Hybrid Director: Member Engagement & Communications

BCNET; Vancouver; Hybrid; CAD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid Work Model

Health Benefits

Pension Plan

Professional Development

Paid Time Off

Volunteer Day

Inclusive Culture

Transit-accessible office

Job summary

BCNET seeks a Director of Member Engagement & Communications to lead member engagement, communications, and service adoption efforts. The Director will guide strategies across portfolios, promote awareness and value realization, and embed engagement as a core organizational competency.

Responsibilities include leading programs, guiding change initiatives, and collaborating with executives, institutions, and partners.

Qualifications

• Undergraduate degree in Business/Commerce or acceptable combination of education, training and experience.
• 5+ years experience in member engagement, communications, marketing, service adoption, customer experience, community development, business operations, or related leadership environments.
• 5+ years progressive experience in a leadership role.
• Experience in managing a high performing team.
• Experience developing and supporting engagement programs with members, communities, partners, and cross-functional teams.
• Experience working within higher education and/or information technology sector.
• Excellent communications, marketing, service adoption, member engagement, and community-building skills.
• Excellent member engagement, facilitation, collaboration, and relationship-building skills.
• Excellent negotiating and problem solving skills.
• High degree of business acumen.
• Proven ability to proactively solve problems with a positive attitude.
• Demonstrated experience developing business cases, service plans, engagement strategies, communications programs, or adoption initiatives.
• Demonstrated skills in leadership, people management, risk management, and strong commitment to service excellence.
• Experience leveraging member feedback, engagement data, surveys, CRM platforms, or related insights to inform decision-making and improve services.
• Demonstrated ability to lead organizational change, service adoption, communications, and engagement initiatives across diverse stakeholder groups.
• Strong communication skills, both written and verbal.
• Strong interpersonal skills.
• Ability to communicate and present effectively with executives, senior decision-makers, members, community participants, partners, and team members. Demonstrated documentation writing ability with an aptitude for information technology and communication services.
• Ability to work effectively under pressure while juggling multiple priorities.
• Ability to maintain flexibility and openness in a rapidly changing environment.
• Confident, respectful, and resourceful leader with entrepreneurial spirit.
• Proficiency with MS Office and experience with a CRM is preferred.

Responsibilities

• Lead BCNET's member engagement strategy, ensuring member needs, insights, and feedback inform service planning, delivery, and continuous improvement.
• Lead initiatives that promote awareness, understanding, adoption, utilization, and value realization of BCNET services across the member community.
• Partner with service portfolio leaders to identify opportunities to increase member participation, expand service adoption, and communicate the value and impact of BCNET services.
• Establish and monitor measures of member engagement, satisfaction, participation, service adoption, and member value realization, providing insights and recommendations to the leadership team.
• Develop and maintain processes, tools, and practices that strengthen member understanding, participation, satisfaction, and engagement across all BCNET service portfolios.
• Coordinate member feedback mechanisms, listening activities, surveys, advisory groups, and engagement programs that support evidence-based decision-making.
• Oversee BCNET's Customer Relationship Management (CRM) platform and engagement intelligence practices to support member engagement planning, service adoption activities, and organizational decision-making.
• Lead planning of workshops, knowledge sharing, and community development through member forums, professional development programs, conferences, workshops, and other engagement activities.
• Provide organizational leadership, guidance, and best practices that strengthen member engagement capabilities across BCNET and support a consistent, member-centered experience.
• Oversee the management and continuous improvement of BCNET's Customer Relationship Management (CRM) platform and related engagement data.
• Work collaboratively with service portfolio owners to identify opportunities for service growth, increased participation, and enhanced member value.
• Contributes to relationship development and engagement activities with member institutions, provincial agencies, national organizations, and strategic partners, as assigned, ensuring alignment with BCNET priorities and member needs.
• Participate in strategic planning, organizational initiatives, and cross-functional projects that advance BCNET's objectives.
• Attend conferences, workshops, and sector events as appropriate to support professional learning and organizational awareness.
• Travel as required within British Columbia and beyond.
• Perform other duties as assigned.

Education

Bachelor's degree in Business/Commerce

Tools

MS Office

CRM software

Job description

BCNET seeks a Director of Member Engagement & Communications to lead member engagement, communications, and service adoption efforts. The Director will guide strategies across portfolios, promote awareness and value realization, and embed engagement as a core organizational competency.

Responsibilities include leading programs, guiding change initiatives, and collaborating with executives, institutions, and partners.