Director, Member Engagement

Altis; Toronto; Hybrid; CAD 130,000 - 180,000; Full time

Job summary

Altis Recruitment is seeking a Director of Member Engagement to lead enterprise-wide engagement strategies, loyalty programs, and customer journey optimization in a hybrid Toronto-based setting. You will drive data-driven decisions, collaborate with cross-functional teams, and coach a high-performing group to deliver measurable impact.

The role involves partnering with Marketing, Analytics, Digital, and Technology leaders to turn insights into action and strengthen long-term member value across

Qualifications

• 10+ years of progressive experience in customer engagement, loyalty, CRM, lifecycle marketing, customer experience, growth marketing, or a related discipline.
• Experience in loyalty, financial services, banking, retail, or a membership-based environment is a strong asset.
• Proven success developing enterprise strategies that improve engagement, retention, growth, and customer experience.
• Strong people leadership skills with experience developing collaborative, accountable, high-performing teams.
• Excellent business and analytical acumen, with the ability to translate data and insights into clear strategies and measurable outcomes.
• Strong executive communication, stakeholder management, and influencing skills.

Responsibilities

• Develop and evolve enterprise-wide engagement strategies that strengthen loyalty, retention, participation, and growth.
• Lead lifecycle marketing, personalization, audience strategy, and customer journey initiatives.
• Translate business priorities and customer insights into integrated campaigns, offers, and experiences.
• Partner with Analytics and Data Science teams to establish testing, measurement, and optimization frameworks.
• Use customer data, market trends, and behavioural insights to identify opportunities that increase engagement and long-term value.
• Lead, coach, and develop a high-performing team while building strong organizational capabilities.
• Influence senior stakeholders and create alignment across Marketing, Digital, Technology, Analytics, and other business functions.

Skills

Customer engagement

Loyalty programs

Lifecycle marketing

Data-driven decision making

Executive communication

Stakeholder management

Growth marketing

Education

Bachelor’s degree in Business/Marketing/Commerce/Communications

MBA or equivalent advanced education

Job description

Location: Toronto, ON, Hybrid, three days onsite and two days remote

Language: Strong written and spoken English communication skills

About the Opportunity

Altis Recruitment is partnering with a leading Canadian organization to recruit a Director, Member Engagement. This strategic leadership opportunity will shape how a large and diverse member base connects with the organization, with a focus on strengthening loyalty, participation, retention, and long-term value.

You’ll work closely with senior leaders and teams across Marketing, Analytics, Digital, Data Science, and Technology to turn customer insights into meaningful experiences. This is an opportunity for a collaborative, data-driven leader to influence enterprise strategy while leading a high-performing team and delivering measurable business impact.

What’s in it for You

You’ll step into a highly visible leadership role where your ideas, expertise, and perspective can influence the customer experience at an enterprise level. You’ll join a collaborative environment that values innovation, thoughtful decision-making, cross-functional partnership, and continuous improvement.

Your Responsibilities

• You’ll develop and evolve enterprise-wide engagement strategies that strengthen loyalty, retention, participation, and growth.
• You’ll lead lifecycle marketing, personalization, audience strategy, and customer journey initiatives.
• You’ll translate business priorities and customer insights into integrated campaigns, offers, and experiences.
• You’ll partner with Analytics and Data Science teams to establish testing, measurement, and optimization frameworks.
• You’ll use customer data, market trends, and behavioural insights to identify opportunities that increase engagement and long-term value.
• You’ll lead, coach, and develop a high-performing team while building strong organizational capabilities.
• You’ll influence senior stakeholders and create alignment across Marketing, Digital, Technology, Analytics, and other business functions.

Skills and Qualifications

• 10+ years of progressive experience in customer engagement, loyalty, CRM, lifecycle marketing, customer experience, growth marketing, or a related discipline.
• Experience in loyalty, financial services, banking, retail, or a membership-based environment is a strong asset.
• Proven success developing enterprise strategies that improve engagement, retention, growth, and customer experience.
• Strong people leadership skills with experience developing collaborative, accountable, high-performing teams.
• Excellent business and analytical acumen, with the ability to translate data and insights into clear strategies and measurable outcomes.
• Strong executive communication, stakeholder management, and influencing skills.
• Bachelor’s degree in Business, Marketing, Commerce, Communications, or a related field. An MBA or equivalent advanced education is an asset.

Note from the Hiring Manager

“We’re looking for a strategic leader who understands what drives meaningful customer engagement and can turn insights into action. This person will bring people together across the organization, challenge our thinking, and help us create experiences that deliver lasting value.”