Chief Membership Officer
Blend, Canada
Job Description
POSITION TITLE: Chief Membership Officer (CMO)
REPORTS TO: CEO
LOCATION: Toronto or Montreal
LANGUAGE: Bilingual (English/French) Preferred
DIRECT REPORTS: Yes
COMPANY
SOCAN is Canada’s largest member-based rights management organization. We serve and champion more than 160,000 music creators, publishers and visual artists, advocate for them, and protect their rights. We do this by using and building state-of-the art technology that ensures they are paid for their work music and art we all enjoy.
OVERALL ACCOUNTABILITY
Lead the Member Services Department to champion and advocate for SOCAN members and clients ensuring pro-active service is provided through problem identification and resolution. Areas of the department include relationship management focused on recruitment, retention and repatriation also customer service and pro-active royalty tracking and query management. Information and trends coming from members should help build out new products and services within the organization. The Chief Membership Officer should be forward looking to help develop the strategic offerings that members will need. This can include working directly with members, identifying trends and in keeping up with the industry and other collectives.
The Chief Membership Officer must have a passion and understanding of the Canadian music
industry and a drive to keep it growing.
RESPONSIBILITIES
Responsible for all departmental drivers of member satisfaction across our publishers, and
creators.
Strategic Planning
- Develop, implement, and maintain strategies to recruit, retain and repatriate Canadian publishers and creators;
- Recognize and define segmentation of members and develop strategies to address any differences;
- Drive Member satisfaction throughout SOCAN;
- Contribute to the overall SOCAN strategic plan and planning process.
Department Planning
- Oversee development of department budget and forecasting of expenses to budget;
- Structure determine optimal structure of department and required skills and attributes;
- Oversee planning of and allocation of resources to events and monitor effectiveness for continuous improvement, impact on members and benefits to SOCAN;
- Learn from best practices in industry.
- Department Operations
- Establish and monitor criteria, measures and tools that allow the team to deliver valuable customer service;
- Monitor member satisfaction and ensure that the results drive continuous improvement;
- Ensure communication, collaboration and appropriate continuity across all offices;
- Oversee member royalty advance program ensuring maximum support for the needs of members while mitigating risks sufficiently;
- Ensure effectiveness of Artist amp; Repertoire Division’s activities in Recruitment;
- Retention and Repatriation, member education, career help, business development;
- Maintain SOCAN presence and awareness among all member communities wherever located.
Department Culture
- Lead department culture that strives for excellence and seeks to create a member centric customer first culture;
- Create an inclusive environment sensitive to all stakeholders;
- Ensure respect for all SOCAN members and employees across all languages and backgrounds;
- Encourage continuous learning and a high level of music business, music culture amp; music rights knowledge, for both Performing and Reproduction Rights;
- Ensure sufficient expert knowledge among staff of the needs of the broader creator and music publisher communities;
- Approach problem solving with creativity.
People Development
- Build and develop the membership management team;
- Ensure all key positions have succession plans;
- Encourage continuous learning within team and help to develop ongoing training programs.
Innovation
- Be the Voice of the Member to SOCAN product group to generate member product solutions.
Reporting and Communications
- Responsible for Membership Department’s reports to SOCAN Board of Directors;
- Obtain necessary approval from Board based on related policies;
- Highly accountable to ensuring that communications are timely and accurate, and that new services are delivered on time.
Collaboration
- Foster collaboration within team and across member royalty streams to ensure there is full knowledge of royalties collected and distributed for performing and reproduction rights;
- Collabo