JOB POSTING - CANADIAN KENNEL CLUB

POSITION TITLE:  Member & Customer Service Representative
DIVISION:  Member & Customer Service
REPORTS TO:  Supervisor, Member & Customer Service
DIRECT REPORTS:  None

The Canadian Kennel Club, a non-profit national service organization with approximately 20,000 members, is focused on the promotion and advancement of purebred dogs as well as being the primary registry for purebred dogs in Canada. The CKC is seeking a candidate for the role of Bilingual Member & Customer Service Representative reporting to the Supervisor of Member and Customer Service. The position is located in the 401/427 airport area of Etobicoke, Ontario however, with the right candidate and fit for our business needs, we are open to a remote opportunity.

Position Summary:
The Member & Customer Service Representative is responsible for providing accurate information to our members and customers.  Interaction may be in the form of telephone calls, email, live chat or in-person transactions.  All representatives assist members & customers received at reception and through Order Desk as required and on a rotation basis. This position represents the “front line” of the CKC.  Representatives require an extensive knowledge of the by-laws and policies and procedures including rules and regulations for our events and all other aspects of the organization. This position is on a Temporary Contract basis.

Key Responsibilities:

Customer Service

• Responsible for handling incoming inquiries promptly and efficiently through all means including telephone, email, live chat or in-person
• Identify and assess member and customers' needs to achieve satisfaction
• Provide accurate and appropriate information to our members and customers
• Be thoroughly conversant with CKC policies and by-laws and be able to effectively communicate the information to members and customers in an efficient and professional manner
• Provide excellent seamless service to our members and customers, ensuring member & customer service is top priority
• Responsible for any outbound calls and emails as required
• Process various product orders for Order Desk
• Other duties as required

Required Skills:

• Excellent customer service skills with commitment to taking ownership of transactions from start to finish until resolution is achieved
• Excellent understanding of CKC policies, procedures, and by-laws as well as rules and regulations for events
• Effective written and verbal communication skills with professional and friendly telephone manner
• Exceptional organizational skills
• Ability to work in a fast-paced team environment, multi-task, prioritize and manage time effectively
• Bilingualism (English/French) an asset
• Computer literacy (Windows 365 including CRM, Excel, Word)

About The Canadian Kennel Club
The Canadian Kennel Club (CKC) is the primary registry body for purebred dogs in Canada and currently recognizes 175 breeds. As a non-profit organization, the CKC is dedicated to encouraging, guiding, and advancing the interests of purebred dogs and their responsible owners and breeders in Canada and promoting the knowledge and understanding of the benefits which dogs can bring to Canadian society.

The CKC is incorporated under Animal Pedigree Act, a federal statute under the auspices of the Ministry of Agriculture. The organization includes approximately 20,000 individual members and over 700 breed clubs across Canada. The Club registers purebred dogs, regulates dog shows and performance events, and speaks out on major issues concerning dog ownership and the health & welfare of dogs across Canada.

How to Apply
Interested candidates may submit a current resume and cover letter to CKC HR. Please email your submission to HR@ckc.ca with the subject heading “Member & Customer Service Representative” by no later than October 20, 2020.

We thank all applicants for their interest. Only those selected for an interview will be contacted. No phone calls please.
 

The Event Officiating Committee is seeking a volunteer for this exciting new opportunity.
Successful candidates will receive a credit towards the 5-year education program.
 
To be considered, please forward a cover letter expressing your interest in this position. Your cover letter must be accompanied by a copy of your C.V. and/or a summary detailing your relevant background.  Please send your submission via email to ED@ckc.ca, Subject line: Coordinator of the Conformation Judge Observer Program or by mail to 200 Ronson Drive, Suite 400, Etobicoke ON  M9W 6Z9, on or before October 30 2020.

