Overview
Associate Director, Member Management Jobs in Ottawa, Ontario at Green Key Global
Title: Associate Director, Member Management
Company: Green Key Global
Location: Ottawa, Ontario
About UsGreen Key Global (GKG) is a leading international environmental certification body that offers standardized programs and resources, designed specifically for the hotel and meetings industries. Affordable programs, including the Green Key Eco-Rating and the Green Key Meetings Programs, help our members leverage organizational corporate social responsibility activities and support sustainable initiatives across their properties and brands to benefit the environment and improve fiscal performance and community relations. With over 20 participating countries and a notable mix of branded and independent members, Green Key Global is truly the hotel and lodging industry’s sustainable certification program of choice.
Green Key Global is jointly owned and operated by the American Hotel & Lodging Association (US) and the Hotel Association of Canada (HAC), who have recently unified to deliver a singular solution for hotel sustainability certification in North America. The Green Key Global program is poised for significant growth as this partnership will accelerate its penetration into the US market, and is therefore investing in resources to support the strategic and operational expansion of the program.
About the Role:Reporting to the Director of Business Development, Member Management & Servicing, theAssociate Director, Member Managementdirectly manages our relationships with our two largest hotel brands, supporting the adoption of our certification program, and communicating member benefits to ensure a best-in-class certification journey. The incumbent will also lead our team of Key Account Managers, helping them establish a white-glove service model.
Focused on the growth of Green Key Global Sustainability Certification within the major hotel brand market in the USA and Canada, this role will be pivotal in engaging and maintaining member relations with our major hotel brand accounts.
The ideal candidate for this role will have great leadership and customer service skills, a strong understanding of the hospitality industry, particularly within the major hotel brand market in the USA and Canada and have familiarity with sustainability certification programs.
Key Responsibilities:Client Relationship Management– provide high quality and professional support to GKG’s two largest brands, ensuring the sustainability certification program is seamlessly adopted across their portfolio of properties, and providing guidance to hotel members and prospective members on assessment-related questions, inspections, billing, etc.
Team Leadership- manage the team of Key Account Managers, ensuring the delivery of GKG’s tasks and objectives for member engagement and retention. Provide day to day management of the Account Management team, proactively supporting and resolving any issues.
Sales & marketing support- Work collaboratively with GKG’s Marketing department to enhance the program’s brand and reputation in the hotel industry, and improve member engagement and progression through all certification processes, ultimately leading to improved membership retention.
Account Management Tools/Processes– employ a range of communications tools and practices to provide a seamless member experience with a goal of increasing engagement and program satisfaction. Support members throughout their sustainability journey as the key point of contact for Green Key Global. Work with the Operations Department to respond to member requests and integrate member …
