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10 Dec 2021

Full-Time Coordinator, Loyalty & Engagement

TIFF Careers – Posted by TIFF Careers Toronto, Ontario, Canada

Job Description

Coordinator, Loyalty & Engagement

Contract 

Full-Time

Loyalty

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.

We are currently hiring for the position of:

Coordinator, Loyalty & Engagement

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.
  • 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.
  • Lead on regular Member and donor thank you check-ins for high-level supporters.
  • Lead on regular surveys and focus groups to gain Member insights and input.
  • Act as Loyalty team representative at stewardship events and initiatives (e.g. Member screenings, Member Meet-Ups, etc.) as required.

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 DATES OR START DATE:

  • January 10, 2022 – February 1, 2023

MINIMUM REQUIREMENTS:

  • Experience in fast-paced Customer Service environments
  • Experience with Membership / Loyalty programmes
  • Experience with stewardship and fundraising events
  • 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
  • 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 December 31, 2021. 
CLOSING: We thank everyone who applies for their interest, but only candidates selected for an interview are contacted.  Candidates must be legally able to work in Canada at this time.TIFF regrets that it is unable to sponsor employment Visas; however, TIFF considers and welcomes individuals on time-limited Visa status for this position. For consideration to those on time-limited Visa status, your Visa must allow you to complete the full contract. Please send any questions via e-mail only to careers@tiff.net. TIFF is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and where every employee has the opportunity to realize their potential. As such, we welcome and encourage applicants who identify as racialized persons, Indigenous persons, persons with disabilities, and persons across the spectrum of sexual orientation and gender identities. If you are a person with a disability and require accommodation and/or assistance during the application process, please contact us in advance at careers@tiff.net or 416-599-8433 x2013. We strive to provide reasonable accommodations whenever requested.  

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: Not Disclosed.

Job expires in 47 days.

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