Guest Experience Lead

Organization Overview  The Vancouver Botanical Gardens Association (VBGA) and Vancouver Board of Parks and Recreation (Park Board) are joint operating partners of Van Dusen Botanical Garden and Bloedel Conservatory. The VBGA is a charitable organization that offers membership, education, volunteer engagement, and fundraising programs to support the Gardens, and fulfills our mission to inspire generations to conserve, protect, and enhance the natural world.

Position Overview  The VBGA is looking for someone who loves interacting with people as much as they love plants. The Guest Experience Lead is responsible for providing an exceptional experience to visitors to the Gardens, and is the first point of contact for many general inquiries. They are able to provide warm and professional service, whether that is over the phone, via email, or in-person, and whether the inquiry is about membership, volunteering, education, or donating.
Beyond visitor experiences, the Guest Experience Lead is responsible for executing, tracking and responding to mass-communications, monthly reporting, database troubleshooting, record keeping, and using multiple CRMs to support departments across the VBGA. They are supported by a team of volunteers and part-time staff, report to the Mission Advancement Manager, and work alongside passionate staff across the VBGA and Park Board.

What We Offer   Permanent, full-time position (35 hours per week)
Annual salary: $48,000 - $52,000 commensurate with experience
Comprehensive benefits package
RRSP matching program
3 weeks paid vacation, increasing with length of service
Work at a beautiful, 55-acre botanical garden
Responsibilities   Greet, welcome, and engage with all members and visitors in a friendly, timely, and helpful manner. Create a helpful, memorable first impression and maintain an inviting atmosphere in the Discovery Room for rotating exhibits.
Serve as the first point of contact for public inquiries via phone, email, and in-person visits. Monitor general inboxes and ensure prompt response within 24–48 hours.
Process memberships, education registrations, donations, and volunteer inquiries. Manage customer account updates, cancellations, and payments accurately.
Act as a subject matter expert for current and upcoming educational experiences, volunteer opportunities, and events at Van Dusen and Bloedel.
Maintain data integrity across multiple CRMs (auditing entries, processing transactions, and reconciling reports with Finance). Compile monthly membership metrics and data insights for management review.
Foster strong working relationships with VBGA volunteers and the Park Board front-of-house teams.
Deliver ongoing training and onboarding to keep volunteers updated on Garden initiatives.
Ensure timely delivery of daily and monthly letters and emails to all members. Work across VBGA departments to ensure all mass communications are up-to-date and professional.
Qualifications & Experience   3+ years of hospitality, membership,customer-facing administration,or retail experience. Direct experience with non-profits a strong asset.
Professional and effective written and verbal communication skills; fluent English required, additional languages are an asset.
Strong technical proficiency with Microsoft Office 365 (Word, Excel, Outlook, Teams).
Knowledge of communication tools such as Mailchimp or Survey Monkey preferred.
Comfortable using CRMs or databases, ideally with Donor Perfect, Amilia, Raiser’s Edge, Active Net, or Better Impact.
Post-secondary diploma or degree in a related field is considered an asset.
Skills & Competencies   Exceptional oral and written communication skills, with the ability to connect and engage with diverse audiences. Outstanding interpersonal skills, with a…