Member Experience Supervisor

24 hours ago

Surrey, British Columbia, Canada YMCA of Greater Vancouver Full time
Job Summary

We are seeking a highly motivated and experienced professional to join our team as a Member Experience Supervisor. In this role, you will be responsible for delivering exceptional service to members and guests, while driving membership growth and retention through strategic sales and service initiatives.

Key Responsibilities
  • Develop and implement sales strategies to increase membership enrollment and drive revenue growth.
  • Implement retention strategies to foster member retention, including personalized follow-ups and member engagement events.
  • Implement systems that achieve and sustain membership service excellence throughout the membership centre.
  • Serve as the facility champion and lead trainer for the YMCA 7 Steps to Selling employee training program.
  • Collaborate with the YMCA BC's Membership Alignment Workgroup to implement sales and service initiatives.
  • Use established systems and structures to record and report on member satisfaction, interest trends, and activities.
  • Provide role and program specific orientation and training to new employees and volunteers.
  • Coach, develop, and support employees and volunteers to achieve excellence in service delivery.
  • Lead the membership department and staff team to include high volume of daily service, scheduling for all member experience staff, and additional tasks given to the department.
Requirements
  • University degree or college diploma in a 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.
  • Successful candidates will be required to provide a current and satisfactory Criminal Reference Check/Vulnerable Sector Search issued no later than six (6) months preceding your start date.
  • Three professional references.
Competencies
  • Leading Self: Evolve in Professional Capability, Achieve Excellence and Authenticity.
  • Leading Others: Develop the Potential in Others, Create a Culture of Connection.
  • Leading Mission: Think and Act Strategically, Make an Intentional Impact.
About the YMCA

The YMCA of Greater Vancouver is a charity dedicated to strengthening the foundations of community, by nurturing the potential of children, teens, and young adults, promoting healthy lifestyles, fostering a sense of social responsibility, and delivering lasting personal and 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.

Our values are: Do the right thing, Put people first, Keep our promises, and Lead by example.

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