Position Title: Supervisor, Member Experience

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

Terms: Permanent, Full Time; 35 hours per week

Shift: Shifts will vary; schedule will consist of weekday morning, evenings and weekends

Compensation: Under Review plus full benefits package

Start Date: As soon as possible

Reports To: Centre Manager, Bob Chan-Kent Family YMCA

Situation:

YMCA BC is a charity dedicated to strengthening the foundations of community, by nurturing the potential of children, teens & young adults, promoting healthy lifestyles, fostering a sense of social responsibility, and delivering lasting personal and social change. We are building a community in which a generation of children and families reach their full potential. Our values guide our decision-making and behaviour—we do the right thing, put people first, keep our promises and lead by example.

For over 135 years, we have been part of the community, a place where people of every age and background find the support they need to grow in spirit, mind, and body. One of the Lower Mainland’s leading charities, YMCA BC provides services in health, fitness & aquatics, child care, camping, employment & community services to over 120,000 participants annually.

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

• Implements systems that achieve and sustain membership service excellence throughout the membership centre.
• Serves as the facility's champion and lead trainer for the YMCA 7 Steps to Selling employee training program.
• Ensures the implementation of the YMCA's seven priority membership service standards
• Provides support and work with the YMCA of Greater Vancouver Membership Alignment Workgroup.
• Uses established systems and structures to record and report on member satisfaction, interest trends, and activities
• Provides role and program specific orientation and training to new employees and volunteers.
• Coaches, develops, and supports employees and volunteers to achieve excellence in service delivery.
• 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
• 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

• University degree or college diploma in related field.
• Minimum two years related experience.
• 2-3 years’ experience in health, fitness and recreation preferred; Fitness Certification an asset
• Proficient with Microsoft Office (Excel, Word, PowerPoint), Internet and Google Mail.
• 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
• Successful 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 date
• 3 professional references

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 Human Resources department.

Application Deadline: Until Filled

Thank you for your interest and application.

Due to the high volume of applications received, only short-listed candidates will be contacted.