What were looking for : The Canadian Institute of Planners (CIP) is looking for an experienced and detail-oriented Specialist, Member Services who will bring their positive energy, expertise, and willingness to further their skills to our national not-for-profit organization as we continue to implement our Strategic Plan. A full description of the role can be found further below. What we do: CIP is a member-based organization that works on behalf of planning professionals and students across Canada. Our members work on many important issues, from planning new communities and public spaces to expanding public transit and bike paths (and much more!). As such, our organization is involved in conversations on how to support aspiring planners on their career journey, as well as policy issues related to climate change, healthy communities, housing, and what it means to support reconciliation and equity, diversity and inclusion in our communities. Who we are: CIP is strongly committed to a diverse, inclusive, and accessible workplace and strives to maintain a collaborative work environment that fosters personal and professional growth for all employees. Where we are: Due to the collaborative nature of this role, the Specialist, Member Services will be a hybrid employee and expected to be in the CIP office in person, in downtown Ottawa, a minimum of two (2) days per week. CIP respectfully acknowledges that our office is located on the unceded territory of the Anishinaabe Algonquin Nation. CIP values the ongoing stewardship of all First Nations, Inuit, and Mtis peoples. What were offering: Compensation for this position is $60,000 - $70,000/year, commensurate with experience, plus the following enhancements: A comprehensive benefits package (Extended Health, Dental, Life Insurance, AD&D, LTD, and Employee and Family Assistance Program) all premiums paid by CIP except for LTD (LTD premium to be paid by employee) An RRSP/TFSA contribution matching program up to 5% of gross salary Generous vacation entitlement 18 paid days/year, plus additional non-statutory holidays Generous personal leave (for illness, family emergencies, etc.) up to 12 paid days/year Professional development opportunities Hybrid office work environment, with flex-time option as per CIP policy How to apply: If you are interested in working collaboratively with the CIP team plus our members and partners across the country, wed love to hear from you. Applicants are asked to submit a single PDF document to which includes: A cover letter addressing the duties, skills and abilities, and hard qualifications for the position, explaining why you are well suited to the position A detailed C.V., including a summary of relevant knowledge and workplace experience We thank all who apply; however, only those selected for an interview will be contacted. No follow-up emails or phone calls, please. CIP is strongly committed to a diverse and inclusive workplace. CIP welcomes applications from those who will contribute to the diversity of our community. All qualified candidates are encouraged to apply; however, Canadian citizens and permanent residents will be given priority. Position Summary The Specialist, Member Services provides key support to CIPs overall membership objectives. This includes coordinating CIPs member recruitment, retention and engagement programs, assisting with providing exceptional membership value, and contributing to the maintenance of strong relationships with the Canadian planning professions Provincial and Territorial Institutes and Associations (PTIAs). Reports To Manager, Member Engagement Also Works Closely With Specialist, Recognition and Member Engagement, Coordinator, Communications, PTIAs, members, database service provider Connection to Strategic Plan This position strongly aligns with the Institutes mission to support our members and to add value to the larger Canadian planning ecosystem. Key Responsibilities Major areas of responsibility within the portfolio include, but are not limited to: Strategy and Processes Works with the Manager, Member Engagement in the execution of the membership services strategy, in alignment with the Strategic and Operational Plans Proactively proposes new and unique ideas and experiences to support CIPs membership and subscriber strategy Assists with the development of templates and processes to capture corporate knowledge, best practices, and document membership procedures Member Support Replies to requests for information from members and non-members, and processes membership applications, renewals, and payments Aides in coordinating CIPs annual membership renewal process Aides in coordinating annual member surveys, regular exit surveys, special surveys, and their reports Assists with CIPs educational programs and other career-enhancing programs (e.g., National Job Board) Assists with other CIP member programs (e.g., Plan Canada subscriptions, MCIP stamps and seals, etc.) as needed Outreach Assists in developing strategies and distributes materials to promote membership value to current and prospective members (e.g., membership kits) Coordinates the CIP student liaisons and outreach Coordinates with lead staff on CIP-PSTF, as needed, to connect their programs and opportunities with CIPs outreach strategies Maintains and supports CIPs relationship with the Professional Standards Board Works with the Communications Team to ensure the membership sections of the CIP website are up to date in both official languages, ensuring clarity of content and value to members and subscribers Represents CIP at events as needed Association Management System (AMS) Maintains and updates membership data Develops and maintains processes, procedures, and training materials for the AMS that supports CIP and approved PTIA users Works with the Manager, Member Engagement to track and monitor membership and event invoices and payments Responsible for maintaining the correct fees, taxes, and billing items within the AMS Leads in troubleshooting database issues and coordinates solutions with software provider Leads in the collection, assessment, and implementation of change requests Supports the Manager, Member Engagement to review AMS invoices and divide costs based on PTIA involvement Identifies database gaps/needs and potential improvements to ensure an excellent user experience for both members and administrators Coordinates the AMS working group alongside the Manager, Member Engagement Reporting Tracks membership statistics and creates standing reports in the AMS Assists the Manager, Projects and Events, by importing and tracking CPL data and communicating updates to PTIAs and members Maintains and reports on new MCIPs (including update of communication products and ensuring digital badges are issued) Monitors and supports CIPs membership benefits programs, and provides reports as needed (e.g., participation rates in The Personal) Leads in providing all necessary reporting on Professional Liability Insurance Contributes to reports to the Board of Directors and other groups as needed Supports data related projects related to member benefits and engagement programs (e.g., CIP Digital Program) and is responsible for annually reviewing and updating badges and lists Assists in the collection of data for KPIs and other metrics Administration Maintains appropriate processes, files, databases, and correspondence required for membership and the CIP office operations Works with PTIAs on shared membership initiatives and services, as documented in partnership agreements Assists in supporting committees, programs, and projects, as required When needed for coverage during leave, manages CIPs admin e-mail account, responding to inquiries, and redirecting messages to appropriate staff Qualifications: The ideal candidate will have the following experience, skills, and competencies: Experience College diploma or university degree, or equivalent experience in member engagement, customer service, business administration, or nonprofit management Administering member services, customer relations, and administrative support within national membership-based organizations Handling member inquiries, managing databases, and coordinating programs to support membership retention and satisfaction Knowledge and Skills Strong communication skills (verbal and written) to engage with members effectively High degree of computer literacy (Microsoft 365) Understanding of customer service principles and conflict resolution techniques Organizational and time management skills to handle multiple tasks efficiently Strong problem-solving, multitasking, and relationship management skills Attention to detail and accuracy in handling member records and transactions Familiarity with member-based organizations is an asset Knowledge of customer relationship management systems (CRM) and/or association management system (AMS) Basic knowledge of event coordination and program administration Understanding of data management, reporting, and member analytics Knowledge of professional planning or nonprofit sectors (an asset) Fluently bilingual (French and English; spoken and written) Competencies Committed team player with a focus on efficiency, responsiveness, and delivering exceptional support Detail-oriented with a passion for enhancing member experiences, streamlining processes, and fostering engagement Adaptable, with a willingness to learn and try new things Creative, organized, and able to work independently Excellent communication and organizational abilities with a proactive approach to service improvement Keen interest in following new trends, tools, and best practices in membership recruitment, retention, and engagement This position may require travel to CIPs annual national conference and provincial and territorial events. The Specialist, Member Services may be asked to work in the office more often in the lead up to this busy period.
Job Title
Specialist, Member Services (Bilingual)