Director, Member Experience

Mac Donald 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 (, 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!