Associate Director, Member Management

About Us Green Key Global (GKG) is a leading international environmental certification body that offers standardized programs and resources, designed specifically for the hotel and meetings industries.

Affordable programs, including the Green Key Eco-Rating and the Green Key Meetings Programs, help our members leverage organizational corporate social responsibility activities and support sustainable initiatives across their properties and brands to benefit the environment and improve fiscal performance and community relations.

With over 20 participating countries and a notable mix of branded and independent members, Green Key Global is truly the hotel and lodging industry’s sustainable certification program of choice.

Green Key Global is jointly owned and operated by the American Hotel & Lodging Association (US) and the Hotel Association of Canada (HAC), who have recently unified to deliver a singular solution for hotel sustainability certification in North America.

The Green Key Global program is poised for significant growth as this partnership will accelerate its penetration into the US market, and is therefore investing in resources to support the strategic and operational expansion of the program.

About the Role : Reporting to the Director of Business Development, Member Management & Servicing, the Associate Director, Member Management directly manages our relationships with our two largest hotel brands, supporting the adoption of our certification program, and communicating member benefits to ensure a best-in-class certification journey.

The incumbent will also lead our team of Key Account Managers, helping them establish a white-glove service model. Focused on the growth of Green Key Global Sustainability Certification within the major hotel brand market in the USA and Canada, this role will be pivotal in engaging and maintaining member relations with our major hotel brand accounts.

The ideal candidate for this role will have great leadership and customer service skills, a strong understanding of the hospitality industry, particularly within the major hotel brand market in the USA and Canada and have familiarity with sustainability certification programs.

Key Responsibilities : Client Relationship Management provide high quality and professional support to GKG’s two largest brands, ensuring the sustainability certification program is seamlessly adopted across their portfolio of properties, and providing guidance to hotel members and prospective members on assessment-related questions, inspections, billing, etc.

Team Leadership - manage the team of Key Account Managers, ensuring the delivery of GKG’s tasks and objectives for member engagement and retention.

Provide day to day management of the Account Management team, proactively supporting and resolving any issues. Sales & marketing support - Work collaboratively with GKG’s Marketing department to enhance the program’s brand and reputation in the hotel industry, and improve member engagement and progression through all certification processes, ultimately leading to improved membership retention.

Account Management Tools / Processes employ a range of communications tools and practices to provide a seamless member experience with a goal of increasing engagement and program satisfaction.

Support members throughout their sustainability journey as the key point of contact for Green Key Global. Work with the Operations Department to respond to member requests and integrate member feedback into future program development.

Essential Qualifications : Degree or diploma in a relevant discipline. Strategic and hands-on leadership experience with a minimum of 5 years of progressive experience in member relations, marketing, communications, or a combination of similarly relevant experience, particularly in the hotel industry.

Excellent organisational skills, able to work independently with minimal supervision and an ability to work under pressure to meet tight deadlines / targets.

Proven ability to build and maintain strong relationships with members and stakeholders. Excellent written and oral communication skills with the ability to present and explain detailed information clearly to a wide range of audiences.

Persuasive and influential, able to build and develop GKG’s professional networks to promote the routes to membership, services and activities.

Attention to detail, accuracy and ability to check detailed information, able to critique own work and the work of others.

Proficient in Word / Outlook / Excel / PowerPoint to Intermediate / Advanced standard. Organized, efficient and on the ball;

able to balance strategic and tactical priorities and deliver against a range of competing deadlines. A kind, positive and collaborative colleague.

Assets : Hotel / lodging industry knowledge and experience. Experience with sustainability certification programs. Experience developing member engagement strategies and materials through a sustainability lens.

Bilingualism (English and French). Green Key Global is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We respect the dignity and independence of people with disabilities and provide accommodation and support to persons with disabilities throughout the recruitment and selection process. Powered by JazzHR