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Director, Customer Experience

The Canadian Real Estate Association (CREA) is one of Canada’s largest single-industry associations. With a membership of more than 155,000 real estate brokers, agents and salespeople working with 75 real estate boards and associations across the country, CREA’s members are critical contributors to the Canadian economic ecosystem.

CREA proudly owns and operates, the most popular and trusted real estate platform in the country. Its website and apps receive one million visits per day and are vital to creating visibility and business opportunities for Canada’s REALTORS®. delivers accurate and up-to-date information for all regions and is the nexus of the Canadian property buying and selling journey.

As a member of the senior management team and reporting to the Vice President,, the Director, Customer Experience will oversee the CREA and member and customer experience by leading the Member Experience Centre (MEC). The Director, Customer Experience is CREA's highest authority responsible for creating, managing, and executing processes required to develop a culture that consistently delivers exceptional service, and will play a crucial role in outlining and achieving how members perceive CREA. The Director, Customer Experience will visualize the end-user interaction with the organization and then work backwards to plan, strategize, and execute efforts to deliver more extraordinary experiences while driving greater consumer satisfaction. Simply put, the Director of Customer Experience is the organization's torchbearer for a member-centric culture.

As the ideal candidate, you are a champion of excellent customer service, a creative problem solver and a critical thinker. You are a dynamic and engaged leader with extensive experience leading member-based organizations, implementing and utilizing enterprise-wide CRM methods, and providing counsel on marketing and/or sales goals. You are someone who thrives in a collaborative environment where innovation and initiative are rewarded. The ideal candidate will also effectively respond to consumer needs, advocate for the REALTOR® brand and represent CREA. Bilingualism would also be considered a strong asset.

Location: Ottawa, ON

To apply for this position, please submit your application and related materials to Éric Lathrop and Maja Messam at and state the title of the position in the subject line of your e-mail.

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We thank all applicants for their interest, however only those under consideration for the role will be contacted.

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At CREA, we are committed to fostering an inclusive, barrier-free and accessible environment. Part of this commitment includes arranging accommodations to ensure an equitable opportunity to participate in the recruitment and selection process. If you require an accommodation, we will work with you to meet your needs.