Job Description

Our reputable client in the professional services sector is seeking a new Director of Client Services / Member Experience to join their team!

The Director of Member Experience is at the heart of our commitment to excellence, customer service and shaping our brand reputation.

With a strategic vision and strong leadership, you will lead the development and implementation of practices to shape the member experience.

You will be responsible for understanding the entire member journey, ensuring that each interaction supports our Chairs in providing an authentic and engaging experience.

The ideal candidate embodies inspirational leadership, adept communication, adaptability and have expertise in team leadership and customer service.

With a strategic mindset and practical experience, they seamlessly blend vision with execution.

This role is 100% onsite based out of their Calgary office.

Roles and Responsibilities

• Collaborate with the leadership team to align customer service initiatives with broader member experience objectives and business goals.
• Develop and implement a comprehensive member celebration strategy to drive customer satisfaction, retention, and growth
• Responsible for budget management. Manage budgets effectively, ensuring financial resources are allocated
• Define and oversee operational Key Performance Indicators (KPIs) for the team, setting clear targets for performance.
• Track, report and analyze metrics and measures of business performance and customer service levels are achieved
• Ensure processes and procedures are implemented to ensure efficient delivery
• Address raised member issues with speed and urgency, orchestrating resources across the company as appropriate
• Develop and optimize member onboarding process to foster positive experiences and set members up for success.
• Provide leadership, guidance, and mentorship to the Member Experience team to ensure high-performance and engagement resulting in excellent customer service.
• Work collaboratively with and influence other departments to achieve business unit and company goals

Qualifications and Skills

• Proven experience in customer retention, customer success, or membership experience or a similar role
• 10 years experience in leading customer experience strateg
• Skilled in customer research methodologies with the ability to recommend, lead and analyze research methodologies and result
• Critical thinker with the ability to review and adapt processes and deliver results
• Proven track record driving positive change in a complex environment
• Strong communication skills with all levels of stakeholders
• Excellent analytical skills with the ability to interpret data and metrics to drive decision-making
• Proficient in utilizing a Customer Relationship Management system (CRM) and email marketing platforms, as well as data analytics tools
• Knowledge of industry trends, best practices, and emerging technologies in customer retention and service
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities