Supervisor, Member Experience

**Position Title**:Member Experience Supervisor

**Location**:Bob Chan-Kent Family YMCA (45844 Hocking Ave, Chilliwack, BC V2P 1B4)

**Terms**:Permanent Full Time

**Hours**:35 hours per week

**Shift**:Fixed weekly schedule will include opening, closing and one weekend shift.

**Start Date**:As soon as possible

**Salary**:$50,000 - $60,000 per year plus full benefits package

**Reports To**: General Manager, Bob Chan-Kent 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, implement, and deliver on 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.
- Mentors and guides employees and volunteers to achieve excellence in service delivery through continuous staff development and support. Prioritizes coaching and personal growth as essential components for organizational success.
- 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 and the Y Way Experience 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
- 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
- Ensure adherence to all YMCA BC policies and practices; and relevant national, provincial and local standards, laws and regulations.
- Responsible for duty manager shifts overseeing the facility and staff to ensure effective service is provided, conflicts resolved and safety of staff and members.

**Requirements**:

- Minimum two to three years related experience in sales and customer service leadership
- University degree or college diploma in related field.
- 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

**Application Deadline**: February 24, 2025

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.

**Our Values**:
**Inclusive -**We value and respect different backgrounds and build meaningful connections by meeting people where they are at.

**Supportive -**We are empathetic and caring; we listen to understand different needs and do the right thing.

**Innovative -**We embrace creative ideas to improve what we do and to seek new ways to deliver exceptional experience and excellence.

**Accountable -**We do what we say, show up for others, lead by example,