Bilingual Director, Member Experience & Engagement - Permanent - 19363

LRO Staffing; Ottawa; Hybrid; CAD 100,000 - 140,000; Full time

Benefits offered by this job

Healthcare

Pension plan

Vacation

Professional development

Gift card rewards

Job summary

LRO Staffing is recruiting a Bilingual Director, Member Experience & Engagement for a full-time, permanent role in Ottawa. You will lead member experience, engagement, communications, events, sponsorships, and stakeholder relationships, reporting to the COO.

Manage a team of 4–5 staff and advance the organization’s membership value proposition.

Qualifications

• Minimum 5 years in member experience, stakeholder engagement, or related field, including senior management.
• Not-for-profit/association experience preferred.
• Bilingual English and French mandatory.
• Experience leading events and staff development.

Responsibilities

• Provide strategic leadership for membership lifecycle including recruitment, onboarding, renewal and retention.
• Lead strategic communications across channels and align with priorities.
• Oversee member-facing events, hybrid and in-person, to strengthen value proposition.
• Build and maintain relationships with members, sponsors, and partners.
• Mentor and develop a team of 4–5 staff in member services, events and communications.

Skills

Leadership

Stakeholder engagement

Strategic thinking

Communication

Bilingual EN/FR

Education

Bachelor's degree or diploma

Tools

Dynamics 365

Microsoft 365

Zoom/Teams/Pheedloop

Job description

About The Opportunity

LRO Staffing is partnering with a well-established national membership-based organization to recruit a Bilingual Director, Member Experience & Engagement for a full-time, permanent opportunity in Ottawa. This is a senior leadership role offering an exciting opportunity for an experienced communications, membership, engagement, events, or stakeholder relations professional to make a meaningful impact within a respected national organization. Reporting to the Chief Operating Officer, the successful candidate will provide strategic and operational leadership across member experience, engagement, communications, events, sponsorships, and stakeholder relationships. The Director will lead a team of 4-5 staff and play a key role in strengthening the organization's overall membership value proposition.

• Provide strategic leadership and oversight of the membership lifecycle, including recruitment, onboarding, renewal, engagement, and retention
• Develop and monitor member engagement, satisfaction, participation, and service performance indicators
• Advise senior leadership on member engagement, communications, stakeholder relationships, sponsorships, and emerging opportunities
• Lead the development and implementation of strategic communications plans, ensuring consistent messaging across channels and alignment with organizational priorities
• Oversee the planning and delivery of member-facing events and programming, including signature, virtual, hybrid, and in-person events
• Ensure events and engagement initiatives strengthen member value and support relationship-building
• Lead the ongoing development and communication of the organization's value proposition
• Identify opportunities to modernize member engagement, communications, and service delivery through emerging technologies, digital tools, and process improvements
• Lead the identification, development, and securing of sponsorship opportunities
• Support executive-led partnerships through planning, coordination, follow-up, and relationship management
• Develop and maintain strong relationships with members, sponsors, partners, stakeholders, consultants, and service providers
• Establish and oversee service standards for member inquiries, registrations, renewals, and other member services
• Collaborate across the organization to strengthen membership workflows and the effective use of member data and systems
• Lead, mentor, and develop a team of 4-5 staff responsible for member services, events, communications, sponsorships, and engagement
• Set clear goals and priorities, manage performance, provide coaching, and support professional development
• Coordinate staff, volunteers, partners, and temporary workers during major events and engagement activities
• Support hiring and performance management activities in accordance with organizational policies
• Manage multiple priorities and initiatives in a fast-paced environment where priorities may shift
• Travel nationally approximately 3-4 times per year, as required

About You

• Post-secondary degree or diploma in Communications, Public Relations, Event Management, Business Administration, Marketing, Stakeholder Engagement, or a related discipline, or an equivalent combination of education and experience
• Minimum 5 years of progressively responsible experience in member experience, stakeholder engagement, strategic communications, event management, sponsorships, or a related field, including senior management or director-level experience
• Experience within a not-for-profit, association, membership-based, public sector, or similarly complex stakeholder environment
• Demonstrated experience developing and executing strategic communications plans
• Strong experience leading complex events and engagement initiatives involving high-profile participants
• Demonstrated experience leading, mentoring, and developing staff
• Experience advising or supporting senior leaders and working with high-profile stakeholders
• Strong strategic thinking and the ability to translate organizational strategy into actionable initiatives
• Exceptional interpersonal and relationship-building skills
• Strong judgment, discretion, problem-solving, and decision-making abilities
• Experience developing or improving member, client, or stakeholder experience strategies is an asset
• Experience managing external consultants, contractors, vendors, and service providers is an asset
• Experience managing budgets and resources is an asset
• Experience identifying and securing sponsorship opportunities is an asset
• Bilingualism in English and French, both written and verbal, is mandatory
• Proficiency with Microsoft 365 and digital communications, event management, and virtual platforms such as Zoom, Teams, and Pheedloop
• Experience with CRM systems, particularly Dynamics 365, is an asset
• Adaptable and comfortable managing multiple concurrent priorities and changing operational demands

About the Job

• Location: Ottawa, ON
• Work Arrangement: Hybrid - minimum 3 days per week in office, with flexibility for remote work based on operational needs
• Hours: 37.5 hours per week, Monday to Friday. Occasional evening and weekend availability required during major events
• Salary: $100,000 to $140,000 annually
• Benefits: Comprehensive total compensation package following successful completion of a 180-working-day probationary period, including Sun Life healthcare and drug coverage, 6% employer pension contributions, three weeks' vacation, 15 sick days, five paid family responsibility days, professional development opportunities, and a peer recognition program with gift card rewards