanor.
• Strong organizational abilities and attention to detail for tracking engagement and managing multiple tasks.
• Proficiency in CRM software and Microsoft Office Suite.
• Ability to work independently in a virtual environment while also collaborating effectively with a team.
• A genuine passion for the hospitality industry and commitment to member success.
• Proactive, problem-solving mindset with a focus on delivering value.

Benefits:

• Opportunity to make a significant impact on Ontario's hospitality industry.
• Flexible virtual work environment with occasional in-person team meetings/events.
• Supportive and mission-driven team culture.
• Opportunities for professional development and growth.