Member Experience Representative

YMCA of Greater Vancouver; Electoral Area A; On-site; CAD 10,000 - 26,000; Part time

Benefits offered by this job

Free YMCA Gym Membership and/or Y@Home

Training and Professional Development

Reduced childcare rates

Be part of a charitable organization

Job summary

YMCA BC in BC, Canada, is seeking a Part-Time Permanent Member Experience Representative. This role involves promoting membership and program sales, delivering excellent customer service, and guiding new and existing members through programs and facilities.

Shifts include weekdays, evenings, and weekends with a start date as soon as possible. Hours range from 4 to 24 per week with pay scales by hours: 18.85–20.60 CAD per hour.

Qualifications

• Current Standard First Aid and CPR-C & AED certificate.
• Experience with CRM systems and Microsoft Office.
• Experience with ActiveNet is an asset.
• Excellent communication and interpersonal skills with customer service orientation.
• Experience in a fitness facility or recreation centre is an asset.
• Access to reliable transit or a vehicle.
• Conflict resolution training is an asset.
• Criminal reference check/vulnerable sector search requested within 6 months.
• Three satisfactory references required.

Responsibilities

• Promote membership and program sales and services in a positive and professional manner.
• Provide facility tours through YMCA standards.
• Meet and exceed projected sales targets.
• Assist members with fitness floor questions and equipment use.
• Conduct member orientation for the fitness floor.
• Oversee fitness floor, programming, and member behavior.
• Record and report on member satisfaction and activity trends.
• Promote and educate on all program offerings relevant to member/family.
• Provide exemplary customer service to all members and guests.
• Engage in member retention calls and learn member names.
• Support check-in processes and program setup.
• Assist with training new staff/volunteers.
• Adapt quickly to schedule or program changes; diffuse conflicts non-violently.
• Ensure safety by YMCA standards and maintain clean facilities.

Skills

Customer service orientation

Communication skills

Sales skills

CRM systems experience

Education

First Aid & CPR-C AED certificate

Criminal background check

References (3)

Tools

ActiveNet

Microsoft Office

Job description

Position Title: Member Experience Representative

Term: Part -Time Permanent

Hours: 4-24 hours per week

Shifts: Shifts vary but will include weekdays, evenings and weekends. Shift coverage needed for Saturdays & Sundays.

Start Date: As soon as possible

Salary: 0-500 hours $18.85 per hour
501-1000 hours $19.41 per hour
1001 – 1500 hours $20.00 per hour
1500 + hours $20.60 per hour

• Free YMCA Gym Membership and/or Y@Home
• Training and Professional Development Opportunities
• Reduced childcare rates and priority placement for YMCA Staff
• Be part of a charitable organization that positively impacts the community

*Some benefits may vary based on region and employment terms

Nature & Scope

The Member Experience Representative works collaboratively with YMCA staff and volunteers to provide a safe and welcoming experience in branch. The primary focus on membership sales, engagement and retention while supporting delivery of YMCA SAM Standards and member programs and services within the branch. The Member Experience Staff will work fluidly in the facility between the membership desk, fitness floor and child, family youth programming.

Major Responsibilities

in this position, you will :

• Promote membership and program sales and services in a positive and professional manner
• Provide facility tours through YMCA standards
• Meet and exceed projected sales targets
• Assist members and guests with fitness floor related questions including machine use, equipment locations and basic movement and exercise inquiries
• Perform member orientation for the fitness floor and use of equipment
• Oversee fitness floor, programming, and member behavior
• Use established systems and structures to record and report on member satisfaction, interest trends and activities
• Promote and educate on all program offerings relevant to member/family
• Provide exemplary customer service to all members, guests, and participants in all program areas
• Learn member names and use them during interactions
• Engage in phone calls and engage in member retention calls
• Provide The Y Way for service excellence
• Provide assistance and support in program areas including fitness and child, family, youth programming
• Support member and participant program check-in process
• Assist with set up programming areas including group fitness and child, family and youth
• Assist with training new staff/volunteers in procedures and practices
• Be prepared to change course quickly based on situational changes to the schedule or program delivery
• Diffuse conflict and stressful situations through a Non-violent Crisis Intervention methodology
• 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
• Remain calm and use supportive language when dealing with upset members and stressful situations
• Maintains a neat, orderly, and clean environment, including all facility program areas, common spaces, and change rooms
• Regular walk-throughs of program areas to ensure member compliance, safety and cleanliness

Qualifications

you bring :

• Current Standard First Aid and CPR-C & AED certificate
• Computer proficiency, including Microsoft Office and CRM systems experience
• Experience with ActiveNet an asset
• Excellent communication and interpersonal skills with customer service orientation
• Experience in a fitness facility or recreation centre an asset
• Access to reliable transit or a vehicle
• Conflict resolution training an asset
• 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
• Successful candidates will be required to provide 3 satisfactory references

About YMCA BC:

By igniting belonging and championing health equity, YMCA BC strengthens the foundations of community. With over 3,000 employees and volunteers, YMCA BC serves 150,000 individuals of all ages, backgrounds and abilities across hundreds of service locations, from the Sunshine Coast to Fort St. John.

As a charity, YMCA BC promotes equitable access to healthier outcomes by providing vital programs and services to help address many of our communities' most pressing social issues, including health and wellness, affordable child care and camps, mental health, employment services and community health.

We believe there is potential inside all of us and envision vibrant, healthy and inclusive communities for all.

YMCA BC is firmly committed to equity, diversity, inclusion, and belonging (EDIB). By taking an intersectional approach to our programs and services, the YMCA is committed to creating spaces and experiences where everyone feels safe, welcome, and like they belong. Learn more at bc.ymca.ca.

Application Process
ready to make a difference?

Application Deadline: September 14 , 2026

You will receive an automated notification to confirm receipt of your application.

• If short-listed for a position: We will contact, you to move forward to the next step.
• If not selected for a specific posting: Continue applying for future positions matching your qualifications and interests.

Note : Depending on the role, we may be required to prioritize internal applicants. At YMCA BC, we approach each hiring process individually, recognizing that people bring diverse experiences and strengths. If this opportunity speaks to you, we encourage you to apply—even if you don’t meet every listed qualification. Your unique background might be just what we’re looking for. And if this role isn’t the right fit, we hope you’ll continue exploring future opportunities with us that align with your skills and aspirations.

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 People Services department.

Thank you for your interest and application.