Member Experience Supervisor

YMCA of Greater Vancouver; Prince George; On-site; CAD 60,000 - 63,000; Full time

Benefits offered by this job

Free YMCA Gym Membership

Y@Home access

Training and Professional Development

Extended Health and Dental Benefits

Employee assistance program

Reduced childcare rates

Be part of a charitable organization

Job summary

The Prince George Family YMCA is seeking a dedicated Member Experience Supervisor to lead daily membership operations, drive growth, and ensure top-notch service standards at our Prince George YMCA location.

You will coach staff and volunteers, manage staffing and payroll, and collaborate with program areas to deliver YMCA values and safe, welcoming experiences for members and guests.

Qualifications

• Minimum two to three years related experience in sales and customer service leadership.
• Postsecondary education in a related field is an asset or equivalent experience.
• Experience in coaching, onboarding, or training staff and supporting performance related to service or sales outcomes.
• Current Standard First Aid and CPR‑C & AED certificate.
• Access to vehicle for regular travel within the Lower Mainland and Fraser Valley.

Responsibilities

• Lead, coach, and develop Member Experience staff and volunteers through ongoing training, feedback, and performance management.
• Support membership growth and retention by implementing approved sales and retention strategies.
• Guide staff in effective member conversations that build relationships and promote programs.
• Oversee daily front-line membership and service operations to ensure consistent service delivery.
• Respond to and resolve member inquiries, concerns, and escalations in a timely manner.
• Monitor membership performance metrics and share insights with leadership.
• Collaborate with management to identify opportunities for continuous improvement.
• Develop and maintain staffing plans and schedules for coverage.
• Oversee payroll, reporting, and records in line with budget.
• Partner with other program areas to enhance service quality and growth.
• Act as Duty Manager to ensure safe operations.

Skills

Sales leadership

Customer service

Communication

Education

Postsecondary education (asset)

Job description

Northern BC Y Member Serv & Sales Full-Time Permanent Management Prince George, BC, CA

Date Posted: November 2, 2026

Position Title: Member Experience Supervisor

Location: Prince George Family YMCA (2020 Massey Dr, Prince George)

Term: Full-Time Permanent

Hours: 35 hours per week

Shift: Shift times will vary; schedule will be either Tuesday to Saturday or Sunday to Thursday

Start Date: ASAP

Salary: $60,000 - $63,000 annually

Reports To: Center Manager

• Free YMCA Gym Membership and/or Y@Home
• Training and Professional Development Opportunities
• Extended Health and Dental Benefits
• Extensive Employee assistance program
• 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

YMCA BC cares about raising healthy and resilient children, ensuring youth feel confident and supported and helping people feel healthy and connected to others in the community. We believe that everyone deserves to be healthy in spirit, mind and body. Our state-of-the-art centres of community offer a range of health, fitness, and aquatics programs for individuals and families.

The Member Experience Supervisor supports membership growth, retention, and satisfaction by leading daily membership operations and applying approved sales and service strategies. This role oversees the Member Experience function to ensure excellent YMCA service standards, smooth member and guest access, and consistent delivery of YMCA values across the facility. The Supervisor leads and develops Member Experience staff and volunteers and acts as Leadership on Duty to support safe operations and positive member experiences.

Major Responsibilities - in this position, you will :

• Lead, coach, and develop Member Experience staff and volunteers through ongoing training, feedback, and performance management to ensure confidence, consistency, and high-quality service delivery.
• Support membership growth and retention by implementing approved sales and retention strategies and reinforcing “Inviting New Members to Join” standards.
• Guide staff in effective member conversations that build relationships, promote programs, and encourage long-term engagement.
• Oversee daily front-line membership and service operations to ensure consistent delivery of the YMCA Experience and service standards.
• Respond to and resolve member, patron, and guest inquiries, concerns, and escalations in a timely and professional manner.
• Monitor membership performance metrics including service quality, sales activity, and retention trends, and share insights with leadership.
• Collaborate with management to identify opportunities for continuous improvement in service delivery and operational effectiveness.
• Develop and maintain effective staffing plans and schedules to ensure appropriate coverage, staff readiness, and service consistency.
• Oversee administrative functions such as payroll, reporting, documentation, reservation bookings, and operational records in alignment with budget and service guidelines.
• Partner with other program areas and participate in centre or association initiatives to enhance service quality, member satisfaction, and overall growth.
• Act as Duty Manager as required, providing facility-wide leadership to manage incidents, resolve conflicts, and ensure safe and consistent operations in accordance with YMCA policies.

Qualifications - you bring :

• Minimum two to three years related experience in sales and customer service leadership
• Postsecondary education in a related field is an asset (e.g., business, recreation, hospitality, or leadership) or an equivalent combination of education, training, and relevant work experience.
• Experience in coaching, onboarding, or training staff, and supporting performance expectations related to service quality, member engagement, or sales outcomes
• Strong communication skills with an emphasis on persuasive marketing
• Current Standard First Aid and CPR‑C & AED certificate
• Access to vehicle for regular travel within the Lower Mainland and Fraser Valley
• 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

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 ymcabc.ca.

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.