Member Engagement Co-ordinator (Permanent Fulltime)

Transcription

1 September 2017 POSITION DESCRIPTION Member Engagement C-rdinatr (Permanent Fulltime) LOCATION: REPORTS TO: New Zealand Veterinary Assciatin Natinal Office, 44 Victria Street, Wellingtn Head f Cmmunicatins and Engagement BACKGROUND The NZVA has an ambitius and exciting strategic visin fr the veterinary prfessin t psitively influence the cllective wellbeing f animals, peple, and the envirnment. In ding s, the prfessin can help make a better New Zealand and ptentially a better wrld. The strength f the prfessin lies in ur members - highly skilled veterinarians wh wrk in a range f industries thrughut the natin and bring knwledge and insight wherever we share ur lives and envirnment with animals, fr example, agriculture and farming, fd and fibre prductin, cmpanin animals and hrses, and wildlife. The NZVA s rle is t deliver visin and vice fr the prfessin, and value fr all ur members thrugh utstanding services and supprt, inspiratinal leadership and management, enduring cllegiality and cmmunity, and by effectively lifting and cmmunicating the value f the prfessin. OBJECTIVES The bjectives f the Member Engagement and Cmmunicatins C-rdinatr are t: help the natinal ffice f the NZVA t understand ur members and their needs and deliver an utstanding user experience fr every member; bring ur visin t life fr and thrugh ur members in ways that inspire cnfidence within the prfessin and the NZVA; and supprt an effective integrated cmmunicatins apprach with, fr, and abut ur members. RESPONSIBILITIES In cnsultatin with the Head f Cmmunicatins and Engagement, the Member Engagement Crdinatr is respnsible fr: building and maintaining psitive relatinships with members and stakehlders t supprt pride and unity within the prfessin; using frmal and infrmal research t understand the current and ptential member base t advise senir management abut member needs and the perceived value f the NZVA and assciated benefits; actively setting, c-rdinating, and maintaining high and cnsistently applied standards t deliver an utstanding user experience fr members at all pints f cntact with the NZVA; preparing and implementing member engagement strategies and plans;

2 devising, planning, c-rdinating and/r delivering innvative and cst-effective initiatives, prjects, events, and cllateral t members and ptential members (including students and new graduates) that capture the essence f ur visin fr the prfessin; and in cllabratin with ther members f the Cmmunicatins and Engagement Team, planning and delivering high quality member cmmunicatins thrugh multiple cmmunicatins channels and tls. KEY ACCOUNTABILITIES Member engagement Research members needs s that we can streamline and tailr services and benefits that have real value fr ur members and ptential members. Recmmend, devise, and/r c-rdinate apprpriate and effective member engagement strategies and plans, including: ur apprach t engagement with members and ptential members up t, during, and after membership renewal t reinfrce the imprtance and rewards f "belnging", encurage uptake, and ensure a smth renewal prcess; a rlling 12-mnth plan fr member engagement events and cllateral; and recmmendatins abut member benefits, services, and structure, including membership types and pricing. Recmmend and help t implement ways t streamline ur business prcesses and imprve hw we use ur business tls, in particular, the integrated membership database and website, t enable NZVA staff t easily deliver high quality and timely custmer service t members and ther stakehlders. Lead the develpment f, be a rle mdel fr, and help ther NZVA staff t cnsistently demnstrate high standards f engagement and custmer service t deliver an utstanding user experience fr members at all pints f cntact. Cllabrate with industry rganisatins such as the Veterinary Cuncil f New Zealand and Massey University, industry partners, and ther stakehlders t make the mst f pprtunities t engage with ptential members. Member cmmunicatins Understand each membership type and cmmunicate effectively with members using apprpriate styles, channels, and tls. C-rdinate NZVA s member cmmunicatins strategies and plans. C-rdinate planning, scheduling, and timely delivery f branch cmmunicatins. Wrk clsely with the Digital Cmmunicatins Advisr t: enhance use f the NZVA member website by branch cmmittees. This includes cntributing t an annual review f each branch s cmmunicatins apprach t recmmend ways f imprving engagement at branch level; and train, advise, and cach branch vlunteers t get the best frm their cmmunicatins effrts and activities. Page 2 f 5 NZVA Member Engagement C-rdinatr (fulltime) September 2017

