Melissa Bouffard
Mississauga,ON
Overview
11
11
years of professional experience
Work History
Relationship Manager, Corporate Affairs
Innovation Asset Collective (IAC)
Waterloo, Canada
02.2021 - 06.2024
- Company Overview: Not-for-profit funded by the Canadian Government's Department of Innovation, Science and Economic Development (ISED)
- Led account and relationship management for over 300 member companies, which included the development and execution of engagement and renewal plans
- Engaged and advised members, including company CEOs, in a meaningful way to understand their specific business needs while making recommendations on IAC services and products
- Anticipated and managed customer challenges by collaborating with partners to communicate customer feedback and prioritize requests for new offerings
- Through strong relationship management with current members, supported the creation of a new member pipeline for the business development team
- Led stakeholder events, virtual and in person, including planning, invitations, and support relating to external inquiries
- Led member communication plan to keep members informed and engaged on pertinent information and new programs
- Designed, developed and executed a yearly comprehensive membership survey aimed at gathering specific feedback on member satisfaction with IAC services and product offerings and what could be implemented to improve overall experience
- Achieved a 95% member satisfaction rate
- Analyzed the survey data to extract meaningful insights and identify actionable recommendations which led to implemented improvements, for example the creation of a program roadmap
- Developed and researched outreach opportunities for senior leadership and developed recommendations for key stakeholders
- Managed stakeholder information database, data entry and tracking ensuring accuracy and data cleanliness
- Maintain member outreach tracking information and extract data for reports
- Not-for-profit funded by the Canadian Government's Department of Innovation, Science and Economic Development (ISED)
Senior Account Executive, Membership Experience
Canucks Sports & Entertainment (CSE)
Vancouver, Canada
11.2018 - 01.2021
- Managed and developed professional relationships with 950+ season ticket members, worth upwards of $10 million in annual revenue
- Highest individual renewal percentage in 2019 campaign at 96%
- Supported membership renewal planning and providing recommendations to improve and enhance the overall membership experience
- Managed external stakeholders' expectations, requests and inquiries in a timely fashion
- Managed event execution or post-event issues and follow up with external stakeholders, while working closely with other departments
- Received Three Stars Award, awarded to employee who demonstrates CSE values
Senior Coordinator, Member Services
Golf Canada
Oakville, Canada
01.2017 - 10.2018
- Account manager for all golf clubs and provincial associations in Quebec, Nova Scotia, New Brunswick and Prince Edward Island
- Informed, implemented and transitioned golf clubs on a new membership model by individual presentations and follow up, resulting in increased member engagement and precise data
- Prepared supporting material, briefing notes, agendas and scheduled Membership Committee meetings
- Worked with provincial association on strategies and communication plans for member golf clubs and golfers
- Planned, wrote and managed the deployment of special member communications
- Managed, negotiated and implement membership welcome package distribution to over 300,000 individual members and clubs
- Planned and executed membership promotion during RBC Canadian Opens, improving in person engagement with members
- Assisted in the interview process and hiring new coordinators and interns
- Assisted senior leadership with strategic planning and special projects
- Received CEO Award, dedicated to an employee who demonstrated Golf Canada values
Coordinator, Member Services
Golf Canada
Oakville, Canada
06.2013 - 01.2017
Education
Honours Bachelor of Commerce - Sports Administration
Laurentian University
Sudbury, ON01.2013
Skills
- Relationship management
- Stakeholder engagement
- Data analysis and reporting
- Time management
- Communication skills
- Leadership skills
- Market research
- Change management
- Proficient in MS Office
- Customer-orientated
- Data Analysis
- Teamwork and collaboration
- Detail-oriented
- Efficient
Websites
Languages
French
English
Timeline
Relationship Manager, Corporate Affairs
Innovation Asset Collective (IAC)
02.2021 - 06.2024
Senior Account Executive, Membership Experience
Canucks Sports & Entertainment (CSE)
11.2018 - 01.2021
Senior Coordinator, Member Services
Golf Canada
01.2017 - 10.2018
Coordinator, Member Services
Golf Canada
06.2013 - 01.2017
Honours Bachelor of Commerce - Sports Administration
Laurentian University