Director Member Engagement

Job Summary:

The Director of Member Engagement & Communications (the “Director’) provides leadership for BCNET’s member engagement, communication and service adoption functions. As a member of the leadership team, the Director works closely with service portfolio leaders to ensure member needs, feedback, and insights inform service planning and delivery while also promoting awareness, adoption, and utilization of BCNET services across the member community. The role plays a key part in helping members understand, access, and realize value from BCNET's evolving portfolio of services. The Director leads the development and execution of programs, processes, and practices that strengthen BCNET's understanding of its members and support meaningful engagement across the organization. Working closely with service portfolio leaders, the Director helps embed member engagement as a shared organizational competency, ensuring that member feedback, insights, and participation are incorporated into planning, service development, communications, and decision-making. The Director is responsible for overseeing programs that build community knowledge, capacity, and collaboration. In addition, the Director provides leadership for BCNET's corporate communications, brand management, marketing activities, website and digital presence, ensuring clear, consistent, and member-focused communications that advance BCNET's mission and strategic priorities.

Key Responsibilities
& Duties:

Member Engagement & Service Adoption

Lead BCNET's member engagement strategy, ensuring member needs, insights, and feedback inform service planning, delivery, and continuous improvement. Lead initiatives that promote awareness, understanding, adoption, utilization, and value realization of BCNET services across the member community. Partner with service portfolio leaders to identify opportunities to increase member participation, expand service adoption, and communicate the value and impact of BCNET services. Establish and monitor measures of member engagement, satisfaction, participation, service adoption, and member value realization, providing insights and recommendations to the leadership team. Develop and maintain processes, tools, and practices that strengthen member understanding, participation, satisfaction, and engagement across all BCNET service portfolios. Coordinate member feedback mechanisms, listening activities, surveys, advisory groups, and engagement programs that support evidence-based decision-making. Oversee BCNET's Customer Relationship Management (CRM) platform and engagement intelligence practices to support member engagement planning, service adoption activities, and organizational decision-making. Lead planning of workshops. knowledge sharing, and community development through member forums, professional development programs, conferences, workshops, and other engagement activities. Provide organizational leadership, guidance, and best practices that strengthen member engagement capabilities across BCNET and support a consistent, member-centered experience. Communications & Brand Leadership

Oversee BCNET's corporate communications, branding, marketing activities, digital presence, and social media channels. Ensure communications are clear, consistent, member-focused, and aligned with BCNET's mission, values, and strategic priorities. Lead the development of communication strategies and programs that support service awareness, adoption, community building, and organizational change initiatives. Organizational Enablement

Serve as the organizational lead for member engagement practices, providing guidance, coaching, tools, and frameworks that help teams engage effectively with members. Oversee the management and continuous improvement of BCNET's Customer Relationship Management (CRM) platform and related engagement data. Work collaboratively with service portfolio owners to identify opportunities for service growth, increased participation, and enhanced member value. Contributes to relationship development and engagement activities with member institutions, provincial agencies, national organizations, and strategic partners, as assigned, ensuring alignment with BCNET priorities and member needs. Operational Support

Support the coordination and communication of significant service issues, member concerns, and service-related incidents as required. Participate in strategic planning, organizational initiatives, and cross-functional projects that advance BCNET's objectives. Attend conferences, workshops, and sector events as appropriate to support professional learning and organizational awareness. Travel as required within British Columbia and beyond. Perform other duties as assigned. Qualifications &

Skills:

Undergraduate degree in Business/Commerce or acceptable combination of education, training and experience. 5+ years experience in member engagement, communications, mar