Director, Membership

Role Overview
The Director, Membership is responsible for driving membership growth, member engagement and retention. Reporting to the Chief Operating Officer, this role leads the strategy and execution of Communitech's membership model, ensuring companies receive meaningful value while supporting organizational growth and sustainability.

This highly external, relationship‑driven leadership role is for someone who enjoys building new relationships, identifying opportunities and converting prospects into active members. The Director, Membership is a network builder energized by meeting founders, executives and ecosystem leaders, uncovering opportunities, opening doors and growing Communitech’s membership base. The role focuses equally on attracting new companies and delivering exceptional value to existing members, while overseeing the Membership and Community Operations team and working closely with the COO to meet the evolving needs of startups, scale‑ups and technology companies across Waterloo Region.

Key Responsibilities
Drive Membership Growth and Development

Own membership growth and development.

Build and manage a robust pipeline of prospective member companies.

Proactively identify, engage and convert startups, scale‑ups and technology companies that would benefit from Communitech membership.

Develop outreach strategies, referral channels and partnership opportunities that generate new membership leads.

Spend significant time externally building relationships with founders, executives, investors and ecosystem partners.

Represent Communitech at industry events, networking opportunities and community gatherings to identify growth opportunities and expand awareness of the organization.

Lead membership sales conversations from initial outreach through onboarding.

Maintain strong pipeline discipline, forecasting and reporting practices.

Continuously evaluate market opportunities and ecosystem trends to identify new avenues for member value.

Partner closely with Marketing, Business Development and the COO to align membership growth efforts with organizational priorities.

Lead Member Engagement and Success

Ensure members experience Communitech as practical, relevant, responsive and deeply connected to their needs.

Build strong relationships with member companies and serve as a trusted partner to founders, executives and operators.

Develop strategies that increase member engagement, participation, retention and advocacy.

Create and continuously improve member journeys that help companies access the right services, programs, events and connections at the right time.

Identify members at risk of disengagement and proactively develop retention plans.

Ensure Communitech's membership experience evolves alongside the changing needs of technology companies.

Own Membership Operations

Oversee membership onboarding, account management, renewals, upgrades and relationship management.

Establish service standards, operating procedures and performance metrics that create a consistent and high‑quality member experience.

Monitor membership performance through engagement data, feedback, retention metrics and revenue indicators.

Develop membership reporting and forecasting to support strategic decision‑making.

Ensure operational excellence across all aspects of the membership lifecycle.

Lead Community Operations

Provide leadership and oversight to the Community Operations team.

Ensure community operations and member services are delivered efficiently, professionally and consistently.

Build systems and processes that enhance the member experience while improving operational effectiveness.

Foster strong collaboration between Community Operations, Events, Marketing and other member‑facing teams.

Continuously identify opportunities to improve service delivery and member satisfaction.

Drive Member Insights and Continuous Improvement

Gather feedback from members through formal and informal channels.

Identify trends, challenges and emerging opportunities across the membership base.

Translate member insights into actionable recommendations that improve Communitech's services, programs and offerings.

Act as the voice of the member within the…