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Product Associate, Retention


This is a Full-time position in Toronto, ON posted September 7, 2018.

About us:

We’re Canada’s leading private healthcare clinic. Over the past 30 years, Medcan has become the largest private healthcare clinic in Canada. With more than 80 physicians and specialists, we offer a variety of leading-edge screening and diagnostic tests on-site through our Annual Health Assessment (“Executive Medical”), an extensive Health program, as well as unique risk assessment and prevention programs in Men’s Health, Genetics and Cardiology to name a few. For individuals interested in health optimization, we also offer a range of wellness services, including the largest Personal Fitness Studio in Toronto and leading edge in-person and virtual clinics for acute care issues year-round.

The Medcan Clinic is located in downtown Toronto. For more information, please go to our website

The Role:

We are currently recruiting for a Product Associate, Retention & Engagement in our Product Development team. The PD team at Medcan is accountable for driving growth for approximately 30 strategic service offerings. We are a small, close-knit team that is willing to roll up our sleeves. Our responsibility extends across all aspects of the businesses we run.

We are looking for a highly motivated, smart and business savvy individual that would like to solve real world business challenges in an entrepreneurial environment. Under direction from the VP of our Membership business, you will work closely with multiple teams to ultimately increase client satisfaction, resulting in increased retention rates and higher product penetration in families.

Medcan has strategic objective to grow substantially over the next 5 years. As an Associate in the Product team there will be no shortage of opportunities for growth. If you are looking to apply your strong business acumen and your passion for helping our clients live well, then Medcan is for you.

The Product Associate is accountable for sharing ownership of Membership retention and engagement with the Membership Manager.

The Accountabilities:

1) Retention of Members – Assist the VP of Membership to achieve team retention targets of our Membership base, through outreach (phone/email) and through engagement campaigns developed jointly with Marketing

  • Lead initiative to obtain new credit card information from clients prior to expiry
  • Renew all members that do not pay by credit
  • Develop and execute 1st year member renewal strategy
  • Member Engagement Strategies including working with leaders of Membership, Marketing and CRM to develop various outreach initiatives to our current Members to raise awareness of the great benefits they can leverage. Examples could include email campaigns (executed by CRM/Marketing) to Members that haven’t been in or to promote our family offering or video visits

2) Address inbound billing inquiries and non-Member service inquiries

  • Provide internal (reception, sales, etc.) support for billing and services inquiries
  • Field member calls relating to automatic credit card renewals, explain benefits of auto-renewal
  • Outline benefits of Platinum and Year-Round Care to non-Members in the event when AHA clients or non-Medcan clients are interested in leveraging Membership benefits (prescription requests, etc)

3) Member issue resolution (supporting role)

  • Provide support and backup for Membership Manager should they not be available to field a Member concern or complaint. Note: all Medical related complaints will be handled by medical staff.

The nature of the role requires exceptional communication and client service skills. This role will interface with all teams at Medcan: Marketing, Product, Sales, IT, Finance, Clinic, and Physician. The individual must be able to work well with colleagues across the organization and be creative and adept at problem-solving.

The ability to plan, develop, and launch new engagement initiatives to increase awareness of Member benefits and usage will require an entrepreneurial approach. Some background in client service (phone or in-person) and/or client loyalty & retention will be a strong asset. Candidates with experience in the healthcare, wellness, and CPG industries are preferred.

Other desired attributes include:

  • Strong organization and prioritization skills, with an appreciation for detail
  • The ability to respond to ad-hoc requests from internal and external clients
  • The ability to respond to changing business priorities
  • The ability to deliver results on a timely basis with minimal supervision

The Requirements:

Undergraduate degree 2-4+ years of relevant Business, Healthcare, Management Consulting, CPG experience Ability to work efficiently in excel is a must Excellent written and verbal communication skills

The position offers an attractive total compensation package including a base salary, a comprehensive benefits plan and a genuine opportunity to grow at one of Canada’s Best Managed Companies. The position also offers outstanding health and wellness benefits through Medcan’s Live Well program.

We can offer you a great working environment and an opportunity to let your excellence shine. In your cover letter please include why you wish to align yourself with Medcan and how you believe you can add value to our organization.

Qualified applicants are invited to apply to with their resume and cover letter in MS Word or PDF format. We thank all applicants for their interest; however only those selected for an initial Skype Video interview will be contacted. No phone calls and no agencies please.

The deadline for applications is Wednesday – Sept 19, 2018.

Skills Required

  • Education level: None
  • Work experience (years): 3-5 years


Salary: N/D

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