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Member Engagement Leader

1 day ago

Bedford, Canada The Swim Space Full time

**Why Join The Swim Space?**

We’re not just a swim school—we’re a movement that helps kids (and their parents) learn to _love the water._ We’re growing quickly with plans to expand to new locations, and we’re building a dream team to grow with us.

As our **Member Engagement Leader**, you’ll be at the frontlines—connecting with families, creating buzz online, and helping our members feel seen, supported, and celebrated. This is a high-impact, full-time role designed for someone who loves people, and organized chaos (the fun kind).

**What You'll Be Doing (Your Superpowers)**

Your time will be split 70% working in the business engaging with our members directly in person, and 30% of the time in the office supporting member engagement from the desktop.

**Engagement & Communications**
- Be the face and voice behind our **social media**—creating content, and driving member engagement
- Write and schedule **member newsletters** that keep families in the know and excited about what's next
- **Lead new member acquisition** campaigns and drive growth through creative ideas, digital presence, and community buzz
- Craft content that reflects our brand values: fun, family-first, and forward-thinking

**Customer Experience & Membership Support**
- Work _on-site and in the action_—in the thick of it with our team, greeting members, answering questions, and building relationships
- Lead and support our **Customer Service Team** with daily direction, positivity, and service standards
- Take ownership of the **presentation of the front-of-house**—from reception vibes to digital signage
- Handle member requests like **scheduling, cancellations, and account changes**:

- In the future, this role is expected to **evolve into leading the hiring, training, and performance oversight** of all customer service staff at the location

**Creative/Admin Work**
- Also completed **on-site**, this portion is desktop-focused: planning content calendars, designing graphics, analyzing reports, and managing communication platforms

**Business Support & Collaboration**
- Prepare **weekly insights and reports** to help shape business strategy
- Help steer the vibe and culture of the space—bringing your ideas and energy to the team
- **Coordinate monthly invoicing for all member accounts**, ensuring accuracy in billing cycles, adjustments, and program changes, while proactively communicating with families regarding payment issues or updates.
- **Collaborate with the Finance team to reconcile program and operational expenses**, ensuring timely tracking, coding, and reporting of costs related to memberships, supplies, events, and community engagement initiatives.
- Once established in the role, additional operational responsibilities will be added to align with **Operations Leader** to ensure full coverage during business hours, as the Operations Leader will assume additional **Member Engagement** responsibilities to add full coverage.

**Scheduling & Coverage**
- The Swim Space is open **7 days a week**, and this full-time role covers **5 flexible days per week**:

- You’ll be scheduled to work **evenings and weekends**, as those are our busiest member-facing hours
- Your schedule will be coordinated alongside the **Operations Leader** to ensure one of you is always on-site
- **Vacation and holiday time** will be balanced with your counterparts to ensure full business coverage
- You will be responsible for creating and administrating the Customer Service schedule.

**Who We’re Looking For**

You’re a community-builder, a thoughtful communicator, and a spreadsheet-meets-Instagram kind of person. You love solving problems, connecting people, and building experiences that make a difference.

You have **startup hustle**: if something’s broken, you fix it; if something’s missing, you find it; if there’s a gap, you fill it. Whether that means jumping on the front desk, responding to a message, or launching a campaign—you get things done and keep the energy high.

**Minimum Requirements**:

- Recent graduate (within 12 months) of a **post-secondary program** (Communications, Marketing, Recreation, Business, PR or related)
- Comfortable with Instagram, Facebook, TikTok, Canva, Gmail, Google Docs/Sheets, and digital workspaces
- Outgoing and collaborative—you shine in team settings and love working with people face-to-face
- Organized and action-oriented—you’re not afraid to take initiative and make things happen
- Willing and able to work **evenings and weekends**

**What’s In It for You**
- 10 vacation days + paid holidays
- Full-time salary with performance-based bonus opportunities
- A fun, flexible, team-first workplace with startup energy and a growing brand
- Mentorship, learning, and professional development
- Potential travel within Nova Scotia as we expand
- A path for long-term growth and leadership (we’ll say it subtly: this role is going places )

**Interested?**

We would love to hear from you.
- Send us your resume and a cover letter ex