Director, Member Experience

MacDonald Search Group is excited to partner with a top-tier, award-winning member organization to find their next Director of Member Experience. Based in a beautiful office with one of the best views in the city, our client provides the essential tools, education, and advocacy that help their members succeed in a fast-paced industry.

As Director, you’ll play a key role shaping the entire member journey. You will lead a talented team across service delivery, events, and marketing to create one seamless, high-value experience. This is a role for a senior leader who loves the mix of high-level strategy, data-driven decision-making, and hands-on culture building.

What You’ll Do

• Lead the Experience: Oversee the Engagement Centre, Events, and Account Executive teams to ensure every interaction—whether via phone, email, or in person—is top-notch.
• Drive Strategy with Data: Use CRM insights and financial metrics to guide pricing, budget management, and member retention strategies.
• Innovate: Act as the "product owner" for the tech stack (Salesforce, marketing tools, AI) to make service smarter and more efficient.
• Connect & Market: Partner with internal teams to deliver high-impact events and marketing campaigns that grow the brand and drive revenue.
• Build Culture: Coach your team to be member-first, while building strong relationships with the Board, committees, and industry partners.

Who You Are

• Experienced Leader: You have 8+ years in CX, marketing, or operations (with at least 3 years at the Director level).
• Tech-Savvy: You’ve successfully led digital transformations (e.g., Salesforce Service Cloud) and know how to leverage modern tech.
• Growth-Minded: You have a track record of increasing revenue and retention in an association or subscription-based business.
• Strategic & Polished: You’re comfortable presenting to executives and influencing stakeholders at all levels.

The Perks

• Salary: $140,000 – $165,000 + competitive benefits.
• Flexibility: Hybrid work environment and every second Friday off
• Culture: A supportive, inclusive environment with a team that works hard and has fun.

Interested candidates are asked to submit their resumes ASAP!