3 C-rdinate Massey University student membership cmmunicatins with a view t engaging veterinary students t becme fully invlved and lifelng NZVA members. Cllabrate with NZVA staff t knw abut and make the mst f cntent, events, and pprtunities t engage with members using the mst effective cmmunicatins channels and tls. This includes: identifying what will be f interest t members and presenting it t them effectively; identifying what members are ding that will be f interest t a brader audience and sharing that with clleagues, fr example, the website c-rdinatr r the VetScript editr; and cntributing ideas and material t enrich ur integrated cmmunicatins apprach. Use multiple cmmunicatins channels (fr example, VetScript, scial media, and the NZVA website) and tls (fr example, audi, vide, images, and writing) t cnnect and engage effectively with members. This includes engaging with members n NZVA s scial media accunts in keeping with ur scial media plicy and strategy. C-rdinate the design and prductin f cllateral fr member cmmunicatins, and prvide input t marketing materials fr example, advertising CPD events fr members. Event management Participate in the creative design, planning, and delivery f nn-revenue-generating events (that is, annual Branch Summit and AGM, NZVA radshws, student events, new graduate events, and ther events as required). Prepare reprts after each event, including recmmendatins fr imprvement. General C-rdinate and/r carry ut all ther tasks as required fr the successful delivery f a member engagement event. Establish and maintain a standard f quality acrss all services and cmmunicatins. Be aware f key industry partners and areas f interest. Build linkages, cmmunicatin channels, and interactins that have wellbeing f ur prfessin paramunt. Manage cntracts and speaker requirements and ensure that speakers receive a high quality service. Manage budgets fr events and cllateral. Reprt n member engagement and cmmunicatins activities, and cntribute t Cmmunicatins and Engagement reprts as required. Wrk effectively within the team and prvide slutins t prblems. KEY STAKEHOLDERS Fellw members f the Cmmunicatins and Engagement Team (Head f Cmmunicatins and Engagement, Senir Cmmunicatins Advisr, and Digital Cmmunicatins Advisr) NZVA senir management and staff YurMembership transitin prject team Page 3 f 5 NZVA Member Engagement C-rdinatr (fulltime) September 2017

4 NZVA Special Interest and Reginal branches newsletter c-rdinatrs and cmmittee members NZVA members Other stakehlders as required EDUCATION AND TRAINING This psitin is fr an intermediate level prfessinal with: A minimum f three years in a cmmunicatins and/r stakehlder engagement rle. A diplma r equivalent in a related field (fr example, cmmunicatins, prject management, event management, marketing, business administratin). DEMONSTRATED SKILLS Prven recrd in a cmmunicatins and/r stakehlder engagement rle. Practical knwledge and experience in managing member r custmer relatinships. Practical knwledge and experience in event management, frm cncept t delivery. Outstanding custmer service and relatinship management skills. Ability t research, analyse, and reprt cmplex infrmatin clearly. Ability t recmmend, plan, and implement imprvements fr attracting, retaining, and engaging with members. Ability t write in plain English and edit the wrk f thers t a high standard f clarity. Understanding f and ability t use scial media n behalf f a business rganisatin. Creative skills t generate ideas and design events, and ability t cnvert ideas and cncepts int effective cntent, cllateral, and events n time and within budget. An interest in learning r ability t use audi visual cmmunicatins equipment t create engaging cmmunicatins. Strng knwledge and experience f database systems. Advanced cmputing skills including Micrsft Wrd, Excel, and PwerPint, and desktp publishing sftware. Familiarity (r ability) in wrking with graphics, manipulating images, and editing vide and audi files. Advanced typing and keybard cmpetency (60+ wpm, high accuracy). Page 4 f 5 NZVA Member Engagement C-rdinatr (fulltime) September 2017

5 PERSON SPECIFICATION Prfessinal and persnal integrity. Custmer- and team-centric. Empathy fr and ability t relate t all NZVA members. The ability t wrk c-peratively as a member f a highly mtivated natinal ffice team. Slutins-fcused. Very careful attentin t detail and accuracy. Demnstrated capability t self-manage and priritise wrk t ensure that deadlines are met. Flexibility and adaptability. Humility and a sense f humur. Page 5 f 5 NZVA Member Engagement C-rdinatr (fulltime) September 2017