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 IntegrationTranslate 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.Lead EC delivery across phone, email, chat, and self-service channels while strengthening escalation discipline, service recovery, and CRM accuracy.Strategic Direction, Data Literacy & Business AcumenUse 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 & InfluencePartner 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 LeadershipBuild 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 DeliveryOversee 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 ManagementAct 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 PresenceLead 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 that drive success for our members while advancing your career as a Director, Member ExperienceWe offer a competitive compensation and benefits package (salary range $140,000 - $165,000), a hybrid work environment, a nine-day fortnight schedule opportunity, and a supportive and inclusive culture and work environment.Compensation details listed in this posting reflect the range of pay. Individual pay is determined by skills, qualifications, experience, and location.While we appreciate all candidates that apply for this position, we'll only contact candidates who we select for an interview.GVR is an equal-opportunity employer and welcomes applications from all qualified individuals. GVR encourages applications from women, Indigenous persons, racialized persons, persons with disabilities and persons of all sexual orientations and/or gender identities.GVR is committed to an inclusive, accessible and welcoming hiring process that provides reasonable accommodation to all applicants. Please advise Rajan Bajaj, ) should you require any accommodation to participate in this posting, recruitment, selection and/or assessment processes.Must be legally authorized to work in Canada, with a preference given to Canadian citizens and permanent residents.Job Types: Full-time, PermanentPay: $140,000.00-$165,000.00 per yearBenefits:Company eventsCompany pensionDental careDisability insuranceEmployee assistance programExtended health careFlexible scheduleLife insuranceOn-site gymOn-site parkingPaid time offVision careWork Location: Hybrid remote in Vancouver, BC V6H 4C8