Membership Experience Lead

YMCA Of Three Rivers - Waterloo Region; Kitchener; On-site; CAD 50,000 - 55,000; Full time

Benefits offered by this job

3 weeks vacation

12 well-being days

YMCA membership for you and family

Group benefits package

Pension plan after two years

Job summary

YMCA of Three Rivers seeks a dedicated Membership Experience Supervisor in Kitchener to lead a service-focused team and ensure outstanding member experiences. You will coach staff, manage scheduling, and drive engagement at the membership desk, creating a welcoming environment where members feel valued and supported.

With a strong emphasis on leadership and customer service, you will build relationships, ensure program connections, and contribute to a culture of excellence and well-being across

Qualifications

• High school diploma required; minimum three years of customer service experience.
• Experience leading and developing teams.
• Current Standard First Aid, CPR-C, and AED certification preferred.

Responsibilities

• Lead the Membership Experience Team with a focus on trust, accountability, and continuous improvement.
• Oversee recruitment, onboarding, training, scheduling and performance support for staff/volunteers.
• Foster member engagement and retention by building relationships and connecting members to programs.
• Maintain daily operations and frontline service, with a strong presence at the membership desk.
• Resolve concerns with empathy and professional judgment to achieve positive outcomes.
• Maintain accurate records and ensure facility standards and service expectations are met.
• Collaborate with other departments to ensure a consistent high-quality member experience.

Skills

Strong communication

Relationship building

People leadership

Customer service

Staff development

Technology proficiency

Education

High school diploma

Tools

Microsoft Office

Job description

YMCA of Three Rivers seeks a dedicated Membership Experience Supervisor in Kitchener to lead a service-focused team and ensure outstanding member experiences. You will coach staff, manage scheduling, and drive engagement at the membership desk, creating a welcoming environment where members feel valued and supported.

With a strong emphasis on leadership and customer service, you will build relationships, ensure program connections, and contribute to a culture of excellence and well-being across