 

Qualifications:

• All-Breed judge with a broad judging background
• Excellent communication and organizational skills
• Good listening skills
• Ability to provide a balanced feedback
• Keen interest in the success of the Observer Program
• Bilingualism is an asset

 

Duties:

• To oversee the co-ordination of the Observer program
• To review the current status of the program and identify areas needing adjustment
• To develop a document for the current Observers identifying areas that need to be adjusted and improved.
• To ensure observations are taking place as per training
• To ensure Observers and Coordinators are providing balanced feedback and complete, accurate observations
• To ensure the program offers effective value to judges’ performance
• To provide support and guidance as well as training for the Coordinators in the Zones
• To address all complaints regarding an Observer and take action as needed
• To keep the CKC advised of any issues with judges, observers and or coordinators in conjunction with EOC
• To oversee the training program of all the Observers and work with the Coordinators to do review training as required
• To assist in recruitment as required by assisting the Zone Coordinator to find new observers
• To make recommendations on areas of the program needing improvement or change
• To recruit Coordinators when needed
• To liaise with the CKC and the EOC regarding proposed changes to the program
• To provide a listing to CKC at the end of each quarter of ALL observers, Judges Observed and dates of the events to ensure a record of participation
• Be available as a resource for the CKC staff in the evaluation of a new judge’s application.
• To commence duties January 2021 for a 3-year term

The Canadian Kennel Club is looking for an Executive Director. The ideal candidate will have passion and enthusiasm. They will also have strong communication skills and will be an excellent team builder who is creative, strategic, and decisive.
 
They would lead a team of dedicated and professional staff through an exciting, yet challenging period of transition both technically and visionary in its ideas.
 
The Canadian Kennel Club is one of the most highly regarded Canine Registries in the world.
 
We invite the right candidate to apply for this position.
 
 
JOB POSTING - CANADIAN KENNEL CLUB
 
POSITION TITLE: Executive Director   
REPORTS TO: Board of Directors
DIRECT REPORTS: Registrar, General Manager, Controller, Ebusiness Manager, Government & External Relations Manager and HR & Governance Manager
 

Position summary:  
The Executive Director, reporting directly to the Board of Directors, is responsible for the successful leadership, management, and delivery of programs, services and initiatives which support the organization’s mission and vision, and are within the strategic direction set by the Board of Directors.
The Executive Director is accountable for the ongoing development and leadership in the following organizational areas: member programs and services, operations and administration, finance, human resources, communications and education, reserve fund development, risk management, and other areas as needed to ensure the effective operation of the organization, or as designated by the Board of Directors from time to time.
The Executive Director, an ex-officio, non-voting member of the Board of Directors, provides timely and appropriate support to the Board of Directors to ensure the CKC fulfills and/or meets all its legal and ethical obligations. The Executive Director reports regularly on all financial, legal, operational and other matters as required. 
 
Key Responsibilities & Accountabilities:
 
Subject to the authority of the Board of Directors as set out in Section 9.1 of the CKC Bylaws, the Executive Director shall have overall responsibility and authority for all operations of the Club. Such authority and responsibility shall include the following: 

(a) The administration of Club operations.
(b) The administration of matters relating to the Club’s finances, including budget preparation and administration thereof, ensuring the Club’s investment portfolio is properly administered and that monies are deposited in the bank account of record, ensuring that the accounts of the Club are reviewed and paid within the prescribed time limit and ensuring that all financial records are maintained in accordance with generally accepted accounting principles. 
(c) Exercising signing authority with respect to legal and financial matters subject to the limitations of the budget and the approval of the Board of Directors.
(d) The administration of matters relating to staffing, including hiring and dismissal, reviewing performance, setting levels of compensation and benefits, designation of titles and the assignment of duties.
(e) Acting as the Board Secretary, being responsible for the preparation, assembly and distribution of material, receiving responses to items published for comment, ensuring that the Board is kept informed of all matters requiring its attention.
(f)  Providing advice to the Board on matters which may affect the operations of the Club and to recommending any course of action which requires a decision from the Board.
(g) Reporting to the Board of Directors on the general operations and financial condition of the Club.
 
 
Leadership

• Actively participate in the development and assume responsibility for the implementation of the overall strategic direction of CKC in accordance with the vision, mission, values, strategic direction and goals set by the Board of Directors.
• Act as a professional advisor to the Board of Directors on all aspects of policy, governance and CKC activities.
• Review existing policies on an annual basis, recommend and draft policies for Board consideration.
• Identify, assess and inform the Board on issues and concerns internal to the organization and on emerging issues in the external environment.
• Foster effective collaboration between the Board, ED and staff, as well as foster teamwork among staff and volunteers.
• At the direction of the Board, act as a spokesperson for the organization. Represent the organization locally, regionally and nationally in a positive leadership role.
• Conduct official correspondence on behalf of the Board and jointly with the Board, when appropriate.

