Member Experience Supervisor, Tong Louie Family Ymca

3 months ago

Surrey, Canada YMCA BC Full time

**Date Posted**:September 18th, 2024

**Position Title**:Member Experience Supervisor

**Location**:Tong Louie Family YMCA (14988 57 Ave, Surrey)

**Terms**:Permanent Full Time

**Hours**:35 hours per week

**Shift**:Shifts vary but will include weekdays, evenings, weekends and holidays

Shifts will vary based on the needs of the center

**Start Date**:As soon as possible

**Salary**:$55,000 - $65,000 per year plus full benefits package

**Reports To**:Center Manager, Tong Louie Family YMCA

**Nature & Scope**:
The Member Experience Supervisor’s primary focus is on membership growth, retention and overall member experience. The Member Experience Supervisor will be responsible for delivering on our promise of excellence and setting a new standard for YMCA service. All Member Experience staff are responsible for providing exceptional service to members and guests of the YMCA and will follow the practices outlined in the YMCA Core Values

**Major Responsibilities**:

- Develop and implement sales strategies to increase membership enrollment and drive revenue growth, including targeted promotions and outreach efforts.
- Implement retention strategies to foster member retention, including personalized follow-ups, member engagement events, and other campaigns.
- Implements systems that achieve and sustain membership service excellence throughout the membership centre.
- Serves as the facility champion and lead trainer for the YMCA 7 Steps to Selling employee training program, ensuring the implementation of the membership sales and service standards
- Collaborate with the YMCA BC’s Membership Alignment Workgroup to implement sales and service initiatives.
- Uses established systems and structures to record and report on member satisfaction, interest trends, and activities
- Provides role and program specific orientation and training to new employees and volunteers.
- Coaches, develops, and supports employees and volunteers to achieve excellence in service delivery.
- Responsible for leading the membership department and staff team to include high volume of daily service, scheduling for all member experience staff (including fitness and membership areas)/shift coverage, additional tasks given to the department and all associated administrative duties
- Provides ongoing management of employee and volunteer performance and completes reviews within required process timeframes.
- Deals with performance issues using the required steps in the discipline process, up to and including termination
- Attends staff meetings, planning sessions and training events as required

**Requirements**:

- University degree or college diploma in related field.
- Minimum four years related experience.
- Experience in health, fitness and recreation preferred; Fitness Certification an asset
- Experience in sales an asset
- Experience with Non Violent Crisis Intervention an asset
- Demonstrating sensitivity to both visible and invisible aspects of diversity through an intercultural lens/perspective
- Proficient with Microsoft Office (Excel, Word, PowerPoint)
- Strong communication skills with an emphasis on persuasive marketing
- Current Standard First Aid and CPR‐C & AED certificate
- Access to vehicle for regular travel within the Lower Mainland and Fraser Valley
- 3 professional references

**Competencies**:
Leading Self
- Evolve in Professional Capability - Commit to being better
- Achieve Excellence and Authenticity - Show up with the best version of you

Leading Others
- Develop the Potential in Others - Help people grow and lead
- Create a Culture of Connection - Build bridges between people and partners

Leading Mission
- Think and Act Strategically - Make good decisions and act on them
- Make an Intentional Impact - Advance the strength and cause of the Y

**About the YMCA**:
YMCA BC is a charity dedicated to strengthening the foundations of community, by nurturing the potential of children, teens & young adults, promoting healthy lifestyles, fostering a sense of social responsibility and delivering lasting personal & social change. We are building a community in which a generation of children and families reach their full potential.

For over 130 years, we have been part of the community, a place where people of every age and background find the support they need to grow in spirit, mind, and body. One of the Lower Mainland’s leading charities, the YMCA of Greater Vancouver provides services in health and fitness, aquatics, childcare, camp, employment & community services, child and family development, youth programs, and health management to over 120,000 participants annually. In all things, we align our activities with our values:

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

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