Specialist, Member Services

Accessible Employer: Yes

Open to International applicants with valid Canadian Work permits: Yes

Destination Vancouver’s Membership team is growing!

Are you motivated by connecting with people, looking for creative solutions, building out and executing plans and are motivated by sparking joy in others?

Do you thrive on contributing to a values-based organization that supports the tourism economy in our destination?

Are you excited about Vancouver as a place to live, work, play, experience and explore?

If so, Destination Vancouver’s Specialist, Member Services role could be the right match for you. Working as part of the Membership team, this position is the main point of contact for Destination Vancouver member businesses. This position will engage with stakeholders and partners to promote the destination.

Reporting to the Manager, Membership, the position is responsible for ensuring that Destination Vancouver members understand their membership benefits and how to be active and engage with the organization. This Team Member will liaise with member businesses and external partners to promote Destination Vancouver’s various programs, sales and marketing initiatives. They will also deliver on member engagement initiatives through the development and production of networking and marquee events and member engagement programs.

The position also supports Destination Vancouver Team Members in liaising with stakeholders and partners to deliver the Vancouver message to visitors while in the destination, and support member businesses in delivering exceptional experiences to visitors.

Leading member and contact database maintenance is also key to this role, as is supporting internal teams with special projects and initiatives.

Who are we?

Destination Vancouver is one of the world’s most dynamic destination management organizations, delivering on a mandate of destination development and promotion that positions Vancouver as a must visit global destination. Our purpose is to transform our communities and our visitors through the power of travel. This underpins everything we do and how we communicate with potential clients, engage with partners, and support our 800+ members. Destination Vancouver has a fabulous product and a powerful brand. Our success is measured through the triple bottom line approach of an equal emphasis on people, planet and prosperity. And as a private, not-for-profit business association, our continued relevancy is based on supporting our industry, responsibly and sustainably managing the destination, and building a competitive global destination brand.

What do we offer?

This role is based in Destination Vancouver’s corporate office with proximity to transit and downtown amenities. We are proud to offer a competitive total rewards program including 3 weeks’ vacation (15 days) to start, an annual recognition plan, extended health care, health spending account, personal spending account, matching Group RRSP program, transit reimbursement, Team Member Referral program, training and development opportunities, and a flexible work environment. Expected starting base salary range: $51,000 – $58,000. Destination Vancouver believes in and provides a diverse, equitable, and inclusive work environment.

How do we connect?

If this sounds like you because you are outgoing, driven, mature with strong judgement and are motivated by excellence and continuous improvement and describe yourself as enthusiastic and fun, collaborative and focused on building positive long-term relationships, we invite you to apply for this exciting position. Please send your resume and cover letter to careers@destinationvancouver.com. For more information, please visit http://destinationvancouver.com.

Responsibilities & Qualifications

Key Deliverables

1. Supporting the successful delivery and production of Destination Vancouver member events, programs, and special projects.
2. Maximizing member attendance for Destination Vancouver webinars, events and adoption of programs.
3. Ensuring the Customer Relationship Management system (CRM) is kept up to date.
4. Providing ongoing assessment and evaluation of partner needs to ensure Destination Vancouver is delivering relevant information and programs.

Key Responsibilities

Member Services

1. Builds relationships with members and encourages active participation in relevant sales and marketing activities and programs and ensures they have the information needed to be actively engaged with the organization.
2. Leads and/or supports ongoing maintenance and content accuracy of the membership module of the Customer Relations Management (CRM) database.
3. Serves as a key internal source for member information enabling other Destination Vancouver Team Members to meet the needs of their respective clients.
4. Onboards new members with extranet training including introductions to Team Members.
5. Promotes active member engagement with Destination Vancouver opportunities including navigating the member extranet and reinforcing the benefits of membership.
6. Provides consultation to potential members to determine alignment and processes applications for new members.
7. Assists with annual renewal of membership investments including liaising with members and supports Destination Vancouver’s Finance team with ongoing follow-up in collection of payments.
8. In consultation with internal teams, identifies businesses that will improve the product mix of the organization and proactively solicits them to become members.
9. Represents Destination Vancouver at select industry and member events.

Event Programming & Project Coordination (Special Projects)

1. Assists in the curation, development, and delivery of the annual member engagement calendar of webinars, in-person workshops, member networking, marquee events and special projects.
2. Supports and/or leads event logistics, budgeting, registration, sourcing and booking venues, catering, audio-visual, invite deployment, attendance building and other relevant event management requirements for marquee events and special projects, such as the Dine Out Vancouver Festival, MICHELIN Guide Ceremony, Destination Vancouver’s Annual General Meeting, The Annual Holiday Luncheon and others.
3. Supports and/or convenes internal project teams to support Destination Vancouver events and special projects.
4. Identifies and liaises with internal teams and external workshop facilitators (e.g., go2HR, Destination BC) to review, recommend and deliver potential session content.
5. Leads onsite event registration and setup and acts as event host as applicable.
6. Assists with post event and membership satisfaction surveys that guide overall planning and corporate measures.

Operations

1. Participates in the development and delivery of the annual strategic and operational plans.
2. Communicates with internal business units to share updates on member businesses.
3. Participates and assists in the organization of product familiarization trips and member presentations, continually looking for ways to enhance Destination Vancouver’s service offering.
4. Supports the team to ensure delivery of programs to members and other stakeholders.

What are we looking for?

1. The successful candidate must possess passion for Vancouver as a travel destination.
2. Experience in a similar role, ideally in a membership, stakeholder, and/or service-based organization.
3. Knowledge of Destination Vancouver’s members and businesses in the tourism industry in Metro Vancouver.
4. Experience with coordination and execution of plans for corporate member and consumer events including contracting, budgeting and invoicing, event production, and logistics (virtual, hybrid and in-person).
5. Committed to service excellence, strong consultative sales and service experience.
6. Strong time management skills: ability to establish and prioritize, make sound decisions, meet deadlines, take and provide direction; very organized with strong attention to detail.
7. Strong verbal, written, and business presentation skills including comfort/experience in public speaking.
8. Able to work well independently yet co-operatively; consistently committed to individual and team excellence.
9. Ability to professionally handle challenging situations and create positive resolutions.
10. Social media for business experience an asset as is knowledge of Vancouver’s culinary ecosystem.
11. Strong technology aptitude with CRM systems, Excel, Photoshop, PowerPoint, AI and zoom.
12. Post-secondary education in a related field and/or equivalent experience.