 
Financial & Risk Planning & Management

• Work with staff and the Board to prepare, manage and execute a comprehensive annual operating budget.
• Ensure appropriate financial management of the organization’s budget and commit to comprehensive timely reporting.
• Accountable for the on-going fiscal viability of the organization through sound fiscal management.
• Ensure appropriate systems are in place to protect the physical assets of the CKC.
• Approve expenditures within the authority delegated by the Board.
• Ensure CKC’s files and records are appropriately safeguarded and managed including the integrity and continuity of the CKC’s information systems and data, both physical and cyber security.
• Identify and evaluate the risks to the organization's people (Board, members, staff, management, volunteers), property, finances, goodwill, and image, and with the approval of the Board, implement measures to mitigate, manage and control these risks.

 
Operations

• Oversee the efficient and effective day-to-day operations of the Club using Board-approved policies and procedures.
• Ensure that the operation of CKC meets the expectations of its members and the Board of Directors.
• Facilitate effective Board meetings by preparing reports, compiling meeting agendas and initiating follow-up actions.
• Provide support to the Board of Directors in its planning and evaluation activities and support the work of task groups and Board committees.
• Oversee the administration of all external contracts and contractors including leases, service contracts and any other obligations of a legal and binding nature.
• Ensure that the programs and services offered by CKC contribute to the mission of the organization and
• reflect the priorities of the Board and, recommend changes that will enhance the organization’s ability to deliver effective and efficient programs and services.
• Responsible to ensure privacy and confidentiality is maintained where applicable.

 
Human Resources

• Establish a positive, healthy, and safe work environment in accordance with all appropriate legislation, regulations and Board-approved policies.
• Oversee the hiring of staff who have appropriate technical and personal abilities to further the organization's mission.
• Oversee the implementation of the human resources policies, procedures, and practices including the development and maintenance of job descriptions for all staff.
• Implement and maintain an ongoing performance management process for all staff, including annual performance reviews.
• Ensure human resources best practices and policies are implemented and supported with a strong focus on change and conflict management.
• Coach and mentor staff as appropriate to improve performance and discipline staff when necessary using appropriate measures.
• Ensure sufficient skills development for succession planning for all key positions in the organization.

 
Program and Service Planning

•  Oversee the planning, implementation and evaluation of the organization's programs and services.
• Establish appropriate evaluation strategies including measures of program efficacy, member satisfaction, community input (e.g. focus groups, workshop evaluations, attendance statistics), and outcome measures.
• Provide guidance and oversight to ensure membership is supported, enhanced, and wide-reaching.
• Participate in and guide the development of relationships with the organization’s significant partners, including advocacy.
• Establish and encourage positive working collaboration and relationships with community groups, politicians, and others through innovation and networking to achieve the organizations’ goals.
• Explore and develop new revenue sources aligned to the strategic priorities and key initiatives as established by the Board of Directors.
• Collaborate with related organizations to develop joint responses to emerging issues.

 
Qualifications

• Relevant university degree in a related field and/or 10 years equivalent, cumulative experience knowledge, skills and abilities. MBA and/or professional designation preferred.
• Demonstrated leadership and experience in a not-for profit sector organization with an annual operating budget exceeding one million dollars ($1 mil).
• Knowledge of change management best practices and success in effectively leading change
• Strong leadership skills with knowledge in financial and fiscal management, human resources (non-unionized) and project management.
• Ability to assess existing systems within an organization for effectiveness and efficiency, providing timely solutions to improving said systems.
• An understanding of canine registry functions and event sanctioning desirable and an asset.
• Bilingualism (English/French) an asset
• Technical requirements:
  • Experience using CRM databases
  • Proficiency with Windows PCs, Microsoft Office software and e-mail
  • Online or network technologies including the internet and specifically various social media (Facebook, Instagram, Twitter, etc.)

How to Apply

Interested candidates may submit a current Curriculum Vitae and cover letter to HR. Please email your submission to HR@ckc.ca with the subject heading “Executive Director” by Oct. 30, 2020.
 
We thank all applicants for their interest. Only those selected for an interview will be contacted. No phone calls please.