Member Engagement, Lifecycle & Experience role!

Join our team in the Member Engagement, Lifecycle & Experience role!

About the Role

The GKWCC is seeking an Member Engagement, Lifecycle & Experience role who is the owner of the member lifecycle experience. The role is around onboarding, activation, ongoing engagement, expansion, leadership development, retention, advocacy, referrals, personalization, revenue support, and lifecycle metrics.

With the guidance of the COO, coordinate and execute at a high level to perform the following tasks:

Member-Focused Tasks

• Design and manage the full member lifecycle experience from onboarding to renewal
• Lead the new member onboarding journey after the sale
• Ensure new members understand how to access Chamber value early
• Recommend first events, programs, introductions, and opportunities for new members
• Help new members become active within the first 30–90 days
• Identify member goals and connect them to relevant Chamber services, events, peer groups, committees, and contacts
• Build relationships with members beyond the primary contact
• Encourage members to add additional employees or department contacts to their profile
• Support contact expansion within member companies
• Monitor member engagement and identify members who may be inactive or at risk
• Conduct re-engagement outreach with inactive or low-engagement members
• Reinforce Chamber value before renewal periods
• Support retention conversations by helping members understand the value they have received
• Identify opportunities for members to participate more deeply in Chamber activities
• Connect members to committees, roundtables, Peer2Peer groups, speaking opportunities, sponsorship discussions, or leadership pathways
• Identify high-engagement members who may become ambassadors, referral sources, committee members, or future leaders
• Encourage member referrals, testimonials, case studies, and advocacy participation
• Support member recognition and success story opportunities
• Provide personalized recommendations based on member interests, industry, size, engagement level, and goals

Operational Tasks

• Develop and maintain the member lifecycle framework
• Create onboarding workflows, checklists, scripts, and timelines
• Coordinate onboarding touchpoints with Sales, Membership Operations, Events, and Marketing
• Define engagement stages such as onboarding, activation, ongoing engagement, retention, renewal, and advocacy
• Work with Analytics to define engagement indicators, lifecycle KPIs, and at-risk member triggers
• Review engagement dashboards and member activity reports
• Use CRM/AMS (customer relationship management / association management system) data to identify inactive members, single-contact members, high-potential members, and renewal-risk members
• Maintain engagement tracking notes in the AMS/CRM
• Coordinate re-engagement campaigns with Membership Operations, Marketing, and Analytics
• Provide input into segmentation models and engagement quadrants
• Help design member communication journeys for onboarding, activation, retention, and renewal support
• Track progress against engagement KPIs, including activation rate, time to first event, repeat participation, contact expansion, and re-engagement rate
• Provide leadership with updates on member engagement trends, risks, and opportunities
• Support campaign planning by identifying member groups needing targeted outreach
• Coordinate with Membership Operations to ensure member records are updated after engagement activity
• Coordinate with Analytics to evaluate whether engagement efforts are improving participation and retention
• Coordinate with Finance on members with renewal or overdue concerns where value reinforcement may help
• Coordinate with Events to align programming with member interests and lifecycle needs
• Coordinate with Sales on handoff from new member sale to on boarding
• Coordinate with Marketing on testimonials, success stories, referrals, and member communications
• Support committee and leadership pipeline tracking
• Maintain process documentation for engagement workflows
• Recommend improvements to the member experience based on feedback, behaviour, and data
• Support AMS/CRM implementation by defining lifecycle, engagement, segmentation, and relationship-management requirements
• Identify opportunities to use automation or AI to improve on boarding, engagement tracking, and member follow-up

Other Duties as Assigned

As you would expect, the chamber is unpredictable and requires you to adapt to many different situations. As such, there are always “other duties” that come up unexpectedly that you should be prepared for.

About You

Member Lifecycle Mindset

The applicant needs to understand that engagement is not a single event or campaign; it is a full member journey. They should bring the ability to guide members from onboarding through activation, deeper participation, renewal, referrals, and leadership opportunities.

Systems Design and Personalized Member Engagement This role requires strong systems design ability to build and execute repeatable engagement programs serving 1,500 members. The successful candidate must design practical workflows, member segmentation, CRM/AMS processes, automation, and follow-up systems that deliver measurable results. They must also connect one-on-one with individual members, understand their goals, and provide tailored support and introductions, using sound judgment to identify when personal outreach will have the greatest impact.

Relationship-Building Strength This person must be a strong connector who can build trust with members, understand their goals, and help them find value in the Chamber. They should be comfortable reaching out, listening, making introductions, and strengthening relationships over time.

Strategic Engagement Thinking The applicant should bring the ability to think beyond attendance numbers and focus on meaningful participation. They need to understand how to move members from passive to active, from active to invested, and from invested to advocates, ambassadors, or leaders.

Retention and Value Focus The role requires someone who understands that retention is built through ongoing value. The applicant should be able to identify at-risk or inactive members, reinforce the value of membership, and support renewal conversations before members disengage.

Strong Communication Skills The applicant must communicate clearly, professionally, and persuasively with members, staff, volunteers, and leadership. They should be able to write strong follow-up messages, lead welcome conversations, explain member benefits, and present engagement opportunities in a compelling way.

Data-Informed Decision Making This person does not need to be the data analyst, but they must be comfortable using data to guide action. They should be able to interpret engagement reports, identify patterns, understand member behaviour, and use dashboards or CRM information to prioritize outreach.

Program and Experience Design The applicant should bring the ability to design practical member journeys, onboarding processes, engagement pathways, and re-engagement campaigns. They need to think in terms of member experience, not just individual tasks or isolated programs.

Collaboration Across Teams The Engagement role will work closely with Membership Operations, Analytics, Sales, Events, Marketing, Finance, and senior leadership. The applicant needs to bring a collaborative mindset and the ability to coordinate across departments without duplicating or taking over other roles.

Initiative and Follow-Through This role needs someone who can proactively identify opportunities and act on them. The applicant should bring strong follow-through, persistence, and the ability to move members from interest to action through timely, consistent, and thoughtful engagement.

Professional Judgment and Diplomacy The applicant will often be dealing with members who are inactive, uncertain about value, considering cancellation, or ready for deeper involvement. They need to bring sound judgment, discretion, tact, and the ability to handle sensitive conversations with professionalism.

Growth and Revenue Awareness The applicant should understand that engagement supports growth. They should be able to identify opportunities for referrals, testimonials, additional contacts, sponsorship interest, event participation, committee involvement, and other ways members can deepen their relationship with the Chamber.

Adaptability and Continuous Improvement The applicant should be comfortable working in a changing environment where systems, data, processes, and member expectations continue to evolve. They should bring a willingness to test, learn, improve, and help build a stronger member experience model over time.

Application Process

To Apply: Please send your application to [email protected]. When applying, please provide a resume, and a cover letter.

Next Steps: We thank all those who apply, however, only those candidates who are selected to move forward in the application process will be contacted. The posting will remain open until the position is filled. The start date for the successful candidate is flexible, but preferably they will start in 2026.

The Specifics

Hours of Work: Monday – Friday, 8:30am – 4:30pm, with a 30-minute paid lunch for a total of 37.5 hours each week. Hybrid work model with 2 days a week in the office.

Compensation: $42,000 – $65,000 annually, plus benefits. Placement within the range and the position level will reflect the successful candidate’s relevant experience, qualifications and demonstrated skills.

The Greater Kitchener Waterloo Chamber of Commerce believes that everyone is free to be their true self and receive the same respect and opportunity, regardless of ethnicity, gender, culture, identity, sexual orientation, age, beliefs, language, or disability. If you require accommodation at any time during the recruitment process, please email [email protected].