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Director, Member Operations (#1,067,215,179) 

Job offer in Vancouver (British Columbia), Canada

FAST FACTS
The Digital Technology Supercluster is a collection of organizations who collaborate to develop world leading technologies that will power the digital transformation of business and society while delivering economic growth across Canada. Based in Vancouver, the Digital Technology Supercluster is one of five proposals awarded funding from the Government of Canada’s Innovation Supercluster Initiative in February 2018.
Supercluster members include startups, researchers, Canadian national companies, universities and world-leading companies. Working together, Supercluster members propose projects that will produce products and platforms that will solve some of the biggest issues facing industries today. Supercluster projects are governed by a non-profit organization that is responsible for making sure that projects deliver promised outcomes and funding from industry and taxpayers in well spent.
We are building a team to lead the Supercluster’s efforts. This is an exciting opportunity to be part of a bold new initiative that will drive major economic, social and industrial benefits for the country.

DIRECTOR, MEMBER OPERATIONS
The founding leadership team for the Digital Technology Supercluster is excited to welcome a customer relations executive and exceptional leader to help shape, guide and build essential relationships for the Digital Technology Supercluster across multiple stakeholders in the public, academic, research and government domains across British Columbia and Canada.
Reporting to the VP, Business Development and Partnerships, the Director of Member Operations is responsible for the engagement and success of member firms in Supercluster activities and projects.
As a proven leader with a passion for customer success and operational excellence, and a communications style that reflects the goodwill and intention of the Supercluster, the Director of Member Operations will personify the culture and values that are the cornerstone of this collaborative initiative.

KEY RESPONSIBILITIES
The specific responsibilities include:
* Management of a small team, working with the VP, Business Development to oversee team development and coaching
* Building and maintaining strong positive relationships for the Digital Technology Supercluster across a broad base of participating firms including large companies, SMEs, startups, post-secondary, research and government organizations
* Growing the Membership base: Researching, identifying and onboarding organizations suitable for projects, screening Members for program fit, converting Associates to full Members and expanding the pool of participating firms with annual investment commitments to theSupercluster
* Onboarding and engaging new Members: orienting Member firms with how to engage in projects, understanding each other’s cultures/ values and goals and ensuring there is strong engagement within the Memberfirm
* Tracking of Member engagement and collecting Member satisfaction and feedback
* Retaining and renewing Member commitments to the Supercluster
* Operationalizing a platform and developing strategies for Member services and interconnecting Members both to one another and toopportunities
* Organizing Member forums, workshops and events to provide avenues for education, best-practice exchange, ideation of project ideas, collaboration on project concepts and networking
* Preparing monthly, quarterly and annual reports as may be required to fulfill the needs of governments and the Digital Technology Supercluster respecting metrics and measurement including such performance indicators as,
* Total Member Commitment Value
* Total Number of Member Firms
* Retention vs. Churn of Member Firms
* % of Member Firms Engaged in Projects
* Member Satisfaction
* Conversion Ratio of Associates to Members
* Supporting the Business Development team in the development of the Digital Technology Supercluster brand, and leading activities and engagements with Member firms and the community at large to ensure the consistent building of the brand across these sectors
* Supporting the development and delivery of the Digital Technology Business Plan including the forecasting of Member acquisition, retention and engagement

PROFESSIONAL EXPERIENCE AND QUALIFICATIONS
The Director of Member Operations must be a strong communicator, responsive to customers, operationally effective, well-organized and exudes a charm and sensibility that will earn the ongoing trust of Member firms. He/she will demonstrate the following:
* Successful leadership experience in customer relations and operations, preferably having worked at a smaller firm that required a hands-on approach. Experience working with a broad set of stakeholders including in a large organization and complex environments will also be advantageous. Experience in a member-based organization would be a bonus.
* A strong customer and community-focused mindset. Strong communication skills and a proven ability to manage difficult conversations while preserving the relationship.
* A track record of building and leading successful teams.
* Outstanding interpersonal skills; the ability to build and maintain effective working relationships with a complex array of stakeholders. Garners trust and is “authentic” in who he/she is.
* Bachelor-level degree preferably in a business, hospitality or similar discipline is an asset.

The Company

Company Name
Digital Technology Supercluster

Job Details

Job Location
Town
Vancouver
Post Code
CA-V5K 0A1
District
Greater Vancouver
State
British Columbia
Country
Canada



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    1,067,215,179
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