Manager, Membership

---

Are you a creative, energetic, results-driven professional looking for an opportunity to showcase your strategic leadership skills in the areas of direct marketing, relationship management, sales and customer service? Consider joining the Ontario Science Centre and contributing to the organization's success and the growth of your skillset by leading the planning, delivery, growth and transformation of our critical membership program.

Guided by our mission to inspire passion for the human adventure of discovery, the Science Centre:
• engages visitors in lifelong learning
• is a vital link in the education and innovation ecosystems
• is a convener of public dialogue about science, technology and society
The Science Centre welcomes 900,000 visitors each year, and offers interactive experiences and insights into science and technology that help visitors of all ages understand and contribute to the world around us.

The Ontario Science Centre, part of the Ontario Public Service, offers:
• a progressive work environment that promotes a work/life balance
• flexible learning and development opportunities including online training and mentorship programs
• opportunities for career advancement and specialization through a wide range of career fields within both the Ontario Science Centre and the Ontario Public Service
• a dedicated approach to creating an inclusive and accessible work environment for all employees
• optional enrolment in a defined benefit pension plan and group benefits coverage

---

About the job

Reporting to the VP, Marketing and Strategic Communications, the Manager, Membership will:
• Develop and oversee membership program strategies and plans, including all related communications and marketing, sales/acquisitions, fulfillment, and customer service activities.
• Identify opportunities to transform the current membership program including innovative approaches to acquiring new members, maintaining strong relationships and retaining current members and expanding reach of the membership program.
• Set and achieve annual growth, revenue and net profit targets for the membership program.
• Lead and manage team to achieve results and deliver outstanding customer service to ensure the Centre builds ongoing relationships with our approximately 15,000 member households.
• Manage the department's staffing activities and provide instruction, guidance and feedback to team members

---

What you bring to the team

Leadership and Management Skills

• Strong management skills to lead an effective team in delivering results by coaching, motivating and developing staff
• Ability to foster an inclusive work environment with employees and stakeholders to strengthen engagement and promote innovation and creativity
• Extensive knowledge and skills in a leadership capacity in program and project planning and delivery
• Ability to provide leadership to facilitate ongoing change that supports program growth and department efficiency
• Understanding of/experience in human resource activities, practices and procedures including recruitment, performance management and labour issues management

Program Management and Delivery Skills

• Experience and expert knowledge in culture and tourism sector revenue generation including membership program development, evaluation and delivery.
• Program development and management skills to evaluate diverse direct marketing, sales/acquisition and customer service activities
• Knowledge of communications and design to deliver effective marketing programs and communications to members and prospects

Communication, Stakeholder and Customer Relations Skills

• Communication and relationship management skills to successfully build and maintain internal and external partnerships and to foster collaboration with a diverse range of customers and stakeholders
• Public relations and customer relations skills to respond appropriately to a wide range of complaints, inquiries and feedback from members and to oversee the delivery of effective customer service
• Demonstrated initiative, problem solving skills, risk management, sound judgment, diplomacy and customer service orientation in resolving customer relations issues
• Written communication skills to prepare reports, correspondence and briefing materials

Knowledge and Technical Skills

• Extensive knowledge and understanding of database, Point of Sale (POS), customer relationship management (CRM), and email systems as well as a range of computer programs required to manage a large membership/subscription program
• Financial Administration skills to forecast revenues, manage budgets, allocate and control financial resources, and evaluate programs/activities
• Analytical skills to determine trends in membership retention and growth and to create policy and business plans for short and long term program strategies

---

Additional information:

Note:

• T-SC-159312/21

---

Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.