Vice President Resident Experience

2 months ago

Markham, Canada Sienna Senior Living Full time

We are Sienna Senior Living, a publicly traded company (TSX:SIA) and one of Canada’s leading owners and operators of seniors’ residences. We offer care, support, services and housing in Retirement and Long Term Care to seniors/residents and their families. And we truly believe it is a privilege to serve Canada’s seniors, ensuring they live fulfilling lives with the utmost comfort, dignity and respect.


At Sienna, we empower our 12,000 team members to help our residents live the life they desire and deserve. We provide our team members the tools and support to deliver excellent clinical care and elevate the resident experience through choice, personalization, and community engagement.


What Sienna Offers: We are a purpose driven organization. We aspire to cultivate an environment and culture where team members feel valued, heard and empowered to do meaningful work.


What You’ll Be Doing: Reporting to the Executive Vice President, Retirement Living, the Vice President, Resident Experience will be a visionary yet practical leader who understands what seniors and their families value most in retirement living. This key role will design and develop programs that foster resident well-being and a genuine sense of community, reinforcing Aspira's leadership in senior living.


By creating initiatives that are effective, consistent, and adaptable to the unique needs of residents across Canada, this role will enhance satisfaction and elevate each community's appeal. Success will be measured through collaboration with operations, performance metrics, and resident feedback, ensuring seamless, exceptional daily experiences that boost occupancy, resident satisfaction and Net Promoter Score (NPS).


We seek a leader who can translate insights into actionable strategies, setting a new standard for senior living. If you have the passion and expertise to drive impactful programs and strengthen our market position, we want to hear from you


What you will be doing:


Understanding and Translating Resident Needs

  • Deeply understand the current and evolving needs of seniors and their families to inform strategic program development
  • Translate resident insights into high-quality engagement and culinary programs that align with their preferences and the Aspira brand promise
  • Ensure programs meet diverse resident needs, enhancing satisfaction and retention across all communities


Program Design and Implementation

Culinary & Dining Experience:

  • Oversee the creation and implementation of dining experiences that cater to residents’ dietary preferences and nutritional needs
  • Maintain culinary standards and food quality across all residences, ensuring compliance with regulations and policies
  • Elevate best practices in culinary operations to drive efficiency, excellence, and profitability while enhancing resident satisfaction.


Resident Engagement:

  • Develop and roll out resident engagement initiatives that reflect diverse interests and recreational needs, fostering a sense of community
  • Ensure programs are executed consistently and in line with Sienna policies and the Aspira brand, while meeting regulatory requirements
  • Promote innovative practices to increase operational efficiency and elevate resident experiences


Collaborative Execution in a Matrix Environment

  • Work collaboratively within a matrix environment that includes sales, marketing, and operations teams to implement resident-focused programs across multi-site homes throughout Canada
  • Build and maintain strong relationships with stakeholders to align program delivery with local and regional needs, supporting resident retention and satisfaction
  • Anticipate and navigate organizational needs, identify solutions to overcome barriers, and leverage cross-functional collaboration for seamless program execution
  • Lead by example, upholding the organization’s vision and values and ensuring others align with Sienna’s culture and strategic objectives


Who you are:

  • Proven Track Record: Extensive experience in developing and implementing customer-focused programs and experiences in multi-site, national network settings, ideally within hospitality, retail, senior living, or a related industry
  • Leadership and Strategic Vision: Over 15 years of progressive experience leading successful teams, with a strategic mindset that drives growth and helps organizations achieve objectives through innovation and careful planning
  • Collaboration and Stakeholder Management: Demonstrated ability to work effectively in a matrix environment, influencing senior stakeholders to achieve significant business outcomes while fostering strong internal and external relationships
  • Change and Project Management Expertise: Proficiency in change management practices, project management, and using tools such as Voice of the Customer and 5 Why’s to support effective program execution
  • Commitment to Excellence: Passion for serving seniors and enhancing their quality of life through resident-centered experiences, combined with strong skills in branding, strategic engagement, and relationship management


What you need to know:

  • We are committed to creating an inclusive environment where all team members and residents feel like they belong. We seek applicants with diverse backgrounds and have a wide range of abilities. Sienna provides an accessible candidate experience
  • You must successfully pass a Background Check
  • Competitive, attractive compensation and benefits package will be offered to the selected candidate


Sienna Senior Living is committed to employment equity, diversity, and inclusion in the workplace. In accordance with provincial regulations, upon request, support will be provided for accommodations throughout the recruitment, selection, and assessment process.

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