Manager Member Experience

About MaRS

MaRS Discovery District @MaRSDD) in Toronto is one of the worlds largest urban innovation hubs.

MaRS supports promising highgrowth companies to scale their businesses globally while tackling key societal challenges in areas such as Health Cleantech Finance Transportation AI and others. In addition to helping startups launch grow and scale the MaRS community is dedicated to crossdisciplinary collaboration commercialization of discoveries and driving ideas to impact.

MaRS is the place where you can play ameaningful role in our innovation economy.

We understand qualifications on a job posting can be daunting. If youre passionate about the role and believe you can make a meaningful impact we want to hear from you even if you dont meet every listed qualification. Were always looking for great talent to join our team on planet MaRS.

We actively encourage all candidates including equitydeserving communities including those who identify as BIPOC racialized women people with disabilities and people with diverse gender identities expressions and sexual orientations.

We want you to be comfortable being your most authentic self throughout our recruitment process. Please reach out to if theres anything we can do to make your experience more accessible and inclusive including accommodations. Include Accessibility Request in your subject line.

About Ventures & Ecosystems

This role resides within the V&E group at MaRS. V&E works with over 1400 innovationdriven science and technology startups. V&E helps entrepreneurs commercialize innovations with high business growth potential in Canada and globally by facilitating access to the customer talent funding marketing and stakeholder connections required to successfully scale their business.

About the Position

MaRS has developed a world class community of 1000 startup founders with deep network effects that span Canadas innovation ecosystem and global markets. The Manager Member Experience will drive key objectives in portfolio growth refinement engagement and digital transformation to provide a worldclass experience for our startup community. This role will lead MaRS member relationships and proactive engagement through strategic thinking building partnerships and a strong commitment to supporting highimpact ventures throughout their journey with MaRS.

The Manager is responsible to work with the ventures being served ecosystem partners corporate partners and all key MaRS resources (Advisors Impact Area teams Market Intelligence Data and Insights Corporate Innovation Digital Experience Platform team and MaRS Ventures & Ecosystems Group leadership) to design and deliver an exceptional experience.

Key Responsibilities

Member Experience:

• Lead the design and implementation of the overall communication and client engagement experience for ventures in the Core portfolio.
• Elevate the value proposition of MaRS via continuous alignment of Member goals throughout the organization
• Monitors customer metrics sentiment and proactively works to identify opportunities to delight and improve the member experience
• Design and oversee a datadriven member journey map to support effective engagement ensuring that services are logged and monitored quarterly
• Strategizes and works collaboratively with direct reports and MarComm team members to establish an effective engagement strategy that fosters customer loyalty promotes good business relationships and helps Members on issues as needed.
• Conduct onboarding implementation and training sessions as required

Portfolio Management:

• Enables MaRS with venture data and a consistent view of portfolio health and attribution to MaRS impact of their trajectory including leading and enabling program reporting management operations and feedback
• Lead the portfolio selection and management prioritizing program and operations throughout the venture journey
• Manage the assessment process to identify unresponsive or misaligned ventures and implement a structured review process for consistent portfolio refinement
• Builds and maintains partnerships with incubators accelerators government agencies investors and other organizations as appropriate to grow the MaRS startup pipeline.
• Work closely with the MarCom team to promote MaRS services and brand consistently across multiple channels.

People Management:

• Leads inspires and mentors a team to plan execute and drive an exceptional client experience through effective coaching and mentorship practices in order to deliver on MaRS strategic objectives and maintain high employee engagement scores.
• Assesses program resourcing needs drafts job descriptions and recruits as necessary working in collaboration with Director Core Startup Services
• Sets annual performance goals metrics and operating plans; conducts performance reviews; establishes regular coaching and feedback with staff.
• Keeps the team accountable to accomplish outcomes aligned to MaRS overall strategy.

MaRS Community and Dashboard Growth:

• Lead team and work crossfunctionally to develop and implement strategies to attract new members encourage participation and promote our community/ dashboard value proposition.
  
• Lead team to create and uphold rituals a sense of belonging affiliation/brand affinity for the founder community.
  

Contract Deliverable Management:

• Oversee the fulfillment of funded contract deliverables coordinating with internal teams to ensure all obligations are met.
• Regularly monitor contract progress adapt plans as needed and maintain close communication with stakeholders.

Qualifications

• 12 year diploma/certificate
  
• Bachelor degree in marketing communications business or psychology an asset
• 2 years in a marketing customer success or sales role at a startup
  
• 3 years in portfolio management customer experience or community management an asset

• Copywriting public speaking/workshop facilitation remove/async collaboration Gsuite knowledge management
• Product marketing Product ops partnership development within startup or innovation ecosystemstrong project management and organizational skills excellent communication and interpersonal skills
• Strong project management and organizational skills
  
• Excellent communication and interpersonal skills

Applications will close at 5pm EDT on April 17 2025.

Applicants must be legally eligible to work in Canada and reside in Ontario.

Salary Range: $75000 $93000 up to a 10 discretionary incentive extended healthcare benefits lifestyle spending account GRRSP matching and paid timeoff.

#LIMDD

Required Experience:

Manager