Member Experience Representative

Date Posted: January 9, 2026Position Title: Member Experience RepresentativeLocation: Robert Lee YMCA (955 Burrard St, Vancouver, BC V6E 0B1)Term: Full-Time PermanentHours: 35 hours per weekShift: Shifts vary and include weekdays, evenings and weekendsStart Date: As soon as possibleSalary: 0-500 hours $18.39 per hour hours $18.94 per hour1001 – 1500 hours $19.51 per hour1500 + hours $20.10 per hourReports To: Supervisor, Member ExperienceBenefits:Free YMCA Gym Membership and/or Extended Health and Dental BenefitsTraining and Professional Development OpportunitiesReduced childcare rates and priority placement for YMCA StaffBe part of a charitable organization that positively impacts the communitySome benefits may vary based on region and employment termsNature & ScopeThe Member Experience Representative works collaboratively with YMCA staff and volunteers to provide a safe and welcoming experience in branch. The primary focus on membership sales, engagement and retention while supporting delivery of YMCA SAM Standards and member programs and services within the branch. The Member Experience Staff will work fluidly in the facility between the membership desk, fitness floor and child, family youth programming.Major Responsibilities-in this position, you will:Promote membership and program sales and services in a positive and professional mannerProvide facility tours through YMCA standards through 7 steps of selling processMeet and exceed projected sales targetsAssist members and guests with fitness floor related questions including machine use, equipment locations and basic movement and exercise inquiriesPerform member orientation for the fitness floor and use of equipmentOversee fitness floor, programming, and member behaviorUse established systems and structures to record and report on member satisfaction, interest trends and activitiesPromote and educate on all program offerings relevant to member/familyProvide exemplary customer service to all members, guests, and participants in all program areasLearn member names and use them during interactionsEngage in phone calls and engage in member retention callsProvide The Y Way for service excellenceProvide assistance and support in program areas including fitness and child, family, youth programmingSupport member and participant program check-in processAssist with set up programming areas including group fitness and child, family and youthAssist with training new staff/volunteers in procedures and practicesBe prepared to change course quickly based on situational changes to the schedule or program deliveryDiffuse conflict and stressful situations through a Non-violent Crisis Intervention methodologyEnsure the safety of all members, participants, staff, and property by following YMCA standards/policies/procedures and ensuring they are maintained amongst all members and staffRemain calm and use supportive language when dealing with upset members and stressful situationsMaintains a neat, orderly, and clean environment, including all facility program areas, common spaces, and change roomsRegular walk-throughs of program areas to ensure member compliance, safety and cleanlinessQualifications-you bring:Current Standard First Aid and CPR-C & AED certificateBCRPA Fitness Theory and BCRPA weight training preferredComputer proficiency, including Microsoft Office and CRM systems experienceExperience with ActiveNet an assetExcellent communication and interpersonal skills with customer service orientationExperience in a fitness facility or recreation centre an assetAccess to reliable transit or a vehicleConflict resolution training an assetSuccessful 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 date3 professional referencesAbout YMCA BC:By igniting belonging and championing health equity, YMCA BC strengthens the foundations of community. With over 3,000 employees and volunteers, YMCA BC serves 150,000 individuals of all ages, backgrounds and abilities across hundreds of service locations, from the Sunshine Coast to Fort St. John.As a charity, YMCA BC promotes equitable access to healthier outcomes by providing vital programs and services to help address many of our communities' most pressing social issues, including health and wellness, affordable child care and camps, mental health, employment services and community health.We believe there is potential inside all of us and envision vibrant, healthy and inclusive communities for all.YMCA BC is firmly committed to equity, diversity, inclusion, and belonging (EDIB). By taking an intersectional approach to our programs and services, the YMCA is committed to creating spaces and experiences where everyone feels safe, welcome, and like they belong. Learn more at Application Process-ready to make a difference?We invite you to apply today and find your WHYInternal Applicants: Please apply online to this position through the ADP Workforce Now Career Centre. (Myself > Talent > Career Centre)Application Deadline: January 19, 2026Please include any and all relevant certifications in your online application.You will receive an automated notification to confirm receipt of your application.If short-listed for a position: We will contact, you to move forward to the next step.If not selected for a specific posting: Continue applying for future positions matching your qualifications and interests.Note: Depending on the role, we may be required to prioritize internal applicants. At YMCA BC, we approach each hiring process individually, recognizing that people bring diverse experiences and strengths. If this opportunity speaks to you, we encourage you to apply—even if you don't meet every listed qualification. Your unique background might be just what we're looking for. And if this role isn't the right fit, we hope you'll continue exploring future opportunities with us that align with your skills and aspirations.YMCA BC is committed to creating an inclusive, accessible environment where all members of our community feel valued, respected, and supported. We encourage applications from the diverse communities in which we live and serve, including but not limited to people of colour, Indigenous people, persons with disabilities, and persons of any sexual orientation or gender identity. We have established policies, procedures, and practices to meet accessibility standards throughout the hiring process. Should you require any accommodation throughout the recruitment process, please do not hesitate to contact our People Services department.Thank you for your interest and application.