General Manager of Health, Membership and Recreation

The YMCA of Greater Saint John responds to critical social needs in the community and works to provide solutions. By nurturing the potential of children, youth and adults, the YMCA connects people to life-building opportunities, as well as to each other and enhances their quality of life. The YMCA of Greater Saint John as a charity offers a diverse set of programs at 18 locations in the city and surrounding municipalities. There are 350 employees and 400 volunteers. In 2021, the YMCA engaged more than 22,000 people in its health, newcomer, childcare and camp programs. Health, Membership and Recreation is a key pillar within the YMCA family; it has been the driver of our mission for almost 160 years. We are a membership-based organization that is open to all.

**The Opportunity**:
The General Manager of Health, Membership and Recreation (HMR) is a member of the Senior Leadership Team at the YMCA of Greater Saint John, and reports directly to the President and CEO. The GM is responsible for the overall management of the Health, Fitness and Aquatics facilities, membership sales and the Irving Oil Field House. This individual will oversee two unique membership centers and a Field House component including building operations. The total budget is over $3.7 million, with 82 staff.

The GM must have strong operations management experience, including: leading and motivating staff/volunteers, program delivery, scheduling, managing organizational change, executing strategy, creating and maintaining budgets, developing key external relationships, and remaining current with changing trends in the health membership industry. The GM is expected to create fiscal accountability for the department and focus on member involvement/retention through adhering to YMCA Serving All Members (SAM) standards.

The GM will be required to work a flexible schedule to ensure a front-line presence on site, including early mornings, evenings, weekends and holidays to ensure overall support of the YMCA staff team.

**Responsibilities**:

- To drive membership sales and ensure quality programs/connections that support strong membership retention.
- Continue to build the Field House model by engaging user groups, creating new programs and facilitating a strong community hub of activities.
- Responsible for the success of core operations and meeting targets in all key areas including performance, financial, registration levels, sales, risk, quality, staffing, and contribution level.
- Maintain a high level of service delivery by setting annual sales and retention targets, monitoring service and program quality according to YMCA Best Practices.
- Develop, manage and monitor HMR annual operating plan in support of Association strategic plan and inclusion in operating budgets.
- Develop and manage operational budgets, analyze and interpret financials, identifying variances to guide operational decisions.
- Maintain a positive working relationship with membership and program participants by addressing input from surveys and other tracking documents; expedient response to complaints in a professional manner and evaluating and implementing changes to feedback systems.
- Monitor the success of National Program initiatives such as SAM, Child Protection and specific YMCA programs. Provide leadership as changes or adjustments are needed.
- Ensure a front-line presence during the day, evening and weekend hours.
- Monitor and analyze and respond to membership trends, user and community needs.
- Ensure training and systems in place for emergencies.
- Hiring and coaching staff required to deliver the programs and recruitment of volunteers.
- Ensure effective and proactive staff scheduling and on-call rosters in all areas.
- Foster cross-departmental relationships and opportunities for collaboration.
- Host and plan staff meetings to engage, train and inspire the team.
- Support culture change by cultivating principles of diversity, collaboration and cross-organizational communication.
- Ability to create a philanthropic culture among members, staff and volunteers and incorporating the YMCA's core values through the YMCA Strong Communities Annual Giving Campaign.
- Work closely with Maintenance personnel and program staff to ensure all program areas are clean, well-maintained environments for participants, employees, volunteers and the general public.
- Make recommendations for future capital purchases for the department.

**Competencies Required**:

- **Commitment to Organization Vision and Values**: Demonstrates and promotes a personal understanding of and appreciation for the mission, vision, strategic outcomes and values.
- **Le**adership**: Ability to develop and direct performance of others to achieve desired results. Leads by example at all times.
- **Results Focused**: Demonstrates the ability to meet organizational goals and customer expectations. The capacity to make decisions that produce high-quality results.
- **Effective Interpersonal Communica