JOB POSTING: MEMBER SERVICES LEAD

Full Time
Canada
Remote: The Dancer Transition Resource Centre (DTRC) is seeking a passionate, motivated, and experienced individual to lead the organization’s membership services. Working collaboratively with the Executive Director, the Member Services Lead will be responsible for administering various aspects of the organization’s membership programs and services within the set guidelines and policies. We are looking for someone who connects deeply with DTRC values and culture and has a strong commitment to supporting the career development of dance artists from a wide spectrum of dance genres and communities. The ideal candidate will have an interest in, and understanding of, professional dance from a range of dance practices and cultures, particularly within equity-deserving groups. Strong French language skills are required.
Posted 2 days ago
$52,000 – $58,000
Deadline: June 30, 2025
Closes: June 30, 2025

Dancer Transition Resource Centre (DTRC)

Website

Contents
Description
Position Details
Pay and Benefits
Qualifications and Experience
Application Process

Description

OVERVIEW
Reporting to the Executive Director, the Member Services Lead is the DTRC’s point person for all member-related activity, providing direct front-line member support on a daily basis to members across all regions (ideally in both English and French). The Member Services Lead manages the Dancer Award Fund (Grants & Special Awards) and Counselling Program (Roster & Counsellor-of-Choice Streams), with support from the Member Services Administrator, Director of Operations and the Member Services Committee (comprising multiple staff members). As part of DTRC’s small permanent staff, the Member Services Lead is a key team player and also collaborates on other organizational strategies and activities including Learning Programs, Fundraising, Outreach & Engagement, and Special Projects.

Member Care
• Respond to member and non-member inquiries in a timely and empathic manner, upholding DTRC’s confidentiality policy and other communications and EDIA wise practices.
• Manage and document all member and non-member correspondence and inquiries using shared communications/tracking records and/or SUMAC database.
• Provide specific stewardship for members requesting/applying for Counselling, Skills, Career Exploration, Study and Subsistence Grants and Special Awards.
• Provide support and guidance to Member Services Committee staff and Regional Representatives in responding to member inquiries.

Programs & Services
• Implement, manage and maintain DTRC’s member services, benefits and programs including the Dancer Award Fund (Grants & Special Awards) and Counselling Program (Roster & Counsellor-of-Choice Streams) and other member benefits as relevant, ensuring consistency, transparency, rigour and efficiency.
• Intake, assess against criteria and prepare all regular grant applications for review by Member Services Committee and all Special Awards for review by Special Awards Committee (assisted by Member Services Administrator).
• Convene and lead Member Services Committee and Special Awards Committee in review of all grant applications according to established policies and rubrics, track committee comments and
communicate results, ensuring fair and equitable decision-making process.
• Intake member inquiries for counselling on a weekly basis, liaise with counsellors as required, and promptly provide appropriate support from DTRC’s counselling roster, or review and
approve members for reimbursement in the counsellor-of-choice stream (assisted by Member Services Administrator).
• Research and engage career advisors for external review of grant applications; Research, approve and onboard new counsellors for DTRC roster where needed.
• Regularly track and report on membership and member programs and services, both qualitatively (trends, stories, etc.) and quantitatively (statistics, etc.) as required. Organizational Collaboration
• Collaborate on organizational activities including Learning Programs, Fundraising, Outreach & Engagement, and Special Projects.
• Represent DTRC in person and digitally at relevant events, gatherings, conferences, performances; attend or hold meetings, give talks or presentations about or on behalf of DTRC at identified venues as relevant and applicable.
• Participate in relevant weekly Committee Meetings, weekly Staff Meetings and occasional board and board committee meetings as required.
• Provide support to Executive Director, Director of Operations, staff and representatives, and interns as required to ensure fluid and efficient implementation of organizational activities.

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Qualifications and Experience

Required Qualifications and Experience:

• Proven experience in membership management or customer service, preferably in a nonprofit/charity or member-based organization. • Minimum 3-5 years of experience in related arts administration role. • Exceptional ability to cultivate interpersonal relationships through empathy and active listening, build trust and maintain professional, ethical boundaries. • Exceptional communication skills (verbal and written), and strong negotiating skills with a demonstrated ability to lead teams and to facilitate effective collaboration with staff, committees, interns, and volunteers. • Strong critical thinking and ability to develop, uphold and maintain organizational policies and precedents in decision-making. • Strong organizational and time management abilities; consistently able to prioritize multiple tasks and meet deadlines. • Ability to develop, uphold and follow established organizational processes and procedures with rigour and consistency. • High level of accuracy and attention to detail in data management, data entry, record-keeping, and reporting. • Team player with the ability to take independent initiative and maintain self-discipline/self-motivation to see projects through in a digital/hybrid work environment. • Strong proficiency in Microsoft Office 365, including Excel, Word, Sharepoint, Outlook, and Teams; familiarity with Zoom and other online communications tools.

Preferred Qualifications and Experience:

• Proficiency in using CRMs, member databases (e.g. SUMAC or similar platforms). • Experience developing or improving membership processes, onboarding systems, or renewal campaigns. • Knowledge of the Canadian dance community and the realities of the dance profession strongly preferred. • Knowledge of the Canadian arts sector and realities of not-for-profit organizational context an asset. • Bilingualism (English/French) strongly preferred. • Facilitation, counselling, coaching, mentoring or similar experience considered an asset. • Experience as a professional dancer/artist considered an asset.

To apply, please visit dtrc.ca.

Please submit your resume and a cover letter to [email protected].