Executive Director, Guest Experience Management

Furever Pawradise Inc.; Toronto; On-site; CAD 120,000 - 170,000; Full time

Job summary

Furever Pawradise in Toronto is seeking an Executive Director of Guest Experience Management to orchestrate a seamless attendee journey from registration to post-event feedback.

You will lead multiple departments, drive service improvements, ensure accessibility, and foster a professional, guest-first culture across all staff.

Qualifications

• Experience in customer service management in a high-volume environment.
• Ability to develop and execute long-term service improvement strategies.
• Strong organizational skills to manage complex, deadline-driven processes.

Responsibilities

• Provide strategic leadership and direct operational oversight for the Experience Review, Registration, and Ticket Planning departments.
• Develop and implement a comprehensive strategy for the attendee journey, identifying and removing friction points.
• Oversee ticketing sales, registration processes, and badge distribution.
• Lead the Experience Review department in gathering and acting on attendee feedback to drive continuous improvement.
• Ensure all guest-facing operations are accessible and align with the organization's EDI policy.
• Recruit, mentor, and support Department Manager(s) within Guest Experience.
• Uphold staff policies and foster a professional, helpful, and solutions-oriented culture.

Skills

Customer Service Management

Strategic Planning

Project Management

Data Analysis

Team Leadership

Job description

Executive Director, Guest Experience Management

The Executive Director of Guest Experience Management is a senior leader responsible for ensuring a seamless, welcoming, and positive experience for every Furever Pawradise attendee. This role provides strategic oversight for all guest-facing services, from initial ticketing to on-site registration and post-event feedback. The Executive Director champions the core values of Community & Inclusivity and Joy & Celebration by leading the departments that form the first and last impression of the event.

Requirements

Key Responsibilities

Provide strategic leadership and direct operational oversight for the Experience Review, Registration, and Ticket Planning departments.

Develop and implement a comprehensive strategy for the entire attendee journey, identifying and removing points of friction.

Oversee the planning and execution of ticketing sales, registration processes, and badge distribution.

Lead the Experience Review department in gathering, analyzing, and acting upon attendee feedback to drive continuous improvement.

Ensure all guest-facing operations are fully accessible and align with the organization's EDI policy.

Recruit, mentor, and support the Department Manager(s) within the Guest Experience sector.

Uphold and enforce all staff policies, ensuring a professional, helpful, and solutions-oriented culture among guest-facing staff.

Required Skills & Qualifications

Customer Service Management: Significant experience managing customer service, guest relations, or user experience in a high-volume environment.

Strategic Planning: Proven ability to develop and execute long-term strategies for service improvement.

Project Management: Strong organizational skills to manage complex, deadline-driven processes like ticketing launches and on-site registration.

Data Analysis: Ability to interpret feedback data (surveys, reports) to make informed decisions.

Team Leadership: Experience leading and inspiring teams focused on customer satisfaction.

Beneficial Skills

Experience with event registration and ticketing software/platforms.

Previous experience in a leadership role at a convention or festival.

Knowledge of accessibility standards (AODA).

About the Company

Furever Pawradise is a Toronto-based, non-profit organization dedicated to celebrating and empowering the vibrant anthropomorphic arts (furry) community. Our core mission is to create a premier annual event that provides a dedicated platform for artists to showcase their creativity, for community members to forge lasting connections, and for all of us to channel our collective passion into philanthropic good for local charities.
Our organization is built on a foundation of six core values: Creativity & Expression, Community & Inclusivity, Empowerment, Generosity & Impact, Integrity & Trust, and Joy & Celebration. Joining the Furever Pawradise team means becoming part of a passionate, collaborative, and dedicated group of people who believe in the power of community and creativity.