Membership Services Specialist

Position Title: Membership Services Specialist Location: 130 Albert St., Ottawa, ON (Hybrid, with minimum of three days per week in o ice) Reports To: Vice President, Finance & Operations Organization: Hotel Association of Canada (HAC)

Salary: $68K-$75K, plus benefits

ABOUT HAC

The Hotel Association of Canada is committed to enabling the success of the Canadian hotel and lodging industry through trusted, impactful advocacy, and strong member programs.

When you join HAC, you join an energetic team of professionals who appreciate a dynamic work environment, flex hours, great benefits, and strong morale. We work hard and have fun while doing it!

HAC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We respect the dignity and independence of people with disabilities and provide accommodation and support to persons with disabilities throughout the recruitment and selection process.

Position Overview:

We are seeking a dynamic and detail-oriented Membership Services Specialist to lead the execution of our membership strategy, working closely with our hotel industry members and partners. This role is central to driving member recruitment, retention, engagement, and satisfaction, while supporting strategic growth and delivering value to our members. The ideal candidate is a relationship-builder, data-savvy, detail-oriented, and passionate about member experience.

Key Responsibilities:

 Recruitment & Onboarding: Develop campaigns, manage outreach, and onboard new members and a iliates.

 Retention & Satisfaction: Coordinate renewals, analyze feedback, and communicate member value.

 Member Support: Provide frontline assistance and resolve inquiries or issues.  Engagement & Programs: Support participation in events, webinars, and

recognition initiatives.  CRM & Data Management: Maintain accurate records, segment data, and ensure

privacy compliance.

 Dues & Revenue: Assist with dues processing, invoicing, and revenue tracking.  Communications & Marketing: Collaborate on newsletters, updates, and member-

facing content.  Benefits Delivery: Ensure fulfillment of member benefits and access to exclusive

resources.  Reporting & Analytics: Track engagement, churn, and prepare dashboards for

leadership.

Qualifications

 3–5 years of experience in membership services, association management, or customer success.

 Strong communication and interpersonal skills.  Experience with CRM systems and data analysis tools.  Knowledge of Canadian privacy regulations (CASL, PIPEDA) is an asset.  Detail-oriented with excellent organizational and project management skills.  Bilingualism (French/English) is a strong asset.

Benefits

 Competitive salary and benefits package.  Flexible work environment.  Opportunities for professional development.  Preferred pricing at select Canadian and international hotels.  Meaningful work supporting a vibrant member community.