Member Experience & Engagement Lead

YMCA of the National Capital Region • Ottawa, ON

3d • Onsite

About The Position

The YMCA of the National Capital Region is seeking a Member Experience & Engagement Lead to oversee membership operations, member experience, retention, and growth at Health, Fitness, and Aquatics locations. This role involves leading the Member Experience Team, achieving membership targets, delivering exceptional customer service, improving member retention, and ensuring operational excellence. The position requires a blend of frontline leadership, customer service, operational oversight, and performance management, utilizing data and feedback to drive improvements. The Lead will coach and develop staff, monitor performance, manage membership administration, and ensure a high-quality member experience.

Requirements

• Post-secondary diploma in Business Administration, Recreation, Sport Management, Hospitality, Marketing, or a related field. Equivalent combinations of experience may be considered.
• Fluent in English, oral and written.
• Minimum three (3) to five (5) years of experience in customer service, membership services, recreation, hospitality, retail, or a related customer-focused environment.
• Demonstrated experience achieving performance targets and delivering measurable results in customer service, membership, registration, or program environments.
• Minimum two (2) years of experience leading, coaching, or supervising staff and volunteers.
• Current Standard First Aid and CPR "C" certification.
• Valid permit to work in Canada.
• A Police Record check, not more than 6 months old.
• Mandatory training for the protection of Children & Youth must be completed semi-annually.

Nice To Haves

• French is an asset.
• Previous Xplor system experience an asset.

Responsibilities

• Lead the day-to-day operations of the Member Sales & Service Team, ensuring exceptional customer service and a welcoming environment.
• Supervise, coach, schedule, and support Member Sales & Service staff to achieve individual and team performance goals.
• Build and maintain positive relationships with members, addressing inquiries, concerns, and service recovery needs.
• Implement strategies to improve member engagement, retention, and overall satisfaction.
• Monitor service standards and ensure consistent delivery of member experiences across all areas.
• Support membership sales, renewals, and program promotion to achieve organizational targets.
• Collaborate with leaders across departments to coordinate operations and enhance the member experience.
• Resolve member and staff concerns, including complex or escalated issues, in a professional and timely manner.
• Communicate operational updates, policies, and organizational initiatives to staff.
• Monitor performance metrics, prepare reports, and identify opportunities for continuous improvement.
• Ensure compliance with YMCA policies, procedures, health and safety requirements, and privacy standards.
• Foster an inclusive, respectful, and values-driven workplace while serving as a role model for YMCA culture and customer service.

Benefits

• Free YMCA gym membership
• Discounted Y program fees (including health & fitness programs, child care, and camps)
• Access to our YMCA Employee and Family Assistance Program (EFAP) including free, immediate, confidential assistance and counselling for you and your family members for mental and physical health, and financial advice, among other 12 suites of services
• Health and Dental Insurance
• Long-term Disability and Life Insurance
• Access to our Canadian YMCA Retirement Fund pension plan
• Up to 25 vacation days per year including two float days, and one birthday vacation
• Maternity leave benefits for up to 18 months

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree