Position Title: Team Leader, Member Experience

Location: Langara Family YMCA (282 W 49th Ave., Vancouver, BC)

Terms: Permanent, Full-Time, 40 hours/week

Shift: Monday to Friday, 1:00 pm-9:30 pm

Salary 0-500 Hours $18.67 per hour

501-1000 Hours $19.25 per hour

1001-1500 Hours $20.42 per hour

1500+ Hours $21.52 per hour

Start Date: As soon as possible

Reports To: Supervisor, Member Experience

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 & social change.

Since January 2023, YMCA of Northern British Columbia, YMCA-YWCA of Kamloops and YMCA of Greater Vancouver are officially one association, with one mission to strengthen our impact for communities across British Columbia. We are YMCA BC. This transition marks a new chapter in our long-standing history of building communities, transforming lives, and connecting people of all ages, stages, backgrounds and abilities, to unique opportunities to learn, grow, and reach their potential.

Nature & Scope:

The Member Experience Team Lead will act as support to the membership service team through knowledge and experience in ActiveNet, customer service support and sales experience. Reporting directly to the Membership Supervisor, the Team Lead role will support the membership service desk through direct delivery on the floor, be responsible for a variety of administrative duties related to ActiveNet and facility activities.

Major Responsibilities:

• Promote membership sales and services in a positive and professional manner
• Build meaningful relationships through positive daily interaction with YMCA members, visitors, and colleagues
• Promote philanthropy through the YMCA’s annual Strong Kids Campaign
• Support a productive and cheerful team that provides excellent customer service
• Meet and exceed projected sales targets
• Become proficient in operation of the ActiveNet customer database
• Use established systems and structures to record and report on member satisfaction, interest trends, and activities
• Maintain an atmosphere of achievement that inspires self and others to succeed at the highest levels
• Ensure the safety of all members, participants, staff, and property by following YMCA standards/policies/procedures and ensuring they are maintained amongst all members and staff
• Maintain a neat, orderly, and clean environment, including all program areas, common spaces, and washrooms
• Assist with training new staff/volunteers in procedures and practices
• Remain flexible – willing to learn new skills, alter shifts
• Attend staff meetings, planning sessions and training events as required
• Maintain regular attendance, punctuality and be appropriately dressed and well groomed

Requirements:

• Current Standard First Aid and CPR-C & AED certificate
• Class or ActiveNet experience/knowledge is an asset
• Computer proficiency, including Microsoft Office
• 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
• Experience in fast paced, customer focused environment
• Demonstrated high level of organizational and customer service skills
• Proven decision-making competency and ability to think quickly in difficult situations

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.