Director, Member Experience

At Greater Vancouver REALTORS® (GVR), we’re passionate about leading professionalism and innovation in real estate. Our award-winning team works hard, has fun, and enjoys the best view in the city from our Spruce Street office. Our 15,000 REALTOR® members trust GVR to provide the tools, services, and support they need to provide the best service to their clients. We deliver trusted market insights, advocacy, professional education, and cutting-edge technology solutions to help our members thrive in an ever-evolving industry. At GVR, we are proud to champion excellence, transparency, and sustainable housing solutions while shaping the future of real estate. **Position summary**: The Director, Member Experience plays a pivotal role in shaping the end-to-end member journey—integrating service delivery, events, marketing execution, and brokerage engagement into one unified experience. This role is ideal for a senior leader who thrives at the intersection of customer experience, operations, analytics, technology, and culture building. **Key responsibilities**: **Member Experience & Operational Integration** - Translate GVR’s member-lifecycle strategy into seamless frontline execution across the Engagement Centre (EC), Account Executive (AE) Program, and Events. - Build a unified Membership Operations service identity through shared standards, workflows, communication templates, and experience frameworks. **Strategic Direction, Data Literacy & Business Acumen** - Use qualitative and quantitative data to challenge assumptions, generate insights, and inform operational, financial, and strategic decisions. - Manage portfolio budgets, cost-to-serve, margin, and P&L; provide pricing recommendations grounded in demand, value, and financial accuracy. - Serve as product owner for the CX and marketing technology stack (CRM, CCaaS, event platforms, analytics tools), ensuring data privacy and effective insight sharing. - Lead innovation experiments—including AI, predictive analytics, and automation—to enhance service quality and efficiency. **Growth, Marketing & Influence** - Partner across internal teams to deliver unified marketing for events, courses, and sponsorships that strengthen the brand and drive pipeline growth. - Leverage CRM intelligence and brokerage insights to shape targeted acquisition funnels and deepen member value. - Ensure sponsor fulfilment, post-event analytics, and experience consistency across all touchpoints. **Brokerage & Member Relationship Leadership** - Build and scale the AE Program to strengthen relationships with managing brokers, support retention, and identify growth or risk signals. - Drive CRM-based territory planning, engagement pipelines, and brokerage health scoring, integrating AE insights into EC and Events for an end-to-end member experience. - Design and deliver experiences that serve all member segments, including new Canadians, small brokerages, and Indigenous REALTORS®. **Events & Engagement Delivery** - Oversee planning, logistics, execution, and onsite delivery of GVR events, ensuring alignment with the service brand and organizational priorities. - Maintain cost discipline, risk controls, timelines, sponsorship accuracy, and margin management. **Governance & Stakeholder Management** - Act as staff liaison for committees and task forces; prepare reports and presentations for executives and the board. - Build productive partnerships with BCREA, other boards, and regulatory bodies to share learning, align standards, and enhance member value. **Talent, Culture & Leadership Presence** - Lead EC, AE, and Events teams as one integrated leadership slate, fostering a collaborative, accountable, member-first culture. - Strengthen frontline capability and confidence through coaching, critical thinking, and operational clarity. - Build strong, trusting relationships across the organization, managing up, down, and across with influence and leadership presence. **Qualifications, skills, and experience**: - Bachelor’s degree in business, marketing, communication, or related discipline. - Eight or more years of progressive leadership in member or customer experience, contact centre operations, marketing, event management, or related fields, including three years at the director level. - Demonstrated success transforming omnichannel service operations and introducing modern technology platforms such as Salesforce Service Cloud or Genesys. - Proven ability to plan and deliver large-scale events and manage sponsorship partners. - Track record of growing membership revenue and retention within an association or subscription-based environment. - Executive presence with the ability to influence senior stakeholders and volunteer leaders. **Preferred Qualifications**: - **CAE, CRAE**, **CCXP**, **XMP**, **CMMP,**Certified Meeting Professional, or similar designation. - Familiarity with British Columbia real estate regulation and CREA standards. Join us in creating innovative solutions