Position Purpose and Summary
The Visit Experience Lead provides strategic and operational leadership for Trinity Western University’s campus visit and admissions event experience. This role is responsible for the design, coordination, and continuous improvement of individual visits and large-scale recruitment events, ensuring alignment with enrolment goals and institutional priorities.
While primarily focused on planning, visit experience, systems oversight, and team leadership, the Lead also maintains an active front-facing presence. The role provides campus tour and hosting coverage as required to ensure consistent, high-quality hospitality throughout the year. This role provides strategic direction, systems oversight, and quality assurance for all campus visit experiences.
The Visit Experience Lead supervises visit-related student staff and the Visit Experience Coordinator while ensuring that every prospective student and family experiences a welcoming, organized, and mission-aligned introduction to the TWU community.
This is a full-time, year-round position.
Key Areas of Accountability
Visit & Event Strategy and Operational Leadership
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Develop and oversee the annual campus visit and admissions event strategy
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Lead planning and execution of large-scale recruitment events (Preview Days, Info Sessions, High School Visits, Counsellor Info Sessions)
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Align visit programming with enrolment objectives and recruitment campaigns
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Establish annual event calendars, timelines, and workflows
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Manage event budgets and vendor relationships
Experience Design & Quality Assurance
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Establish and oversee campus tour design, route planning, and messaging standards
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Ensure visit content reflects TWU’s mission, academic strengths, and enrolment priorities
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Establish and maintain hospitality and guest experience standards
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Evaluate visit and event effectiveness through feedback and data analysis
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Implement continuous improvements to increase engagement and conversion
Team Leadership & Development
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Supervise the Visit Experience Coordinator
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Supervise Student Ambassador Coordinators
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Lead hiring, training, and development of ambassadors and seasonal visit staff
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Coach team members in effective tour delivery, public speaking, and guest engagement
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Foster a culture of servant leadership and excellence in hospitality
Admissions Funnel Awareness
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Maintain a strong understanding of the admissions funnel (awareness through enrolment)
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Support conversion strategies through high-quality visit experiences
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Answer basic questions about the admissions process and timelines
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Ensure seamless handoff of prospective students to the Recruitment Team for next steps
Recruitment Support
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Organize, maintain, and track recruitment materials
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Coordinate systems, timelines, and accountability for preparation and distribution of recruitment materials for off-site events and school visits, including fulfilling material requests for Recruitment staff and arranging advance pickup or shipment to visits locations
Communications & CRM Oversite
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Define workflows, reporting standards, and data governance; delegate execution and data entry as appropriate
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Collaborate with Marketing and Communications on campaigns and follow-up strategies
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Monitor attendance and engagement metrics
Front-Facing Hosting & Coverage
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Provide hosting support during major admissions events and high-volume visit periods
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Lead campus tours and host prospective students and families as needed to ensure continuity, quality assurance, or peak-period coverage when the Visit Experience Coordinator is unavailable
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Maintain proficiency in tour messaging and visit delivery standards
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When needed provide front desk welcome coverage
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Ensure year-round continuity of exceptional guest experience
Flexibility & Coverage
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Maintain flexible schedule, including evenings and weekends as required
Key Interactions
Key Internal Departments / Teams Interaction: Recruitment Staff, Marketing and Communications, Academic Faculties, Student Life, Student Ambassadors, University Events Team, TWU Conferences
Reports:
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Direct: Seasonal Visit Experience Coordinator and Student Ambassador Coordinators
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Indirect: Student Ambassadors
Reports to: Assistant Director of Enrolment Operations
Key External Stakeholders: Prospective students, families, high school guidance counsellors’ community partners
Job Standards and Requirements
Education:
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Bachelor’s degree required
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Event management or customer service training/certification an asset
Experience:
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Minimum 3 years of experience in event coordination, customer service, student engagement, or admissions/recruitment-related roles
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Experience working with diverse audiences (students, families, faculty, staff)
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Experience managing complex, multi-stakeholder initiatives
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Supervisory or team leadership experience (e.g. student staff or volunteers) required
Knowledge and Skills:
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Knowledge of the admissions funnel and recruitment cycle in higher education
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Knowledge of best practices in event planning and/or campus visit management
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Familiarity with customer relationship management (CRM) systems such as Salesforce
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Understanding of social media and digital engagement strategies
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Awareness of diversity, equity, and inclusion principles in student recruitment and events
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Strong organizational skills with attention to detail
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Excellent interpersonal, verbal, and written communication skills
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Demonstrated ability to plan, coordinate, and execute events of varying scale
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Strong leadership skills with the ability to coach and mentor student staff
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Creative problem-solving and conflict resolution abilities
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Proficiency in Microsoft Office Suite, social media platforms, and event management tools
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Ability to work under pressure, adapt quickly, and meet tight deadlines
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Willingness to work flexible hours, including evenings and weekends
Personal
Driven and inspired by the idea of positively impacting the various marketplaces of life through the development of godly Christian leaders by serving the Trinity Western University community.
A dedicated and mature evangelical Christian with an earnest desire to serve in family, church, work, and community. Affirm and support TWU’s mission, values, Statement of Faith, and Community Covenant. Strength of character and reputation, integrity, focused. A winsome personality with a positive and friendly attitude.
Servant-Leader Way of Life
Act in a manner that exemplifies Jesus Christ in all on and off-campus contacts thereby living out the servant leadership mission of the university and contributing effectively towards achieving the institutional and Kingdom goals of the organization.
Duties and responsibilities that do not constitute a major change may be added, deleted or changed at any time at the discretion of the supervisor either orally or in writing.
Benefits Of Working at TWU:
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A comprehensive benefits package which includes extended health, dental, and insurance and an RRSP matching program.
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Annual statutory holidays (14) with generous vacation accruement.
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Tuition Benefit for TWU undergraduate and graduate level courses to enhance knowledge and professional competency.
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Torch tuition scholarship for dependents of eligible employees attending TWU.
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Free access to TWU’s fitness/gym facilities and the Norma Marion Alloway Library.
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Subsidized meals at the main cafeteria.
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Discounts and perks for the on-site Trinity Western Outfitters Campus Store and coffee shops, as well as shops and restaurants in Fort Langley.
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Wellness benefits (i.e., counselling, sick days, personal days, and health/wellness spending account).
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Free recreational equipment rentals (e.g., paddle boards, snowshoes, kayaks, etc.).
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Free employee parking on campus.
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Special community events throughout the year.
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Employee and Family Assistance Plan (EFAP).
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A positive Christian fellowship environment.
Trinity Western University encourages applications from all eligible candidates who are able to commit to the University’s mission, values, and Christian identity as articulated in its Statement of Faith and Community Covenant. We are committed to an ethic of inclusion and to the equal treatment of all persons without discrimination in accordance with human rights law.
We particularly invite applications from indigenous people, women, persons with disabilities, and visible minorities. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Persons with disabilities who anticipate needing accommodations during the application process should contact People & Culture.
Trinity Western University is located on the traditional ancestral territory of the Sto:lo people.
