The Vancouver Island Construction Association is a not-for-profit association that advocates and fosters resiliency, excellence and prosperity for the construction community on Vancouver Island, the Sunshine Coast and throughout partnerships with additional areas of British Columbia. We are there to support and serve the construction community in the Industrial, commercial and institutional areas of construction. We promote a greater understanding of the construction industry to policy and decision-makers, and the value it holds within the communities we serve and live in. We are making strides in the industry with programs like Construct Your Future (youth employment program) and the Tailgate Toolkit (addressing mental health and substance use in the construction industry), Women in Construction, and the Young Builders Network, and have developed a fantastic training program aimed at creating gold standard practices and work in the construction industry.

JOB SUMMARY                                                             

Reporting to the Director of Operations, the Manager of Member Services is responsible for all aspects of membership, including onboarding new members, communicating with existing members, maintaining the member Database, and working with the Manager of Workforce Development & Engagement (MWE) on strategic initiatives. The Manager of Member Services is the primary point of contact for members, answering inquiries, resolving issues, and providing excellent customer service, ensuring member satisfaction and retention.

WHO ARE YOU?

You are first and foremost a self-starter, someone who is well organized, resourceful, and has a positive attitude when tackling projects, excellent interpersonal and communication skills and is comfortable liaising effectively with stakeholders and members and getting to know them and their business well. You are a people person and enjoy working both with people in the office and in remote locations, but also love your autonomy and independence (and are capable of working with minimal supervision). You thrive in an environment that encourages you to be adaptable, flexible and versatile (because no day is the same in this position), and look forward to getting to interact with new and existing construction industry professionals each day. You are someone who can think strategically and outside the box, and enjoy having the freedom to create new efficiencies and systems that will benefit both the office and member experience. Lastly, you live and breathe customer service and understand what it takes to provide top-quality member services (and excel at it, too).

KEY RESPONSIBILITIES                           

• Work with the CEO and COO to develop a member retention strategy.

• Contribute to the strategic management of member services

• Integrate and onboard new members

• Provide new member check-ins

• Create and distribute new member Kits

• Ensure Members and BidCentral renewals are up to date

• Provide ongoing member support -conduct member meetings to assess the needs of member companies

• Conduct exit interviews with non-renewing members

• Member record management in VICA’s CRM, ensuring all data is accurate/current, and available for use by other departments

• Provide quantitative and qualitative reporting on all aspects of membership, including reporting on key metrics related to membership

• Have a thorough understanding of all programs and services that VICA offers for prospective members and the value of being a VICA member. 

• Provide leadership, guidance, and support to VICA’s volunteer committees

• Manage the associations Member Save Program – the goal of the program is to incentivize membership and provide value to members, fostering loyalty and engagement

• Create engaging and shareable content (text, images, videos) for various social media platforms

• Manages the day-to-day operations of the Nanaimo office

• Facility management for Nanaimo premises

• Other administrative duties as assigned

QUALIFICATIONS

• Degree or Diploma in Business Administration and 3-5 years’ experience cultivating business relationships and a proven track record providing excellent member experiences

• Strong organizational skills with the ability to manage multiple tasks to meet firm deadlines

• Outstanding interpersonal skills and the ability to communicate comfortably, courteously, tactfully and effectively with a wide range of internal and external contacts, including members, leadership, sponsors, vendors and partnering organizations on the phone, via email and in person

• Must have experience with a CRM platform; a plus if experience includes a CRM for a membership association or nonprofit

• Demonstrated proficiency with MS Office (Word, Excel, PowerPoint) and an openness to learn and work with new technology

• Ability to travel throughout Vancouver Island. A valid driver’s license and a reliable vehicle are required.

• Awareness of construction industry trends, local construction labour market information, and key projects within the region

• Skills to prioritize, set, and meet deadlines while working on multiple projects and tasks, maintaining a high level of accuracy

SKILLS AND ABILITIES

• Behave ethically and ensure behaviour is consistent with VICA’s values and principles.

• Solutions-oriented with a result focus

• Great attitude, strategic thinking, resourceful

• Have excellent communication skills

• Establish and maintain positive relationships with a wide range of stakeholders

• Be organized, be able to work independently and as part of a team

• Be adaptable, flexible, versatile and tolerant in a changing environment

• Have a service orientation and be committed to member satisfaction

COMPENSATION

• $60,000 to $65,000 annual salary

• Full extended benefits

• Paid vacation & sick time

This position is an in-office position at the Nanaimo Office and includes lots of interaction with employees, management, VICA members, stakeholders, and the public. This position requires a flexible schedule with the potential for evening, weekend, and/or early morning shifts, as well as paid travel within Vancouver Island, namely Victoria.  

To apply, please send your resume and cover letter to careers@reimaginework.ca with the subject line ‘Manager of Member Services’. We thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.

The Vancouver Island Construction Association is an equal opportunity employer. We value diversity and do not discriminate based on race, color, religion, gender, sexual orientation, national origin, genetics, disability, age, or veteran status.