Senior Coordinator, Member Engagement

This is a Full Time Job

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 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 Manager, Membership Experience, 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. They will take an active role in mapping planned engagement of the Member base through targeted communications online and in-person initiatives; and supporting the conversion of Members to Donors

RESPONSIBILITIES:
• 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 management as needed.
• Lead on internal Membership and donation sales outreach and thank you touchpoints via email and telephone
• Act as Loyalty team representative at stewardship events and initiatives (e.g. Member screenings, Member Meet-Ups, etc.) as required.
• Support administrative activities of Leadership concierge including outreach, package mailing, internal orders, and feedback
• Map and create seasonal engagement opportunities including contesting, giveaways, and social activities
• Working with the Marketing team, coordinate and submit inclusions for TIFF’s Member Close-up and Weekly newsletters
• Coordinate with teams to meet the production of Supporter events
• Lead on regular surveys and focus groups to gain Member insights and input.
• Lead production of email communications via Mailchimp when needed
• Produce a weekly Member Feedback Report and analysis to identify areas of opportunity, improvement, and recommendations for program development

JOB GRADE & SALARY:
• Job Grade 2
• $45,000 - $57,0000

TARGET CONTRACT DATES:
• January 27, 2025 start

WORK LOCATION:
• Office Location: 350 King Street West, Toronto, ON M5V 3X5
• Weekly in-office requirements:
• Minimum 2 days (November to May)
• Minimum 3 days (June to October)
• Adaptable to a flexible work schedule including some evenings and weekends
• Festival Office Requirements: Full Time during Festival

MINIMUM REQUIREMENTS:
• Experience in fast-paced Customer Service environments
• 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.
• Experience with Membership / Loyalty programmes is a strong asset
• Proficiency in a fundraising CRM (e.g. Raiser’s Edge, Tessitura) and/or a ticketing system (e.g. Archtics, Vendini) is a strong asset
• Ability to manage competing priorities and deadlines
• Ability to work across teams and departments
• Polite and courteous manner with external stakeholders
• Exceptional customer service and relationship building skills
• Exceptional organizational skills, along with a high level of professionalism
• 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
• This position requires being in office on a regular basis.

HOW TO SUBMIT & APPLICATION DEADLINE:
• All applications must be submitted online through TIFF’s Career Centre.
• Please upload your cover letter and resumé as PDF(s), before the deadline of January 20, 2025

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. We strive to provide reasonable accommodations whenever requested.