Associate Director, Membership

Associate Director, Membership & Community ExperienceMiles Nadal JCC750 Spadina AveToronto, ON M5S 2J2 Job title: Associate Director, Membership & Community Experience Reports to: Chief Experience Officer Department: Membership/Fitness About the MNjcc The Miles Nadal JCC (MNjcc) is a vibrant and welcoming hub that celebrates diversity, promotes wellness, and fosters a strong sense of community. Located in the heart of downtown Toronto, we offer inclusive programs in fitness, arts and culture, education, and Jewish life, serving people of all backgrounds and abilities. By joining this dynamic Centre of wellness, culture, community and belonging, you will contribute to the well-being of the community and the fiber of a strong and vibrant downtown core. Position Summary: The Associate Director of Membership & Community Experience will play a pivotal role in customer service at the MNjcc, support the J's vision and strategic direction for optimal membership and operational success, and will be responsible for overseeing both the Membership and Community Experience teams. This individual will play a strategic role in optimizing member participant experiences, improving internal workflows, and strengthening cross-team collaboration. We're seeking a candidate with strong business and sales acumen, a deep understanding of team dynamics, and a passion for service excellence and community engagement. This leader plays a vital role in supporting the financial health of the MNjcc Fitness Centre by achieving all membership revenue goals and outcomes. Schedule Information Full-time, 37.5 hours per week/regular schedule. Some evening and weekend work is required. This position is an in-person role and requires working on-site. Primary Duties and Responsibilities Provide visionary and hands-on leadership, guidance, and support to the Membership and Community Experience teams. Develop, implement, and evaluate strategies to drive member acquisition, engagement, and retention. Build a culture of accountability, collaboration, and best practices within Membership and Community Experience. Identify and implement service standards and performance metrics aligned with organizational goals. Coach, support, and empower staff to work cohesively across departments. Facilitate regular cross-team meetings, communication, and shared training opportunities. Work with HR regarding hiring & onboarding, support scheduling, and performance management for team members. Customer Experience Management Oversee the development and execution of a consistent, high-quality front-desk and customer service experience. Implement systems and training that ensure responsive and personalized support to members and visitors. Handle escalated issues or concerns with empathy, professionalism, and resolution-oriented thinking. Business Operations & Team Management Ability to synthesize data and metrics to guide strategic decisions. Collaborate with marketing to support membership campaigns and promotional efforts. Oversee and enhance the full member journey, from onboarding new members with consistent, welcoming processes to implementing staff training protocols that support a cohesive and informed customer experience. Coordinate with Information Systems and IT Departments to ensure all sales tools, systems, and resources are available, up to date, and being properly used by all staff. Drive membership growth and retention by developing and managing budgets, setting and achieving sales goals, and analyzing performance metrics to inform strategy. Lead and develop high-performing teams through effective people management, including hiring, scheduling, coaching, and delivering ongoing staff training to ensure exceptional service standards. Team Collaboration & Initiative Applicants should thrive in a collaborative environment and be eager to support the broader team's success. We value proactive individuals who take ownership and are willing to help where needed. Adaptability, initiative, and a solutions-oriented approach are essential. Strong interpersonal skills, both written and oral, are required to establish and maintain professional relationships at all organizational levels. Ability to understand and embrace MNjcc culture and abide by the MNjcc Code of Conduct is expected. Attendance at staff training, meetings, and occasional social events is also required. Note that duties may evolve over time. Qualifications 7+ years of experience in customer service, membership management, or community engagement roles. Proven business acumen with the ability to manage budgets, KPIs, and team performance. Strong interpersonal and communication skills with a talent for motivating diverse teams. Exceptional problem-solving abilities and a commitment to service excellence. Experience with CRM systems and customer service platforms. A commitment to inclusive community-building; knowledge of Jewish culture is an asset but not required. Salary and Benefits Annual salary range: $70,000 - $75,000, commensurate with experience. Supplemental insurance plans including medical (vision care), dental, life, critical illness, and LTD. Employee assistance program. Membership for self and family at the MNjcc Fitness Centre, plus discounts on programs. RRSP matching. How to Apply: Email your resume and cover letter to with the subject "Application: Associate Director, Membership & Community Experience." Please indicate how you heard about the position. Applications are accepted until May 30, 2025, at midnight. Only shortlisted candidates will be contacted. Inclusivity and Accommodation We value diversity and encourage applications from all backgrounds, including racialized persons, women, Indigenous peoples, persons with disabilities, LGBTQ2S+ persons, and others. We are committed to accessibility and will provide accommodations throughout the recruitment process. Please contact David Fielder at x6404 or via email for assistance. #J-18808-Ljbffr