Director, Member Experience

CPA Ontario; Greater Toronto Area; Hybrid; CAD 100,000 - 140,000; Full time

Job summary

CPA Ontario is seeking a Director of Member Experience to lead its member engagement initiatives. This pivotal role involves creating and executing a community engagement strategy, leveraging data and technology to enhance member interactions while collaborating with internal teams to drive value. The ideal candidate will possess significant experience in stakeholder engagement, strategic planning, and will be committed to promoting CPA Ontario's values amidst a diverse client base.

Benefits

Hybrid work environment

Unlimited career advancement

Professional development opportunities

Industry leading benefits

Qualifications

• 7-10 years of experience in leading customer or client engagement initiatives.
• Experience in managing multiple stakeholder relationships.
• Proven ability to develop and implement engagement strategies.

Responsibilities

• Drive the member experience through a community engagement strategy.
• Engage with community leaders and build strategic partnerships.
• Utilize member data to create effective engagement channels.

Skills

Customer Engagement

Leadership

Communication Skills

Strategic Planning

Relationship Building

Education

Undergraduate degree in business or related field

Job description

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An Opportunity To Build, Execute and Champion

CPA Ontario’s Member Engagement Strategy

CPA Ontario is currently in search of a Director, Member Experience to drive the CPA Ontario member experience by building and executing on a multi-layered community engagement strategy that mobilizes the diverse strengths of Ontario’s CPAs. This role will focus on key areas of interest and transformation for the profession through the creation of connected ‘communities’ which will effectively leverage segmentation of innovative technologies, to deliver curated and valuable communications, networking events, content, and peer to peer collaboration opportunities.

In this role, you will work in partnership with other internal business units and lead key initiatives that deliver tangible member value while continuously focusing on data-driven ideation, innovation and recommending forward-thinking ideas and initiatives for our multi-year roadmap.

Your expertise empowers you to :

Deepen and grow our Communities of Interest program : Collaborate across the organization to increase member engagement which will include research to uncover new ‘communities’, identification of synergistic value-add CPA Ontario programs, building engaging communications, events, peer to peer experiences, and digital platforms.

Actively engage with Community leaders and members : Seek to understand and build value-added events, speaking engagements, feedback tools, and external partnerships. Act as the primary liaison for member communities and regional associations, ensuring their needs and feedback inform organizational decisions.

Build a strategic roadmap based on member insights : Create new platforms and channels for engagement, utilizing our member data, engagement metrics and KPIs, in order to make informed decisions on segmenting and expanding our communities including small / medium practitioners and younger CPAs.

Seek out new technology and tools to facilitate member engagement : Continually drive our member experiences by leveraging new and existing technology, tools and partners to create new initiatives that provide exceptional experience, reflected in successful Net Promoter Score (NPS) results.

Build and understand the end-to-end journeys for our members and students : Focus on “moments that matter” and develop personas based on member needs to drive personalized experience and engagement. Leverage data-driven decision making to deliver continuous improvement. Fully understand members’ regulatory expectations to ensure member engagement touchpoints deliver consistent and brand-appropriate messaging.

You are the ideal candidate if :

Education and Experience :

You hold an undergraduate degree in business or a related field of study with a minimum 7-10 years of experience leading large scale internal or external customer / client initiatives with proven results. A CPA designation is preferred, ideally with a track record of large-scale customer engagement.

You are experienced at building customer and / or member engagement strategies through outreach, technology and change management. You also possess the ability to collaborate and build partnerships and take a relationship-based approach in working with internal and external stakeholders.

Proven skills and abilities :

Results : You have a proven track record of exceeding goals accomplished with your strong work ethic and ability to consistently make good decisions through a combination of experience, and sound judgment.

Leadership : Youhave proven leadership experience in a complex, multi-stakeholder environment and are able to work collaboratively with internal and external stakeholders and partners, including cross-industry senior leaders.

Resilience : You have a proven ability to drive multiple projects forward with a relentless focus on delivery. You are able to navigate issues and gain support without adversely affecting timelines and outcomes.

Communications Skills : You are a strong communicator capable of synthesizing complex issues and conveying information to all levels of internal and external stakeholders, senior management teams and partners in a clear and concise manner.

Diplomacy, Interpersonal and Relationship Building Skills : You are effective in dealing fairly, assertively, and professionally with internal and external stakeholders at all levels. You generate consensus and sustain collaborative relationships while maintaining a positive image and profile for the organization.

Commitment to CPA Ontario’s Values : You demonstrate a high level of integrity and are widely respected as open, honest, transparent, ethical, and trustworthy. You are able to build trust and serve as an ambassador of the organization with a demonstrated“ member-first” mindset.

You are inspired by :

A fast-paced environment. Collaboration, innovation and passionate professionals are at our core. We relentlessly pursue what’s next to unlock the full potential of you and us together.

Hybrid work environment. As part of our Hybrid work culture, we include a portion of remote work within an overall approach that places a high value on in-office teamwork and collaboration.

Diversity and inclusion. We recognize the value in our differences and prioritize inclusivity to bring together the best talent to protect the public, advance the profession and enable CPAs to lead business and society forward.

Ongoing learning and career growth. We want your career to skyrocket. We support unlimited career advancement and professional development opportunities with learning investments to promote your future growth. Thrive with us.

Focus on your well-being. With industry leading benefits and wellness programs, including a healthy lifestyle allowance, mental health resources and more, we’re committed to your well-being.

Why the next step in your career is CPA Ontario

We protect the public. We advance the profession. We enable CPAs to lead business and society forward. We ensure that our 103,000 members and 18,000 students meet the highest standards of integrity and expertise. We help them stay ahead of global market trends and abreast of regulatory change. CPAs represent a globally recognized, premium designation. Our Chartered Professional Accountants are valued by organizations in all industries for their financial expertise, strategic thinking, management skills and leadership. We believe that success happens when both business and society benefit. For information on the profession visit : cpaontario.ca.

We appreciate your interest in CPA Ontario and this position

At CPA Ontario, we are committed to building high-performance teams. Our selection process is thorough, and all candidate applications are reviewed. Should your qualifications and experience meet the requirements of this role, a member of our recruitment team will contact you. We encourage you to set up CPA Ontario job alerts for positions that align to your experience and career goals.

CPA Ontario is an inclusive employer. Accommodation is available under the Ontario Human Rights Code. If you require a disability-related accommodation to participate in the recruitment process, please email [e-mail] with “Accommodation Required” in the subject line to provide your contact information. A member of the Recruitment team will contact you within 48 hours.

Seniority level

Seniority level

Director

Employment type

Employment type

Full-time

Job function

Job function

Business Development, Strategy / Planning, and Management

Accounting, Non-profit Organizations, and Higher Education

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Director Member Experience • Greater Toronto Area, ON, Canada