Join our team in the role of Member Engagement, Lifecycle & Experience!
About Us
The Greater Kitchener Waterloo Chamber of Commerce (GKWCC) provides strong, continued service to over 1700 members in one of Canada’s marquee pioneering and entrepreneurial business communities. For the past 140 years, dating back to the Chamber’s founding as the Berlin Board of Trade, we have expanded into one of the largest and most innovative Chambers in Canada by focusing on the needs of all our members, big and small. For more information, please visit greaterkwchamber.com.
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
Operational Tasks
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 hr@greaterkwchamber.com. 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. (subject to change)
Compensation: $45,000 – $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.
Benefits:
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. We have an inclusive work environment that is a safe and welcoming space for all and we encourage applications from all qualified candidates. If you require accommodation at any time during the recruitment process, please email hr@greaterkwchamber.com.
