MANAGER, MEMBER EXPERIENCE

Reporting to the Chief Operating Officer, the Manager, Member Experience plays a key role in shaping how members engage with the Saskatchewan REALTORS® Association (SRA). With a strong member-first mindset and a comfort with data and reporting, this individual helps ensure that all services and interactions contribute to a consistent, high-value experience for REALTORS® across the province.
This position oversees the member support team and tracks trends in member satisfaction and service adoption. They also support the development of value-added member initiatives such as savings programs and new methods of serving members. The successful candidate is empathetic, organized, analytical, and passionate about enhancing the REALTOR® experience.

MEMBER EXPERIENCE & SERVICE COORDINATION

• Lead initiatives to elevate the member experience across all SRA touchpoints.
• Promote a culture of service excellence through training, monitoring, tracking feedback, and collaboration.
• Coordinate the development and promotion of programs that add member value, such as member savings programs or engagement perks.
• Support the implementation of new tools to improve member communication, including SMS/text messaging.
• Serve as a point of connection for gathering member feedback and supporting continuous improvement.

QUALIFICATIONS:

The ideal candidate is a relationship builder who understands that putting members first is the foundation of everything we do. They combine strong interpersonal skills with the ability to interpret and act on data, turning insights into meaningful improvements. This person is comfortable leading a small team, guiding projects from concept to completion, and collaborating across departments to enhance the member journey. They are naturally curious, tech-savvy, and proactive in finding ways to improve service delivery, whether through process refinements, new communication channels, or value-added programs. Above all, they are committed to ensuring every member’s interaction with the Association is positive, professional, and consistent. Typically, qualified candidates would possess the following:

• Post-secondary education in business, communications, social sciences, or a related field.
• 3–5 years of experience in a member-facing, customer experience, or engagement-focused role.
• Experience in surveys, reporting, or analytics is essential.
• Familiarity with digital communication tools, support ticketing systems (Freshdesk) and Association Management Systems.
• Experience supervising or coaching a small team is an asset.
• Knowledge of the real estate sector or association environment is a bonus but not required.