Job Summary
The Director of Member Engagement & Communications (the “Director’) provides leadership for BCNET’s member engagement, communication and service adoption functions. As a member of the leadership team, the Director works closely with service portfolio leaders to ensure member needs, feedback, and insights inform service planning and delivery while also promoting awareness, adoption, and utilization of BCNET services across the member community. The role plays a key part in helping members understand, access, and realize value from BCNET's evolving portfolio of services.
The Director leads the development and execution of programs, processes, and practices that strengthen BCNET's understanding of its members and support meaningful engagement across the organization. Working closely with service portfolio leaders, the Director helps embed member engagement as a shared organizational competency, ensuring that member feedback, insights, and participation are incorporated into planning, service development, communications, and decision-making.
The Director is responsible for overseeing programs that build community knowledge, capacity, and collaboration. In addition, the Director provides leadership for BCNET's corporate communications, brand management, marketing activities, website and digital presence, ensuring clear, consistent, and member-focused communications that advance BCNET's mission and strategic priorities.
Key Responsibilities & Duties
- Member Engagement & Service Adoption
- Lead BCNET's member engagement strategy, ensuring member needs, insights, and feedback inform service planning, delivery, and continuous improvement.
- Lead initiatives that promote awareness, understanding, adoption, utilization, and value realization of BCNET services across the member community.
- Partner with service portfolio leaders to identify opportunities to increase member participation, expand service adoption, and communicate the value and impact of BCNET services.
- Establish and monitor measures of member engagement, satisfaction, participation, service adoption, and member value realization, providing insights and recommendations to the leadership team.
- Develop and maintain processes, tools, and practices that strengthen member understanding, participation, satisfaction, and engagement across all BCNET service portfolios.
- Coordinate member feedback mechanisms, listening activities, surveys, advisory groups, and engagement programs that support evidence-based decision-making.
- Oversee BCNET's Customer Relationship Management (CRM) platform and engagement intelligence practices to support member engagement planning, service adoption activities, and organizational decision-making.
- Lead planning of workshops. knowledge sharing, and community development through member forums, professional development programs, conferences, workshops, and other engagement activities.
- Provide organizational leadership, guidance, and best practices that strengthen member engagement capabilities across BCNET and support a consistent, member-centered experience.
- Communications & Brand Leadership
- Oversee BCNET's corporate communications, branding, marketing activities, digital presence, and social media channels.
- Ensure communications are clear, consistent, member-focused, and aligned with BCNET's mission, values, and strategic priorities.
- Lead the development of communication strategies and programs that support service awareness, adoption, community building, and organizational change initiatives.
- Organizational Enablement
- Serve as the organizational lead for member engagement practices, providing guidance, coaching, tools, and frameworks that help teams engage effectively with members.
- Oversee the management and continuous improvement of BCNET's Customer Relationship Management (CRM) platform and related engagement data.
- Work collaboratively with service portfolio owners to identify opportunities for service growth, increased participation, and enhanced member value.
- Contributes to relationship development and engagement activities with member institutions, provincial agencies, national organizations, and strategic partners, as assigned, ensuring alignment with BCNET priorities and member needs.
- Operational Support
- Support the coordination and communication of significant service issues, member concerns, and service-related incidents as required.
- Participate in strategic planning, organizational initiatives, and cross-functional projects that advance BCNET's objectives.
- Attend conferences, workshops, and sector events as appropriate to support professional learning and organizational awareness.
- Travel as required within British Columbia and beyond.
- Perform other duties as assigned.
Qualifications & Skills
- Undergraduate degree in Business/Commerce or acceptable combination of education, training and experience.
- 5+ years experience in member engagement, communications, marketing, service adoption, customer experience, community development, business operations, or related leadership environments.
- 5+ years progressive experience in a leadership role.
- Experience in managing a high performing team.
- Experience developing and supporting engagement programs with members, communities, partners, and cross-functional teams.
- Experience working within higher education and/or information technology sector.
- Excellent communications, marketing, service adoption, member engagement, and community-building skills.
- Excellent member engagement, facilitation, collaboration, and relationship-building skills.
- Excellent negotiating and problem solving skills.
- High degree of business acumen.
- Proven ability to proactively solve problems with a positive attitude.
- Demonstrated experience developing business cases, service plans, engagement strategies, communications programs, or adoption initiatives.
- Demonstrated skills in leadership, people management, risk management, and strong commitment to service excellence.
- Experience leveraging member feedback, engagement data, surveys, CRM platforms, or related insights to inform decision-making and improve services.
- Demonstrated ability to lead organizational change, service adoption, communications, and engagement initiatives across diverse stakeholder groups.
- Strong communication skills, both written and verbal.
- Strong interpersonal skills.
- Ability to communicate and present effectively with executives, senior decision-makers, members, community participants, partners, and team members. Demonstrated documentation writing ability with an aptitude for information technology and communication services.
- Ability to work effectively under pressure while juggling multiple priorities.
- Ability to maintain flexibility and openness in a rapidly changing environment.
- Confident, respectful, and resourceful leader with entrepreneurial spirit.
- Proficiency with MS Office and experience with a CRM is preferred.
Benefits & Perks
- Hybrid Work Model: Flexibility to work remotely and in-office.
- Health Benefits: Comprehensive coverage, including dental, vision, and a wellness allowance.
- Pension Plan: Secure your future with our defined benefits pension plan.
- Professional Development: Annual allowance for skill-building and growth opportunities.
- Paid Time Off: Generous vacation days, personal days, sick days and year-end office closure.
- Volunteer Day: One paid day annually to support a cause you care about.
- Inclusive Culture: Supportive workplace with team-building events and activities.
- Convenient Office Location: Easy access by transit and close to great coffee spots.
About BCNET
Who We Are
We are a small dynamic team that loves what we do and thrives on our ability to make a difference for our higher education member community in British Columbia. Our diverse team is passionate, collaborative, responsive and entrepreneurial. We share a desire for learning and working together for the greater good of each other and our members. With a flexible work environment, great benefits and the opportunity to develop your skills, you can put your talent to work and reap the rewards.
What We Do
We are a member-centric services organization that continually engages with our community to provide technology and services that enables excellence in teaching, learning and research. We equip our members with opportunities to work together to learn, explore, evaluate and shape the development of technology, services and procurement solutions that serve their collective interests.
Why We Do It
Our motivation is to enable members with technology and services to support excellence in teaching, learning and research. We aim to enhance the quality of services, drive down costs, maximize efficiencies, empower digital transformation, share knowledge and human and capital resources so that all can benefit.
Equal Employment Opportunity
BCNET is committed to equal employment opportunities for all, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, marital status, or any other legally protected status. We welcome applications from everyone and offer reasonable accommodations for individuals with disabilities throughout the hiring process and employment. If you need accommodation during the application process, please reach out to our HR department at HR@bc.net with your specific request. Our team will work with you to ensure you have the support you need to participate fully in our recruitment process.
