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Our client, is a highly respected organization with a very long standing reputation. Representing a very large membership group, they play a vital role in delivering member services and industry advocacy. With a strong foundation and long-standing reputation, the organization is actively investing in modernization, operational excellence, and elevating the member experience. Following significant organizational restructuring over the last year, they are focused on becoming a leader within its sector by improving systems, enhancing service delivery, and creating scalable processes to better support its growing membership.
This is an exciting opportunity to join a stable, purpose-driven organization at a transformational stage of growth and evolution, based out of its Surrey, BC office.
The Opportunity
We are seeking a Manager of Member Experience to join our client in a newly created leadership role born out of organizational restructuring and future-focused planning.
Reporting into a highly tenured and knowledgeable Director, this position will play a critical role in shaping the future of member experience across the Association. Leading a team of employees, you will oversee a highly visible, high-volume function supporting thousands of member interactions annually while helping drive operational modernization and service excellence.
This role is ideal for an operationally minded people leader who thrives in transformation environments, enjoys solving complex challenges, and brings a strong customer or member experience mindset. Specific industry experience is not required, in fact, a fresh perspective is strongly valued.
Key Responsibilities
- Lead, coach, and develop a Member Experience team, including Team Leads and frontline staff
- Design and implement a scalable member experience and customer service strategy
- Drive operational excellence, process improvement, and service consistency across the department
- Lead change management initiatives as teams adapt to new workflows, expectations, and organizational priorities
- Partner closely with IT and internal stakeholders to introduce automation and modernized systems
- Identify opportunities to streamline highly manual workflows and improve operational efficiency
- Oversee communication processes supporting thousands of member inquiries annually
- Ensure exceptional and consistent service delivery for thousands of Association members
- Collaborate cross-functionally with leadership and internal departments to improve member outcomes
- Support a culture of accountability, continuous improvement, and service excellence
Qualifications & Experience
- Strong leadership background in customer service, customer experience, member services, or operational environments
- Proven experience leading teams through change, restructuring, or organizational transformation
- Forward-thinking and operationally minded with a passion for continuous improvement
- Strong ability to influence, challenge the status quo, and navigate established ways of working with confidence and professionalism
- Experience collaborating cross-functionally, particularly with IT and operational stakeholders
- Demonstrated success improving service delivery, workflows, or operational efficiency
Nice-to-Have Experience:
- Experience implementing customer experience (CX) frameworks or initiatives
- Experience modernizing manual or legacy environments
- Formal training or certifications in change management or customer experience disciplines
Ideal Candidate Profile
The ideal candidate is a collaborative yet confident operational leader who excels in environments undergoing transformation.
You are someone who has successfully designed and implemented customer or member experience processes, can influence long-tenured teams with credibility, and is comfortable introducing new ways of working while maintaining strong relationships.
This role is best suited to someone who understands how to balance service excellence with operational efficiency and can bring structure, scalability, and modernization to a highly manual function.
Compensation & Benefits
- Base Salary: Up to $120,000
- Work Model: Full-time, in-office (5 days per week initially), with possibility of hybrid after 3-month probationary period
- Extended Health Benefits: 100% employer-paid coverage
- Vacation: 4 weeks annually, plus sick days and more
- Pension: employer-paid group pension (no employee contribution required)
- Cell Phone Coverage
- Education & Professional Membership Support
At Aplin — together with our brands CompuStaff, Impact Recruitment, and Vantix Systems — we connect great people with great organizations across North America. We believe diverse teams build stronger companies, and we welcome applicants from all backgrounds, experiences, and perspectives. We use AI tools to assist in a fair and efficient matching process, helping our recruiters connect the right people with the right opportunities. To be considered, applicants must be legally entitled to work in Canada, including holding any required permits. Our recruitment services are always free for job seekers.