Specialist, Member Engagement & Operations, MLSE LaunchPad (1-year contract)

TheSpecialistMemberEngagement&Operations(12-month contract to coverleave) will lead the strategy and execution ofourmembership toMLSELaunchPadprograms and events ensuring a seamless and impactful experiencefor our youth participantsand their families.The candidate will oversee all member-relatedinteractionscommunications and digital marketing campaigns while managing a team of part-time hourly staff.

You will work closely with the Manager of Technology & Digital Engagementtoimplement the proprietaryonline platform MLSE Scoreboardat MLSELaunchPad.Lastly thiscandidateis also responsible for leading the one-timespace usagesatMLSELaunchPad.This role oversees the intake and assessment of event space requests and partners with approved organizations to ensurethesuccessful planning and execution of events.

Key Responsibilities:

• Develop & Manage Member Experience:strategize implement andmaintainthe MLSELaunchPadmembership experience across all sites including membership structure roadmap benefits programming offers and support systems. Ensure that all initiatives align with long-term organizational goals.

• Team Leadership & Development:manage mentor and develop the Member Services Supervisor/Leads ensuring alignment with department priorities and individual goals. Provide coaching tailored development plans and performance feedback with a focus on quarterly KPIs and calibration discussions.

• Digital Content & Communication Strategy:oversee the creation and curation of digital content for member communications including newsletters program updates and internal databases. Ensure all content aligns with MLSELaunchPadsmessaging tone and brand style.

• Cross-functional Collaboration:workwith the Scoreboard team to improve digital tools and systemsin order tomeet long-term member services goals. Provide technical and strategic guidance on digital initiatives ensuring seamless integration and helpidentifyopportunities for growth and improvement.

• Leading One-Time Events Portfolio at MLSELaunchPad:coordinatewith external organizationsto use MLSELaunchPadforone-time event engagements with afocus onresource& financialplanning and safety considerations.

• Operational Leadership: oversee the daily operations of the MLSELaunchPadofficeand operational budgetsensuring smooth execution of all member services andMLSELaunchPadactivities. Support operational business initiatives tooptimizemember engagementservice delivery and staff efficiency.Including other duties as.

• Data & Reporting:analyze data and prepare reports on membership trends program participation and other key metrics. Use data to inform decision-making and improve member engagement strategies.

• Feedback & Research:design and deploy surveys to gather valuable member feedback insights and data to improve member experience initiatives. Extract and analyze member lists based on specific criteria for reporting and research purposes.

Yourea great fit for this job if:

• You have strong experiencemanagingacustomer serviceteam:You lead by example and are confident turning thinking into actionablesteps.You enjoy supportingmanagingand coaching an hourly staff team and adapting services based on ourcommunitysneeds.Your work aligns with all relevant policy and legislationincluding but not limited to workplace standards and policies the Occupational Health and Safety Act and the Accessibility for Ontarians with Disabilities Act.

• You are collaborative:You work well in a highly collaborative environment. You are ready to lead and to pitch in.Youreexcited to collaborate with partners and participants on projects both big and small.

• You are well-organized:You create efficient systems that enable you to work quickly solve problems proactively and produce exceptional quality work.Yourecomfortablecommunicating with various stakeholdershave a proventrack recordof performing well under pressure andmanage multiple priorities simultaneously.Youreconfident using tools like Microsoft office to support your productivity and are comfortable adapting to changing priorities as needed.

• You are community-minded:You have good understanding of the communities we serve and aspire to createequitableopportunities for participation. You have familiarity with applying anti-oppressive and anti-racist principles to your work and engage in continued learning in these areas.

• You are a clearconfidentand thoughtful communicator:You have strong verbal and written communication skills. Youare comfortable working across partners participants and community members of varying ages cultural backgroundsand lived experiences. You engage both internal and external stakeholders in ways that invite their insights and report on workthat supportstransparency and accountability.

Extra things that can support your application:

• You have experience in leading a portfoliofocused on improving customer or member serviceexperience.

• Youare able towork some evenings weekends and/or holidays based onrequirements.

Please note:

• please apply by Wednesday February11that 11:59 pm.

• thisisa 1-yearcontractwith benefitsto cover for aleave.

• aclearVulnerable Sector check is a requirement for the finalistbefore they start