Manager, Engagement and Programs (Contract)
CPA Ontario is currently in search of a Manager, Engagement and Programs who will champion a student and member-centric culture across our organization. Supporting member and student programs, you will drive engagement which includes the Affinity/Member Benefit strategy and programs, province-wide regional association chapters and member job boards.
Reporting to the Director, Member and Student Experience, you will support the Net Promoter Score (NPS) program, continuously look for ways to improve the member and student experience across journeys and be the voice of our members and students. As a key member of the team you will also manage key partner relationships, assess and evolve the current benefits offering and create and launch new premium benefit offerings that will grow and support the Member and Student Assistance Program.
What You’ll Be Doing:
Supporting execution of the NPS program with key internal and external partners by coordinating with the program vendor, compiling inner and outer loop survey feedback and action plans, mining and understanding feedback to identify opportunities for improving the member and student experience, assessing verbatim commentary, and preparing Executive Steering Committee presentations.
Continuously seeking ways to optimize and improve Member and Student programs and offerings which includes the Affinity/Insurance strategy, the job board digital platform (e.g., managing a large budget, marketing campaigns, communication strategy, vendor relations, etc.), the Tax Program, and the Assistance program.
Collaborating with internal partners and Regional association Presidents across Ontario and third-party providers to organize member events, highlight program benefits and create and launch new premium benefit offerings.
Partnering with stakeholders to champion member and student-centricity in benefit programs and consolidating informal and formal feedback programs.
Working together with third-party service providers to ensure survey data, feedback system and reporting/dashboards are captured accurately and structured in a meaningful manner.
Analyzing and synthesizing data to determine areas of focus and opportunity.
Staying current with new “experience” trends, best practices, and technologies.
Who You Are:
A post-secondary graduate with minimum 3 years of related work experience in program management including managing feedback programs such as Net Promoter Score, Customer Effort Score, and/or other customer satisfaction programs. Previous experience working for a professional services organization, accounting firm, or not-for-profit is an asset.
Digitally fluent with MS Word, Excel (advanced) and Powerpoint. Experience with Salesforce CRM and Marketing Cloud is preferred.
Extremely organized with proven time management skills, as well as a proven ability to plan, multi-task, prioritize, problem solve and implement and execute projects in a fast-paced environment with competing deadlines.
A strong communicator (verbally and written) with excellent interpersonal, presentation, relationship building, customer service and negotiating skills.
An entrepreneurial spirit with a strong business acumen who can quickly grasp complex business issues.
Comfortable understanding, organizing, and interpreting data with a proven ability to transform the data into actionable insights.
A critical thinker with strong reasoning and analytical skills; demonstrated ability to structure thinking into a logical flow and sequence that’s easy for others to understand.
What We Offer:
Aâ€¯fast-pacedâ€¯environment.â€¯Collaboration,â€¯innovationâ€¯and passionateâ€¯professionalsâ€¯are at ourâ€¯core.â€¯Weâ€¯relentlesslyâ€¯pursueâ€¯what’sâ€¯nextâ€¯to unlock the full potential of you and usâ€¯together.â€¯
Flexibleâ€¯work environments.â€¯As part of our Hybrid work culture, weâ€¯provideâ€¯flexible, remoteâ€¯work options to support you inâ€¯your career, in addition to in-office teamwork and collaboration.
Diversity and inclusion.â€¯We recognizeâ€¯the value in our differences and prioritize inclusivity to bringâ€¯together the best talent to protect the public, advance the profession and enable CPAs to lead business and society forward.â€¯
Ongoing learning andâ€¯career growth.â€¯We want your career to skyrocket. We support unlimited careerâ€¯advancement and professional developmentâ€¯opportunitiesâ€¯with learning investments toâ€¯promote your future growth.â€¯Thrive with us.â€¯
Focus on your well-being.â€¯With industry leading benefits and wellness programs, including a healthyâ€¯lifestyle allowance, mental health resources and more, we’re committed toâ€¯your well-being.
Who We Are:
We protect the public. We advance the profession. We enable CPAs to lead business and society forward. We ensure that our 100,000 members and 21,000 students meet the highest standards of integrity and expertise. We help them stay ahead of global market trends and abreast of regulatory change. CPAs represent a globally recognized, premium designation. Our Chartered Professional Accountants are valued by organizations in all industries for their financial expertise, strategic thinking, management skills and leadership. We believe that success happens when both business and society benefit. For information on the profession visit: cpaontario.ca.
We Appreciate Your Interest In CPA Ontario And This Position:
At CPA Ontario, we are committed to building high-performance teams. Our selection process is thorough, and all candidate applications are reviewed. Should your qualifications and experience meet the requirements of this role, a member of our recruitment team will contact you. We encourage you to set up CPA Ontario job alerts for positions that align to your experience and career goals.
CPA Ontario is an inclusive employer. Accommodation is available under theâ€¯Ontario Human Rights Code. Ifâ€¯youâ€¯requireâ€¯aâ€¯disability-relatedâ€¯accommodationâ€¯to participate in the recruitment process, pleaseâ€¯emailâ€¯firstname.lastname@example.org withâ€¯“Accommodationâ€¯Required” in the subject line to provide your contact information. A member of the Recruitment team will contact you within 48 hours.