Manager, Customer and Membership Service

2 months ago

Toronto, Canada University of Toronto Full time

**Date Posted**:11/05/2024
**Req ID**: 40559
**Faculty/Division**: Faculty of Kinesiology & Physl Ed.
**Department**: Faculty of Kinesiology & Physl Ed
**Campus**: St. George (Downtown Toronto)

**Description**:
The University of Toronto’s Faculty of Kinesiology and Physical Education is globally recognized for developing and advancing knowledge about the interactions of physical activity and health through outstanding undergraduate and graduate education programs, cung-edge research and the delivery of sport, recreation and high performance athletic opportunities for students, staff, faculty and community members across the three campuses. In achieving this vision, the Faculty is guided by values of integrity, respect, equity and diversity. kpe.utoronto.ca.

**Your Opportunity**:
The incumbent is responsible for the day-to-day information, registration, and membership services functions of the Faculty of Kinesiology and Physical Education (FKPE) as they are provided in the Athletic Centre (AC), Varsity Centre (VC), and Goldring Centre for High Performance Sport (GC). The Manager understands and creates a seamless standard level experience for all customers from students, program participants, staff, community members, and guests from initial product and service awareness to final uses. The Manager provides a superior customer experience, resulting in customers becoming advocates for the University of Toronto Sport and Recreation, creating positive word-of-mouth referrals, retention and profitable growth.

This includes engaging all staff groups involved with service provision to the customers to create an excellent experience through the phases of their journey, from awareness to continued use; assuming high-quality standards understanding and satisfying customer needs, providing frontline information, conducting registration and point of sale transactions, and acting as a communication and service hub at the Faculty’s multiple sites.

The incumbent leads the development and continuous improvement of consistent service excellence. They are responsible for developing practices and procedures related to exemplary customer experience while managing inquiries and feedback from current and prospective members and for promoting customer service throughout the organization.

The Manager ensures that the appropriate complement of staff is available at all times, distributing the workload as necessary, and leading full and part-time staff on a daily basis. The Manager demonstrates the responsible, efficient and cost-effective operation of the unit, providing information and recommendations for short and long-term budget plans, and ensuring that target budget revenue targets are met.

The Manager supports the coordination of communications to students, members, and participants in the event of an emergency and during situations that create partial or complete service interruptions.

The Manager actively collaborates with Senior Management and other University managers in the development of policies and processes in anticipation of customer experience issues and intra and extra-departmental requirements. The incumbent drives the implementation and development of membership marketing and business development campaigns in collaboration with internal clients ensuring revenue expectations are met.

The Manager leads the identification and resolution of potential risk management issues determined by University and Faculty of Kinesiology and Physical Education standards

**Minimum Qualifications**:
**EDUCATION**:
University degree or an equivalent combination of education and experience.

**EXPERIENCE**:
Three years’ experience in administrative management with demonstrated experience supervising, managing, and developing staff. Previous experience in a high-traffic reception and customer service environment is required. Sound financial management, budget development and management experience are required.

**SKILLS**:
Experience with Fusion Recreation Management Software Program required and ROSI/student information management system experience an asset. Must have superior customer service-oriented skills and be able to effectively articulate and demonstrate a customer service centric environment. Effective oral and written communication, interpersonal and sound decision-making and problem-solving instincts, ability to work independently and under pressure.

**OTHER**:
Effective time management, scheduling, and planning skills required. Effective negotiation and diplomacy skills. Knowledge of the University and its physical activity and sports programs. Conversant with accessibility requirements and sensitivity to equity issues. The incumbent must have the ability to manage conflicting priorities and deadlines. Must be well-organized, able to multi-task, and set priorities to provide timely, accurate, and courteous service.

**Closing Date**:11/14/2024, 11:59PM ET
**Employee Group**: Salaried
**Appointment Type**:

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