Associate Director, Membership & Community Experience

JCC Association of North America; Toronto; On-site; CAD 70,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

Employee assistance programme

RRSP matching

Job summary

The JCC Association of North America in Toronto is seeking an Associate Director of Membership & Community Experience to lead the Membership and Community Experience teams. This full-time role involves strategic planning and driving member acquisition, engagement, and retention to achieve financial outcomes. The ideal candidate will have 7+ years of experience in customer service or membership management, and is committed to service excellence. A comprehensive benefits package is included, alongside a salary range of $70,000 – $75,000 based on experience.

Qualifications

• 7+ years of experience in customer service, membership management or community engagement.
• Strong interpersonal and communication skills with ability to motivate diverse teams.
• Experience with CRM systems and customer-service platforms.

Responsibilities

• Lead vision, strategy and day-to-day leadership for Membership and Community Experience teams.
• Develop, implement and evaluate member acquisition, engagement and retention strategies.
• Analyze data and metrics to guide strategic decisions and drive membership growth.

Skills

Customer service management

Team performance management

Interpersonal skills

Problem-solving

CRM systems experience

Job description

Position

Associate Director, Membership & Community Experience

Miles Nadal JCC
750 Spadina Ave
Toronto, ON M5S 2J2

Reporting

Reports to: Chief Experience Officer

Summary

The Associate Director of Membership & Community Experience will lead the Membership and Community Experience teams, driving member acquisition, engagement, retention and operational excellence to achieve financial outcomes for the MNJCC fitness centre. The role involves strategic planning, team development, customer experience management, and cross‑departmental collaboration.

Schedule

Full‑time, 37.5 hours per week. Regular schedule with some evening and weekend work required. In‑person, on‑site role.

Responsibilities

• Lead vision, strategy and day‑to‑day leadership for Membership and Community Experience teams.
• Develop, implement and evaluate member acquisition, engagement and retention strategies.
• Build a culture of accountability, collaboration and best practices across teams.
• Identify and implement service standards and performance metrics aligned with organisational goals.
• Coach, support, empower staff and facilitate cross‑team meetings, communication and shared training.
• Oversee customer‑service experience at front desk and across all member touchpoints.
• Implement responsive, personalised support processes and handle escalated issues with empathy and professionalism.
• Analyze data and metrics to guide strategic decisions and drive membership growth and retention.
• Collaborate with marketing on membership campaigns and promotional efforts.
• Coordinate with IT and Information Systems to ensure sales tools and systems are current and used effectively.
• Manage budgets, set sales goals, track and analyse performance metrics to inform strategy.
• Hire, schedule, coach and train high‑performing teams, including performance management.

Qualifications

• 7+ years of experience in customer service, membership management or community engagement.
• Proven business acumen with budget, KPI and team performance management.
• Strong interpersonal and communication skills with ability to motivate diverse teams.
• Exceptional problem‑solving and commitment to service excellence.
• Experience with CRM systems and customer‑service platforms.
• Commitment to inclusive community building; knowledge of Jewish culture an asset, not required.

Benefits and Compensation

• Annual salary range $70,000 – $75,000, commensurate with experience.
• Supplemental insurance: medical (vision care), dental, life, critical illness, LTC.
• Employee assistance programme.
• Membership for employee, spouse and children at the MNJCC Fitness Centre, plus discounts on most programmes.
• RRSP matching.

EEO and Inclusion

The MNJCC welcomes and encourages applications from racialised persons/persons of colour, women, Indigenous peoples, persons with disabilities, LGBTQ2S+ persons, people of any faith or none, and others who reflect the diversity of our community, city and country.

We are committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA) and provide accommodation throughout the recruitment process for applicants with disabilities.