Mission:
The Ontario Restaurant Hotel & Motel Association (ORHMA) is committed to fostering a thriving business environment for Ontario’s hospitality industry while delivering exceptional value through member services.
Role Focus Summary:
This role supports ORHMA’s membership engagement function with a strong focus on program participation, customer care, proactive outreach and member follow-up. Working closely with the Membership Operations & Engagement role, this position helps members understand and access ORHMA programs, services and benefits, responds to member needs, supports onboarding and engagement activities, and conducts consistent outreach to strengthen participation, satisfaction and overall member value.
Key Responsibilities:
Program Engagement & Participation
- Conduct proactive outreach to members to increase awareness and participation in ORHMA programs, services, benefits, webinars and initiatives.
- Follow up with members who have expressed interest in programs and support them through registration, participation and next steps.
- Identify opportunities to connect members with programs and resources that respond to their business needs.
- Track program outreach, participation and follow-up to help measure engagement and identify opportunities for improvement.
Customer Care & Member Support
- Serve as a responsive point of contact for general member questions, program enquiries and service needs.
- Provide timely, professional and solutions-focused customer care to members and prospective members.
- Help members navigate ORHMA resources, benefits and programs and connect them with the appropriate internal team member or partner when required.
- Conduct follow-up after member interactions to ensure questions are resolved and members feel supported.
Member Outreach & Relationship Support
- Support regular member touchpoints through phone, email and other direct outreach.
- Assist with new member onboarding and welcome outreach to encourage early engagement with ORHMA benefits and programs.
- Support re-engagement outreach to members with low participation or limited program activity.
- Gather member feedback and share recurring questions, needs and opportunities with the Membership Operations & Engagement lead.
Membership & Program Follow-Up
- Support follow-up related to membership renewals, member benefit utilization and program participation.
- Assist with outreach campaigns and targeted call/email lists developed by the membership team.
- Maintain accurate notes and engagement activity in the membership CRM to support coordinated member service.
- Help identify members requiring additional follow-up or relationship support.
Team & Organizational Support
- Work closely with Membership Operations & Engagement and Brand Engagement & Communications to coordinate member outreach and program promotion.
- Support member engagement activities related to ORHMA events, regional initiatives and industry programs.
- Assist with member surveys, feedback initiatives and engagement reporting.
- Provide general administrative and outreach support to help strengthen the overall member experience.
