Membership Supervisor - Full Time

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

Membership Experience Supervisor - Kitchener YMCA

Salary Range

$50,000.00 To $55,000.00 Annually

Work Hours

37.5 hours per week. Evenings and weekends required.

Employment Type

Full Time, Permanent

Number of Vacancies

1

Anticipated Start Date

November 2026

Deadline to Apply

October 23rd, 2026

Starting Rate or Range

$50,000 – $55,000

Total Rewards Package

We believe that everyone has the potential to shine! Our culture is built around connection, celebration, appreciation, and recognition, and it starts with a total rewards package focused on Well-Being.

Time Away from Work

At the YMCA of Three Rivers, we value work-life harmony. Full-time team members start with:

• 3 weeks of vacation, with the opportunity to earn more as their length of service increases
• 12 well-being days for sick time or proactive self-care, which can be used as they are earned. Bereavement days are also available.

Pension Plan

Full-time employees can join our group pension plan after two consecutive years of employment. Employees contribute 5% of their gross earnings per pay, which is matched by the Y. After three consecutive years of full-time service, participation in the YMCA pension plan becomes mandatory .

Health, Dental and Well Being Benefits

The YMCA of Three Rivers offers a comprehensive group benefits package to full-time employees (starting 3 months after the start date), including:

• Access to an Employee (and Family) Assistance Program offering free and confidential counseling, resources, and services
• A free YMCA membership for you and your family, providing access to our fitness centers
• Discounts on YMCA programs and services, including childcare

Role Overview

Who we are…

The YMCA of Three Rivers is a charitable organization proudly serving the communities of Guelph-Wellington, Stratford-Perth, and Waterloo Region. We aspire to build connected and resilient communities. Our mission is to make our diverse communities healthier and more vibrant. With dignity and respect, our programs and services inspire individuals to reach their full potential. Learn more about our history, mission, vision, and values here .

We strive to be a great place to work for all employees to live in purpose, passion and potential Shine!

This is where you come in.

What will you do…

A s the Membership Supervisor, you will help create an environment where people feel connected, supported, and inspired to thrive. By leading a service-focused team, building strong relationships, and championing excellent member experiences, you will contribute to a YMCA community where everyone feels they belong and can achieve their goals.

The Membership Supervisor is responsible for:

• Lead, coach, and develop the Membership Experience Team, building a culture of trust, accountability, teamwork, and continuous improvement.
• Oversee recruitment, onboarding, training, scheduling, and performance support to ensure staff/volunteers deliver high-quality service and member experiences.
• Foster member engagement and retention by building strong relationships, understanding individual needs, and connecting members to programs and services that support their goals and choice.
• Support daily operations and front-line service delivery, strong in-person presence to support team, and regular presence working at the membership desk to ensure a seamless and welcoming member experience.
• Resolve concerns and challenges with empathy, professionalism, and sound judgment, focusing on positive outcomes for members and staff/volunteers.
• Maintain accurate records and support operational excellence by ensuring administrative processes, facility standards, and service expectations are consistently met.
• Collaborate closely with other department and operational leaders to ensure a consistent, high-quality member experience, recognizing that creating exceptional experiences is a shared responsibility across all departments.
• Lead by example in creating a clean and welcoming environment, fostering a culture where every team member understands their role in maintaining quality facility standards.

What you will bring…

As a strong communicator, you are willing to engage in challenging conversations with confidence, professionalism, and respect. You embody what it means to be a people leader at the YMCA, leading by example and demonstrating our values through your actions every day. You are a relationship builder who fosters trust, supports collaboration, and inspires others to achieve shared goals. Confident and approachable, you have strong leadership skills and a passion for creating positive experiences for both staff and members.

You have a high school diploma and ideally bring a minimum of three years of customer service experience, along with demonstrated success leading and developing teams. You hold current Standard First Aid, CPR-C, and AED certification and are comfortable using technology, including Microsoft Office applications.

This role may require regular travel acro ss the region, which may not always be easily accessible through public transit. The employee must be able to arrange their own transportation to these sites. A valid G driver’s license and full time vehicle access are strongly recommended.

Additional Information

Our Commitment to Safeguarding Child and Youth

In keeping with our commitment to child and youth safeguarding, job offers are contingent on completing a current Vulnerable Sector Check and employment reference checks. Vulnerable Sector Checks are reviewed individually, 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. Vulnerable Sector Checks must be renewed every three years.

Our Commitment to JAIDE (Justice, Access, Inclusion, Diversity and Equity)

We embrace the values of Justice, Access, Inclusion Diversity and Equity and are committed to creating an inclusive workplace, welcoming applications from all qualified persons. We encourage Black, Indigenous, People of Colour, 2SLGBTQIA+ individuals, gender-diverse people, people with diverse abilities, members of ethnic minorities and faith groups, foreign-born residents, and veterans to apply. Applicants will not be discriminated against based on race, colour, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, ability, ancestry, marital status, veteran status, medical condition, or any protected group. We are committed to creating an environment where we eliminate barriers and promote the inclusion of equity groups.

Studies have shown that women and people of equity deserving backgrounds are less likely to apply to jobs unless they meet every qualification in the posting. We understand the knowledge and experience can be gained in many ways, so we strongly encourage applications even if you don’t believe you meet all the requirements outlined.

Per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided at any point throughout the hiring process, provided the candidate makes their accommodation need known to the YMCA of Three Rivers.

Our Commitment to Privacy

The YMCA of Three Rivers complies with the Employment Standards Act, Pay Equity Legislation, and privacy laws. We are committed to protecting personal information by following responsible information-handling practices that are in keeping with privacy laws. Please visit our website for more information on the YMCA of Three Rivers’ commitment to privacy.

Please note that due to the large volume of applications received, only candidates being considered for the position will be contacted.

Career Opportunities

To explore additional career opportunities with the YMCA of Three Rivers, please visit our Career Page.