Member Experience & Engagement Lead

YMCA of the National Capital Region; Ottawa; On-site; CAD 65,000 - 90,000; Full time

Job summary

The YMCA of the National Capital Region is seeking a proactive Member Experience Lead to oversee membership operations, retention, and growth at Health, Fitness and Aquatics locations. You will lead the Member Experience Team and work to deliver a welcoming, high‑quality YMCA experience for all members.

Reporting to the General Manager, you will use KPIs to drive performance, coach staff, and ensure consistent service standards across all member-facing services while upholding the Y’s values of

Qualifications

• Post-secondary diploma in Business Administration, Recreation, Sport Management, Hospitality, Marketing, or a related field.
• Fluent in English; French is an asset.
• Minimum 3–5 years in customer service, membership services, recreation, hospitality, retail, or related area.
• Minimum 2 years of staff coaching or supervisory experience.
• Current First Aid and CPR-C certification; valid work permit in Canada.

Responsibilities

• Lead the day-to-day operations of the Member Sales & Service Team to deliver exceptional service.
• Coach, schedule, and support staff to achieve performance goals.
• Build relationships with members, address inquiries and service recovery.
• Implement strategies to improve member engagement, retention, and satisfaction.
• Monitor service standards and ensure consistent member experiences across locations.
• Support membership sales, renewals, and program promotion to hit targets.
• Collaborate with leaders across departments to coordinate operations.

Skills

Customer service

Staff coaching

Communication

Education

Post-secondary diploma in Business Administration, Recreation, Sport Management, Hospitality, Marketing, or related field

Tools

Xplor system

Job description

Description

The YMCA is a charity that has been helping Canadians improve their lives since the first Y opened in 1851. Y programs are offered at more than 1,700 locations across Canada and help more than 2.25 million people annually become healthier in spirit, mind, and body. The YMCA of the National Capital Region proudly serves people of all ages, backgrounds and abilities, and works to address critical social needs in our community. We are a leader and valued partner in creating a vibrant and healthy community where everyone belongs and can reach their full potential.

Job Details

The YMCA is a charity that has been helping Canadians improve their lives since the first Y opened in 1851. Y programs are offered at more than 1,700 locations across Canada and help more than 2.25 million people annually become healthier in spirit, mind, and body. The YMCA of the National Capital Region proudly serves people of all ages, backgrounds and abilities, and works to address critical social needs in our community. We are a leader and valued partner in creating a vibrant and healthy community where everyone belongs and can reach their full potential.

This position requires a commitment to the Y mission and core values of excellence, compassion, dignity, accountability and inclusion, which form the foundation of all Y programs and services.

Working for the Y

Are you looking to use your skills and unique gifts to make a real difference in your community? The YMCA of the National Capital Region is a great workplace committed to diversity, equity, and inclusion, where different backgrounds, experiences, and identities are appreciated and celebrated. The YMCA provides hundreds of employees with meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities. We recognize the contributions of our staff through innovative practices, great benefits, and growth opportunities. Whether you are starting out in your career or a seasoned professional, you will find many exciting opportunities to achieve your personal and career goals.

Vacancy Status

This job posting is for a new vacancy.

What do we offer?

At the Y, you will be part of a vibrant and diverse network of people whose shared vision is to change lives and make our communities home to the healthiest children, teens, adults, and families.

Our Competitive Wage And Benefit Package Include

• 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.
• Some benefits may vary based on employment terms

What do you offer?

At the YMCA of the National Capital Region, we ignite the potential in people. We're a charity — a people-powered movement — where every role, every shift, and every interaction support someone's journey from first connection to lasting belonging. Our mission is to provide equitable access to services, supports, and opportunities people need to thrive. Our vision is to dismantle barriers, empower individuals, and transform communities.

Reporting to the General Manager, the Member Experience Lead is responsible for leading membership operations, member experience, retention, and growth at Health, Fitness and Aquatics locations. The Member Experience Lead provides direct leadership to the Member Experience Team and is accountable for achieving membership targets, delivering exceptional customer service, improving member retention, and ensuring consistent operational excellence across all member‑facing services.

This role combines frontline leadership, customer service excellence, operational oversight, and performance management. The Member Experience Lead uses data, key performance indicators, and member feedback to identify opportunities, improve processes, support decision‑making, and drive continuous improvement. Working in a fast‑paced environment, the Member Experience Lead coaches and develops staff, monitors operational performance, oversees membership administration processes, and ensures every member receives a welcoming, professional, and high‑quality YMCA experience.

Some Of The Tasks Of This Position Include

• 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.

What qualifications and abilities are we looking for?

At the YMCA of the National Capital Region, we strive to ensure our employees are a fit based on their strengths, interests, and future goals.

Education

• Post‑secondary diploma in Business Administration, Recreation, Sport Management, Hospitality, Marketing, or a related field. Equivalent combinations of education and experience may be considered.

Language

• Fluent in English, oral and written
• French is an asset

Experience, Skills And Abilities

• 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.
• Previous Xplor system experience an asset

Additional Requirements

• Applicants must have a current Standard First Aid and CPR "C" certification.
• Applicants must already have a valid permit to work in Canada.
• A Police Record check, not more than 6 months old is required. Police Records checks are reviewed on an individual basis and the offense(s) - if any - is considered in the decision‑making process in relation to the requirement of working with children, therefore not eliminating all candidates with a record from being offered a position.
• Semi‑annually, staff must complete the mandatory training for the protection of Children & Youth and submit the certificate of completion.

Core Competencies

Excellence: Identifies and implements improvements that enhance work quality.

Compassion: Involves warmth and supportive communication. Fosters understanding and collaboration, leading to a positive work environment.

Dignity: Involves respecting every individual’s worth, promoting fairness and valuing perspectives. It encourages a culture of integrity, mutual respect, and empowerment.

Accountability: Manages tasks, projects, and processes effectively.

Inclusion: Demonstrates self‑awareness and commitment to IDEA, ethics, and well‑being.

About Diversity And Inclusiveness At The Y

Inclusiveness is a part of our core values and we are committed to ensuring the diversity of the people and communities we serve and as well as our staff. We welcome candidates from racialized groups, invisible minorities, Indigenous People, women, persons with disabilities, persons who identify as 2SLGBTQ+.

YMCA of the National Capital Region is committed to accessibility in employment and to ensuring equal access to employment opportunities for candidates, including persons with disabilities. In compliance with AODA, the YMCA will endeavour to provide accommodation to people with disabilities in the recruitment process upon request. If you are selected for an interview and require accommodation due to a disability during the recruitment process, please email [e-mail] upon scheduling your interview.

Statement On Use Of Artificial Intelligence In Employment Decisions

At the YMCA, we are committed to maintaining a fair and equitable hiring process. We do not use artificial intelligence (AI) to screen, assess, or select applicants for any positions of employment. All employment decisions are made by our dedicated People and Culture team, ensuring that each candidate is evaluated on an individual basis with the utmost consideration for their unique qualifications and experiences.