Full-Time Coordinator, Loyalty & Engagement
Job Description
TIFF is a charitable, cultural organization dedicated to presenting the best of international and Canadian cinema and creating transformational experiences for film lovers and creators of all ages and backgrounds in our home – TIFF Bell Lightbox. Our mission: To transform the way people see the world, through film.
TIFF is committed to embracing diversity and treating all individuals with respect, dignity and fairness by removing physical, social and economic barriers to participation.
We encourage you to reflect on the land that you are on, who the traditional keepers of the land are, what the treaty relationship is, or if it’s unceded territory. TIFF is located on the Treaty Lands and Territory of the Mississaugas of the Credit and the traditional territory of the Anishinaabe, the Wendat, and the Haudenosaunee. We are grateful to work on this land.
Coordinator, Loyalty & Engagement
Contract
Full-Time
Loyalty
Reporting to the Acting Manager, Loyalty & Engagement, the Coordinator, Loyalty & Engagement is responsible for supporting public-facing relations with TIFF Members; providing exceptional customer service support by telephone, email and in person for current, new and prospective Members; taking an active role in supporting the engagement of the Member base through targeted communications online and in-person initiatives; and supporting the conversion of Members to Donors.
RESPONSIBILITIES:
MEMBER SERVICE AND ENGAGEMENT
- As first point of contact for incoming Member communications, provide courteous & timely service to all current, new, renewing, and prospective Members via email, telephone, and in-person; and escalate any sensitive Member communications or interactions to the Manager, Loyalty & Engagement as appropriate.
- Lead on regular Member and donor thank you check-ins for high-level supporters.
- Act as Loyalty team representative at stewardship events and initiatives (e.g. Member screenings, Member Meet-Ups, etc.) as required.
PROJECT MANAGEMENT
- Coordinate the creation, distribution, and reporting of Membership engagement e-communications (e.g. pre-sale notices), as well as updating automated e-communications (e.g. welcome emails).
- Working with the Marketing team, coordinate and submit inclusions for TIFF’s The Weekly newsletter.
- Coordinate with teams to meet the production of Supporter events
- Lead on regular surveys and focus groups to gain Member insights and input.
MEMBER REVENUE GENERATION
- Lead on internal Membership and donation sales via email and telephone.
- Working with the Senior Coordinator, Loyalty & Engagement, support Membership campaigns as required.
- Communication / liaise with the Advancement Operations team as required (e.g. list pulls, account fixes, etc.)
- Working with the Loyalty & Engagement Managers, support cross-team giving opportunities.
REPORTING AND ANALYSIS
- Produce a weekly Member Feedback Report and analysis to identify areas of opportunity, improvement, and recommendations for program development
- Provide input for Membership program reporting on a quarterly and annual basis as required
- Stay up-to-date of current Loyalty trends (Membership and Individual Giving)
- Review and report e-communications analysis & learnings
CONTRACT START DATE:
- TBD – February 1, 2023
MINIMUM REQUIREMENTS:
- Experience in fast-paced Customer Service environments
- Experience with Membership / Loyalty programmes
- Experience with stewardship and fundraising events
- Proven ability to manage multiple tasks or projects
- Proficiency with mass-email systems such as Mailchimp; as well as familiarity with surveys, report analysis, and making recommendations are preferred.
- Proficiency in a fundraising CRM (e.g. Raiser’s Edge, Tessitura) and/or a ticketing system (e.g. Archtics, Vendini) is a strong asset
- Exceptional customer service and relationship building skills
- Exceptional organizational skills, along with a high level of professionalism
- Ability to manage competing priorities
- Excellent critical thinking and attention to detail
- Strong written and verbal communication
- Commitment to feedback, initiative, professional development, AFP Code of Conduct and Donor Bill of Rights
- Adaptable to a flexible work schedule including some evenings and weekends
How to Apply
HOW TO SUBMIT & APPLICATION DEADLINE:- All applications must be submitted online through TIFF’s Career Centre.
- Please upload your cover letter and resumé as one PDF, before the deadline of FEBRUARY 28, 2022.
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