Team Leader, Member Experience

2 months ago

Vancouver, Canada YMCA BC Full time

**Position Title**:Team Leader, Member Experience
** Location**: Robert Lee YMCA (955 Burrard St, Vancouver, BC V6Z 1Y2)

**Terms**: Permanent, Full-Time, 35 hours/week

**Shift**:Sunday to Thursday, **opening shifts. Shifts can start as early as 5:15am.

**Salary** 0-500 Hours $20.00 per hour

501-1000 Hours $20.62 per hour

1001-1500 Hours $21.87 per hour

1500+ Hours $23.05 per hour

**Start Date**: As soon as possible

**Reports To**: Supervisor, Member Experience

**Nature & Scope**:
The Member Experience Team Lead will act as support to the membership service team through knowledge and experience in ActiveNet, customer service support and sales experience. Reporting directly to the Membership Supervisor, the Team Lead role will support the membership service desk through direct delivery on the floor, be responsible for a variety of administrative duties related to ActiveNet and facility activities.

**Major Responsibilities**:

- Promote membership sales and services in a positive and professional manner
- Build meaningful relationships through positive daily interaction with YMCA members, visitors, and colleagues
- Promote philanthropy through the YMCA’s annual Strong Kids Campaign
- Support a productive and cheerful team that provides excellent customer service
- Meet and exceed projected sales targets
- Become proficient in operation of the ActiveNet customer database
- Use established systems and structures to record and report on member satisfaction, interest trends, and activities
- Maintain an atmosphere of achievement that inspires self and others to succeed at the highest levels
- Ensure the safety of all members, participants, staff, and property by following YMCA standards/policies/procedures and ensuring they are maintained amongst all members and staff
- Maintain a neat, orderly, and clean environment, including all program areas, common spaces, and washrooms
- Assist with training new staff/volunteers in procedures and practices
- Remain flexible - willing to learn new skills, alter shifts
- Attend staff meetings, planning sessions and training events as required
- Maintain regular attendance, punctuality and be appropriately dressed and well groomed

**Requirements**:

- Current Standard First Aid and CPR-C & AED certificate
- Class or ActiveNet experience/knowledge is an asset
- Computer proficiency, including Microsoft Office
- 3 professional references
- Experience in fast paced, customer focused environment
- Demonstrated high level of organizational and customer service skills
- Proven decision-making competency and ability to think quickly in difficult situations

**Application Deadline: September 27, 2024**

The YMCA cares about the same things you do: raising healthy and resilient children, ensuring youth feel confident and supported, and helping people feel healthy and connected to others in the community**. **As the Lower Mainland's largest operational charity, we are 4,000 staff and volunteers providing vital community services that are having a positive impact on some of the community's most pressing social issues. Central to our success are:

- The **people** who unite behind our mission to help people reach their potential
- The safe and welcoming **places** we provide—from health and fitness facilities to childcare centres to camps—that foster a sense of community
- The comprehensive community **programs** that provide the skills, opportunities and confidence people need to achieve their potential

These people, places, and programs come together to create a sense of belonging and a supportive network that have proven time and again to help people achieve their personal goals. For some the impact can be truly transformational and can have an enormous ripple effect on those around them.

**About You**:

- ** Do the right thing - **You are caring, respectful, honest and responsible in all you do
- ** Put people first -**You believe in the strengths, perspectives and passion of people
- ** Keep our promises -**You do what you say you will do
- ** Lead by example -**You are courageous, speak with conviction, listen attentively and collaborate

**Competencies**:
**_ Commitment to Organization and Values: _**Demonstrates and promotes a personal understanding of and appreciation for the mission, vision, outcomes and values of the YMCA.

**_ Leadership:_** Motivates and inspires self and others to take action to achieve desired outcomes.

**_ Communication: _**Communicates in a thorough, clear and timely manner.

**_ Creativity and Innovation:_** Develops new ways or adapts existing ideas to improve programs and service.

**_ Team Work:_** **The ability to work effectively with others to achieve optimal results.

**_ Product Knowledge:_** **Thorough understanding of the components required in providing quality care.

***:

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