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POSITION OVERVIEW
The Manager, Member Relations (MMR) is responsible for driving member satisfaction, engagement, and retention across OnPharm-United’s (OPU) network of pharmacies.
This role serves as a primary relationship owner for OPU members, ensuring consistent engagement, proactive issue resolution, and measurable value delivery from OPU programs and partnerships.
The MMR executes structured retention strategies, leads member-facing initiatives, and ensures high adoption of OPU offerings across the network.
KEY RESPONSIBILITIES
1. Member Relationship Management
Execute structured outreach including scheduled calls, site visits, and follow-ups aligned with the Member Retention Plan
Build and maintain trusted, high-value relationships with member pharmacy owners and teams
Act as the primary point of contact for OPU members to proactively identify early signals of disengagement or risk of leaving the program, and intervene accordingly
2. Retention and Issue Resolution
Proactively identify, escalate, and resolve member concerns in a timely manner
Coordinate internally across OPU departments to ensure timely resolution of member’s concerns
Contribute to continuous improvement of retention strategies based on field and industry insights
3. Member Engagement and Utilization
Drive awareness, understanding, and utilization of OPU programs, services, and partner offerings
Execute structured communication and follow-up strategies to increase engagement




Monitor member participation and take targeted action to improve adoption where necessary
4. Education, Training, and Events
Support the planning and execution of member education sessions, webinars, and training programs
Deliver or facilitate sessions where appropriate to reinforce program value and usage
Ensure consistent member participation and post-event follow-up
5. Marketing and Partner Activation
Support execution of targeted campaigns to promote OPU initiatives and partner programs
Actively position and reinforce the value of vendor partnerships to members
Collaborate with internal teams to align messaging with member needs and priorities
6. Data, CRM, and Reporting Discipline
Maintain accurate, real-time documentation of all member interactions, issues, and resolutions in CRM system
Track engagement activity and retention indicators
Provide structured feedback and insights to OPU leadership on trends, risks, and opportunities
Other duties which may arise from time to time.
KEY PERFORMANCE INDICATORS (KPIs)
Member satisfaction and retention metrics
Attendance and engagement levels at training and education events
CRM data integrity, completeness, and timeliness
OPU programs adoption and utilization rates
Issue resolution timeliness and effectiveness
REPORTING STRUCTURE
Reports to: VP, Operations
WORK WORKPLACE & TRAVEL
• Hybrid role combining office-based and field-based work
• Regular travel to member pharmacy locations required
• Occasional evening or weekend events may be required

Apply on Kit Job: kitjob.ca/job/2fsro8

📌 Manager, Member Relations (MMR) (Mississauga)
🏢 OnPharm-United
📍 Mississauga