Member Experience Team Coordinator

2 weeks ago

Toronto, Canada Prosserman Jewish Community Centre Full time

**MEMBER EXPERIENCE TEAM COORDINATOR**

**Job Type: Full Time 40 hours per week| in-person (must be able to work some evening shifts and one day on weekend)**

**Location: Prosserman JCC 4588 Bathurst St, North York**

At the JCC (“the J”), you are part of something bigger. You matter.

The JCC is an open, inclusive, and welcoming community, where belonging is everything. The J has become one of the largest platforms for engagement and connection to community in the Greater Toronto Area; a place where multiple generations can strengthen their body, mind, and soul. Programs include arts and culture, aquatics, recreation, education, sports, fitness, daycare, day camp, and more. For over 100 years, JCCs have been serving Jewish communities around the world. There are over 300 JCCs globally and 150 in North America. 1.5 million people enter a JCC each week in North America.

In the JCC’s recently completed Strategic Plan, it set a bold and ambitious goal that, by 2026, the number of people engaging with the Prosserman JCC (PJCC) and the Schwartz/Reisman Centre (SRC) will triple as the JCC becomes the centre of a thriving Jewish community. We are on a growth path of transformative change so that, when we’re done, 75,000 people annually will experience the JCC’s new mission; to be a hub of community, dedicated to the enrichment of Jewish life through meaningful shared experiences.

**Are YOU our Member Experience Team Coordinator?**

**Role Summary**:
Reporting to the Assistant Director of PJCC Membership Experience, the **Member Experience Team Coordinator **plays a critical role in ensuring that our members, guests, and program participants have an exceptional experience every time they visit the JCC. The **Member Experience Team Coordinator** assists with oversight of all the Membership Experience Associates at both the main and lower-level service desks at PJCC ensuring a seamless service delivery and creating memorable experiences for our members and guests. The **Member Experience Team Coordinator** collaborates closely with other department heads within the sales and service and program teams, as well as with all other JCC departments, with the goal of increasing sales, retention, and promoting the overall JCC offerings. This position necessitates a deep understanding of and passion for the J's vision and mission, contributing to a creative and collaborative culture. The ability to lead by example and inspire the Membership Experience Associates to deliver exceptional service is a crucial factor for success in this role.

**Key Deliverables**:
**Creating Memorable Experiences & Relationship Building**: Assist with implementing a member and guest service strategy that fosters exceptional service, improves member and guest experience, celebrates Jewish culture, builds connections, creates a welcoming atmosphere, and promotes collaboration among staff.

**Staffing & Scheduling**: Assists with recruitment, training, performance evaluations, recognition, and development of all Member Experience Associates at all the PJCC service desks while ensuring compliance with policies, effective communication, professionalism, managing staff schedules for adequate coverage, monitoring attendance, and coordinating support for special events.

**Connecting Users to Departments & Programs**: Collaborate with departments to promote services, act as a liaison, and equip staff with comprehensive knowledge to assist users.

**Problem Solving**: Implement processes to address member and guest service issues, conflicts, and feedback, and develop an Issues Management system for tracking concerns.

**Facilities**: Assist with inspecting JCC facilities, and providing reports to supervisor to coordinate proactive maintenance.

**Cleanliness**: Enforce cleanliness standards, coordinate regular cleaning schedules, and ensure staff ownership of maintaining a welcoming environment.

**Community Outreach & Partnerships**: Represent JCC at community events and foster a strong sense of community within the center.

**Reporting & Data Analysis**: Assist in collecting, analyzing, and reporting on member and guest service performance indicators, and use insights for strategic decision-making and improvement efforts.

**Continuous Learning & Professional Development**: Stay current on industry best practices, attend meetings, and promote a culture of learning among staff.

**What you will receive**

The opportunity to work with some of the most passionate, driven, and effective community builders and educators in Toronto. Be part of a culture that will continue to challenge and empower you to keep learning and growing.

What else can you expect?

Swim, workout, and enjoy all our classes, programs, events, and performances with a free Membership to the JCC

Generous staff discounts on paid programs like summer camp, swimming lessons, personal training, competitive sports leagues, etc.

People-centered, flexible work environment that alw

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