Manager, Membership Strategy & Programs
About the Alberta Association of Optometrists
The Alberta Association of Optometrists is Alberta's leading optometric professional organization, representing more than 900 Doctors of Optometry in over 120 communities across the province. AAO members are highly trained regulated health professionals providing primary eye health and vision care to Albertans. For more information, please visit www.optometrists.ab.ca.
About the Role
We are seeking a strategic and member-focused Manager, Membership Strategy & Programs to lead the development, coordination, and continuous improvement of AAO’s membership portfolio.
Reporting to the Director, Programs, Technology & Partnerships, this role is ideal for someone who enjoys combining strategy with hands-on execution. You will lead initiatives that strengthen member value, engagement, retention, and overall member experience, while ensuring membership programs and services are coordinated, measurable, sustainable, and aligned with AAO’s strategic priorities.
This role works collaboratively across communications, education, policy, finance, programs, and operations to ensure member needs and insights help inform the Association’s broader work.
Key Responsibilities
Membership Strategy & Member Experience
- Develop and maintain an annual membership strategy aligned with AAO priorities, Council’s Ends, and member needs
- Lead initiatives that strengthen member value, engagement, retention, participation, and satisfaction
- Identify member segments and develop strategies for different groups, including new graduates, established practitioners, rural members, clinic owners, associates, optometric staff, and engaged/non-engaged members
- Develop and maintain a member experience framework that supports onboarding, communication, engagement, and service delivery across the membership lifecycle
- Identify opportunities to improve existing member programs, services, benefits, and resources
Member Engagement, Communications & Feedback
- Work collaboratively with the communications team to develop targeted, relevant, and segmented member communications
- Ensure members are aware of and engaged with AAO programs, services, advocacy initiatives, education, and strategic priorities
- Develop and maintain member feedback mechanisms, including surveys, engagement tools, and informal feedback processes
- Analyze member feedback, engagement metrics, and participation trends to identify risks, opportunities, and service improvements
- Support meaningful opportunities for members to provide input into AAO priorities, programs, and services
Membership Operations, Renewal & Data
- Oversee membership administration processes related to onboarding, renewals, resignations, member records, and member communications
- Support accurate, complete, and usable membership data for engagement planning, reporting, segmentation, and decision-making
- Lead improvements related to member systems, data integrity, reporting, workflow efficiency, and use of iMIS or other member-facing platforms
- Monitor membership trends, including retention, participation, engagement, category changes, demographics, and member utilization patterns
- Work with finance and operations to support reconciliation, reporting accuracy, process improvement, and membership revenue management
Member Programs, Benefits & Practice Supports
- Review and improve member benefits, services, and support programs to ensure they remain relevant and useful
- Identify opportunities to enhance member value through partnerships, tools, resources, templates, education, and service offerings
- Support development of practice support resources related to billing, business management, technology, practice operations, and emerging professional issues
- Use member feedback, participation trends, and utilization data to assess the value of member programs and services
New Graduate, Student & Early-Career Support
- Develop and maintain structured transition and onboarding supports for new graduates entering practice in Alberta
- Support student and early-career member engagement initiatives
- Work with education, communications, and policy teams to ensure relevant supports and resources are developed and promoted
Cross-Functional Leadership
- Work collaboratively across education, policy, communications, programs, finance, and operations to align member-facing initiatives
- Bring forward member trends, data, risks, and opportunities to support leadership decision-making
- Prepare reports, recommendations, and presentations for leadership, committees, and Council as required
- Support annual planning and budgeting related to membership strategy, engagement, and services
What You Bring
Education & Experience
- Post-secondary education in business administration, public administration, communications, association management, health administration, policy, education, or a related field
- Minimum five (5) years of progressive experience in membership, association management, stakeholder engagement, program management, member services, communications, policy support, or related work
- Experience leading membership, client, stakeholder engagement, or customer experience initiatives
- Experience developing or improving member, client, stakeholder, or customer experience programs and services
- Experience interpreting organizational, membership, or engagement data to support planning and decision-making
- Experience managing projects, programs, or cross-functional initiatives
Considered Assets
- Experience in professional associations, health organizations, regulatory environments, non-profits, or member-based organizations
- Familiarity with iMIS or similar association/member management systems
- Experience with member segmentation, engagement platforms, surveys, dashboards, or CRM-style tools
- Experience with staff supervision, coaching, or functional leadership
- Familiarity with advocacy initiatives, government relations, professional education, or policy-related work
- Knowledge of Alberta’s health system, optometry, professional practice environments, or allied health associations
Skills & Competencies
- Strategic planning and prioritization
- Member engagement and relationship management
- Member service delivery and experience design
- Survey, feedback, and engagement analysis
- Strong written and verbal communication skills
- Project and program management
- Cross-functional collaboration and leadership
- Data-informed decision-making
- Process improvement and operational follow-through
- Strong professionalism, judgment, discretion, and confidentiality
Working Conditions
- Office-based role with regular computer use
- Occasional evening or weekend work for events, meetings, conferences, or member engagement activities
- Occasional travel within Alberta or Canada
- Handles confidential member, organizational, financial, and strategic information
Total Rewards Package
- Hybrid work model supporting flexibility and work-life balance
- Three (3) weeks of vacation upon hire, plus additional paid time off days
- Comprehensive group benefits, 100% employer-paid with the exception of LTD
- RRSP matching program, available after one year of service
- Employee recognition program, including $500 annually to support a charitable donation, wellness initiative, or professional development
Why Join Us?
- Opportunity to shape member strategy for Alberta’s optometric profession
- Meaningful work in a mission-driven professional association
- Collaborative and supportive team environment
- A role with both strategic influence and hands-on execution
- Opportunity to improve member experience, engagement, and long-term value
- Competitive compensation ($90K - $110K annually) aligned with Alberta not-for-profit market benchmarks
How to Apply
Please submit your resume and a cover letter outlining your experience and interest in the role to Victor Dong, Director of Programs, Innovations and Partnerships at vdong@optometrists.ab.ca. Applications will be reviewed on a confidential basis. Only those selected for further consideration will be contacted.