Membership Services Coordinator

Canadian College of Health Leaders; Ottawa; On-site; CAD 50,000 - 55,000; Full time

Job summary

The Canadian College of Health Leaders is seeking a Membership Services Coordinator to onboard new members, maintain data, and manage the annual renewal cycle. You will serve as the primary contact for members and collaborate with internal teams to deliver an exceptional member experience.

The role administers the Wicket platform plug-in, processes applications and payments, and generates reports. Fluency in English and French is required; based in Ottawa within a collaborative team.

Qualifications

• Minimum 2 years of experience in membership services, customer service, administration, or related fields.
• Experience managing databases, CRM systems, or member management platforms; experience with Wicket is an asset.
• Strong proficiency with Microsoft Office 365 (Excel, Outlook, SharePoint), reporting tools and email marketing platforms such as Constant Contact.
• Experience processing payments, managing financial transactions, and maintaining accurate records.
• Excellent communication and interpersonal skills, with the ability to engage professionally with members, partners, and colleagues.
• Strong organizational and time management skills, with the ability to manage multiple priorities while maintaining attention to detail.
• Strong problem-solving skills.
• Ability to work independently and collaboratively within a team environment.
• Bilingualism (French and English) is required.

Responsibilities

• Serve as the primary point of contact for prospective and current members via phone, email, and virtual meetings.
• Guide new members through onboarding, including account activation, profile completion, and orientation to member benefits and platforms.
• Respond to inquiries related to membership categories, benefits, renewal processes, payments, and account access.
• Provide outreach to members to support them throughout their membership lifecycle.
• Coordinate and execute the annual membership renewal process across all categories.
• Conduct outreach to encourage timely renewals and address questions or barriers.
• Track renewal progress and identify at-risk members for targeted follow-up.
• Collaborate with internal teams to align renewal messaging and processes across platforms.

Skills

CRM systems

Wicket

Excel

SharePoint

Constant Contact

Payments processing

Communication skills

Organizational skills

Bilingual (English & French)

Education

Certificate or degree in administration, business, communications

Tools

CRM systems

Job description

Reporting to the Vice-President, Membership & Marketing, and working collaboratively with a diverse team across the Canadian College of Health Leaders (CCHL), the Membership Services Coordinator supports the College’s members, partners, and internal teams through the delivery of high quality membership services. The Coordinator plays a central role in onboarding new members, maintaining accurate member data, managing the annual membership renewal cycle, and ensuring an exceptional member experience.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES

Membership Onboarding & Customer Service

• Serves as the primary point of contact for prospective and current members, providing timely and professional support by phone, email, and virtual meetings.
• Guides new members through the onboarding process, including account activation, profile completion, and orientation to member benefits and platforms.
• Responds to inquiries related to membership categories, benefits, renewal processes, payments, and account access.
• Provides outreach to members to ensure they are supported throughout their membership lifecycle.

Membership Renewal Cycle Management

• Coordinates and executes the annual membership renewal process for all membership categories, following the established yearly cycle of membership tasks.
• Conducts outreach to members, including email communications, reminder notices, and direct phone calls, to encourage timely renewals and address questions or barriers.
• Tracks renewal progress, identifies at risk members, and implements targeted follow up strategies.
• Collaborates with internal teams to ensure renewal messaging, timelines, and processes are aligned across platforms and communication channels.

Member Database & Platform Administration

• Administers the Wicket member data platform’s membership plug-in and functions, ensuring accurate member records, profile updates, and data integrity.
• Acts as a point of contact for “membership” with the member data platform vendor, managing troubleshooting tickets, coordinating resolutions, and meeting regularly to review system performance, enhancements, and operational needs.
• Processes membership applications, renewals, cancellations, and payment transactions, working in tandem with the finance and accounting team.
• Manages user access, account troubleshooting, and platform navigation support.

Data, Reporting & Documentation

• Generates membership reports, dashboards, and analytics using Wicket, Excel, and other reporting tools to support decision making and performance monitoring, and as required.
• Tracks key metrics and analytics (conversion rates, etc) and assists in budgeting and forecasting.
• Maintains accurate records, membership tracking documents, and operational records.
• Contributes to the development and continuous improvement of membership processes, procedures, and guidelines.
• Supports internal teams by providing data extracts, membership insights, and documentation as required.

Communications & Engagement Support

• Manages membership related email communications calendar, including onboarding messages and renewal notices.
• Supports the coordination of member onboarding and engagement activities, including personalized communications for cohort-based membership registrations.
• Coordinates the College’s membership and information email accounts.

Administrative Coordination

• Participates in planning meetings with internal teams and external partners to support membership operations and engagement initiatives.
• Maintains membership calendars, timelines, and task schedules across Outlook and SharePoint.
• Provides internal support to team members, including technical troubleshooting, document preparation, and coordination of membership related tasks.
• Contributes to continuous improvement initiatives aimed at enhancing member experience and operational efficiency.

QUALIFICATIONS

Skills and Experience

• Minimum 2 years of experience in membership services, customer service, administration, or related fields.
• Demonstrated experience managing databases, CRM systems, or member management platforms; experience with Wicket is an asset.
• Strong proficiency with Microsoft Office 365 (Excel, Outlook, SharePoint), reporting tools, and email marketing platforms such as Constant Contact.
• Experience processing payments, managing financial transactions, and maintaining accurate records.
• Excellent communication and interpersonal skills, with the ability to engage professionally with members, partners, and colleagues.
• Strong organizational and time management skills, with the ability to manage multiple priorities while maintaining attention to detail.
• Strong problem-solving skills.
• Ability to work independently and collaboratively within a team environment.
• Bilingualism (French and English) is required.

Education

• Certificate or degree in administration, business, communications, or a related field from a recognized college or university.

ACCESSIBILITY

The Canadian College of Health Leaders is committed to fostering an inclusive and accessible workplace. We encourage applications from individuals who are Indigenous, members of racialized communities, women, LGBTQ2S+ persons, persons with disabilities, and speakers of both of Canada's official languages. Accommodation is available upon request throughout the recruitment, selection, and employment process.

Applicants selected to participate in the hiring process will be advised that accommodations are available upon request.

Where an accommodation request is received, CCHL will consult with the applicant and make reasonable efforts to provide suitable accommodations.

Successful candidates will be informed of CCHL's policies and practices supporting employees with disabilities.

Salary: $50,000 to $55,000, commensurate with qualifications and experience.