Visitor Experience & Engagement Lead

Vancouver Botanical Gardens Associaton; Vancouver; On-site; CAD 48,000 - 52,000; Full time

Benefits offered by this job

Comprehensive benefits package

RRSP matching program

3 weeks paid vacation

Work at a beautiful garden

Free onsite parking

Job summary

Vancouver Botanical Gardens Association (VBGA) seeks a Guest Experience Lead to provide warm, professional service to visitors at VanDusen Botanical Garden. You will handle inquiries, memberships, donations, and education registrations while supporting multiple CRMs and collaborating with volunteers and the Park Board.

You will report to the Mission Advancement Manager and contribute to event support, data reporting, and mass communications with a focus on guest satisfaction and data integrity.

Qualifications

• 3+ years of hospitality, membership, customer-facing administration, or retail experience.
• Fluent English required; additional languages are an asset.
• Proficient with Microsoft Office 365 (Word, Excel, Outlook, Teams).
• Knowledge of Mailchimp or SurveyMonkey preferred.
• Experience with CRMs or databases such as Donor Perfect, Amilia, Raiser’s Edge, ActiveNet, or Better Impact.

Responsibilities

• Greet, welcome, and engage with members and visitors in a friendly, timely manner.
• Serve as the first contact for inquiries via phone, email, or in person; respond within 24–48 hours.
• Process memberships, education registrations, donations, and volunteer inquiries; manage accounts and payments.
• Act as a subject matter expert for educational experiences, volunteer opportunities, and events.
• Maintain data integrity across multiple CRMs and compile monthly membership metrics for management.
• Foster relationships with VBGA volunteers and Park Board front-of-house teams.
• Deliver ongoing training and onboarding to volunteers on Garden initiatives.
• Ensure timely delivery of daily and monthly communications to members.

Skills

Customer service

CRM systems

MS Office

Verbal & written communication

Multitasking

Education

Post-secondary diploma or degree in a related field

Tools

Donor Perfect

Amilia

Raiser’s Edge

ActiveNet

Better Impact

Job description

Vancouver Botanical Gardens Association (VBGA) seeks a Guest Experience Lead to provide warm, professional service to visitors at VanDusen Botanical Garden. You will handle inquiries, memberships, donations, and education registrations while supporting multiple CRMs and collaborating with volunteers and the Park Board.

You will report to the Mission Advancement Manager and contribute to event support, data reporting, and mass communications with a focus on guest satisfaction and data integrity.