Manager, Member Experience

5 months ago

Lethbridge, Canada YMCA of Lethbridge Full time

**About the YMCA of Lethbridge**

The YMCA of Lethbridge is a vital community organization, with a rich history dating back to 1910, and has been a cornerstone of community engagement, child and youth development, and social responsibility. Established on values of honesty, inclusiveness, respect, responsibility, and caring, the YMCA of Lethbridge welcomes individuals of all backgrounds, ages, and beliefs, fostering an inclusive environment where everyone can thrive. The Association offers a wide range of programs and services designed to promote holistic well-being, including fitness and recreation facilities, child care services, educational programs, and community outreach initiatives.

At the heart of the YMCA of Lethbridge's mission is a commitment to building a healthier, stronger, and more connected community. Through its various programs and partnerships, the YMCA empowers individuals to reach their full potential, fosters a sense of belonging, and encourages active participation in community life. With dedicated employees, volunteers, and supporters, the YMCA of Lethbridge continues to make a meaningful impact in the lives of thousands of individuals and families, shaping a brighter future for generations to come.

**Job Summary**

The Manager, Member Experience and Acquisition serves the mission of the YMCA of Lethbridge by providing oversight, planning, and continued development of the Membership and Rentals team. The main goals of this position are:
1. Provide leadership to the Membership and Rentals team.

2. Ensure effective implementation of team initiatives, services, and programs.

3. Complete administrative tasks to support the functions of the team.

**Key Relationships**
- YMCA of Lethbridge Leadership Team
- All Association employees and volunteers
- YMCA of Lethbridge members and facility users

**Nature & Scope**

The Manager, Member Experience and Acquisition will be responsible for the direction and oversight of the Member Experience and Acquisition team. The major responsibilities of this position are, but not limited to:
Leadership and Strategic Planning
- Exemplify the YMCA of Lethbridge’s Core Values of caring, honesty, inclusiveness, respect, and responsibility.
- Collaborate with peers and senior leadership to ensure team initiatives and goals align with the Association’s strategic plan.
- Promote a positive, inclusive work environment, responding to general inquiries and resolving issues in a timely manner and in accordance with Association policies and guidelines.
- Be a YMCA ambassador by engaging in and promoting practices and frameworks which ensure diversity, equity, inclusion, and belonging.
- Develop and maintain succession planning within the Membership and Rentals team.
- Demonstrate a commitment to health and safety, incident management and emergency response.
- Effectively communicate with internal and external stakeholders, providing detailed, specialized information, explanations, and interpretations requiring significant judgement and tact.

Organizational and Department Management
- Lead and provide oversight and supervision to the Membership and Rentals team, including training and development, performance management, and workforce planning.
- Contribute to the completion of administrative duties within Member Experience and Acquisition.
- Carry out tasks requiring significant concentration and the need to assess options or evaluate past practices using analytical methods and processes occasionally.
- Model best practices, upholding high standards for excellence in team implementations.
- Work on diversified tasks to make progress towards team objectives and goals.
- Provide exceptional quality of programs and services, responding to community needs and supporting in facilitation where required.
- Support with coverage for ‘Manager on Duty’ when necessary.
- Attend all required YMCA trainings and recertifications.

Financial Management and Philanthropic Involvement
- Model the Association’s dedication to philanthropy.
- Participate in Fund Development Initiatives to further the impact of team efforts.
- Assist in the development of, and adhere to, the team’s annual budget.

External Relations and Advocacy
- Be a YMCA ambassador in the community by fostering relationships through community groups, committee work, and outreach opportunities to promote team initiatives.
- Educate others on Membership and Rental initiatives and projects.
- Follow policies regarding confidentiality to safeguard data and information and handle sensitive information with a strong sense of ethics and confidentiality, in addition to other Association policies and guidelines.
- Identify Membership and Rental recommendations for growth opportunities in alignment with the Association’s strategic plan.

**Physical/Special Demands**
- This position may include the ability to lift 20 kg

**Qualifications and Experience**
- Certificate program in Business Administration or equiv

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