Date Posted: July 11, 2025
Position Title: Member Experience Team Lead
Location: Vanderhoof Aquatic Centre (390 Columbia St E, Vanderhoof, BC V0J 2N6, Canada)
Term: Full-Time Permanent
Hours: 35 hours per week
Shift: Shifts vary but will include weekdays, evenings and weekends.
Start Date: ASAP
Salary: $19.76 per hour
Reports To: Supervisor, Member Experience

NATURE & SCOPE

The Member Experience Team Lead acts as support to the membership service team through knowledge and experience in ActiveNet, customer service support and sales experience. The Member Experience Team Lead also supports the membership service desk through direct delivery on the floor, and is responsible for a variety of administrative duties related to ActiveNet and facility activities.

Major Responsibilities- in this position, you will:

• Communicate and concerns to Centre Manager and Facilities Manager. Contribute to building a respectful and congenial workplace for all groups.
• Responsible for duty manager shifts overseeing the facility and staff to ensure effective service is provided, conflicts resolved and safety of staff and members
• Assist with training new staff in procedures and practices
• Help with finding shift coverage and staff scheduling when asked.
• Remain flexible – willing to learn new skills, alter shifts
• Attend staff meetings, planning sessions and training events as required
• Implement strategies that achieve and sustain customer service excellence – comment cards, emails, phone calls, surveys, customer service, as directed by the Centre Manager.
• Help the implementation of relevant YMCA Canada Standards and programs (7 steps/SAM 2.0/Service that Shines).
• Be proficient in operation of the ActiveNet, YMCA Business and Cash Practices, Microsoft Office/Teams and support problem solving related to ActiveNet and member related concerns, including NSFs, Financial Assistance, Bad Debt Write offs, staff memberships etc.

Qualifications-you bring:

• 1-2 years previous experience in sales and customer service, or administration
• Demonstrated achievement of administrative tasks, such as checklists, schedules, invoicing, summary reports, maintaining calendars
• Experience using Microsoft programs such as Word, Teams, Excel and Outlook; and CRM software such ActiveNet or Avocado
• Ability to take initiative and self-directed problem solver
• Satisfactory criminal record check and clear vulnerable sector search
• Current First Aid and CPR certification or willingness to complete.
• Successful candidates will be required to provide a current and satisfactory Criminal Record 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 bc.ymca.ca.
Application Process-ready to make a difference?
We invite you to apply today and find your WHY!
Internal Applicants: Please apply online to this position through the ADP Workforce Now Career Centre. (Myself > Talent > Career Centre)

Application Deadline: Until Filled

• Please include any and all relevant certifications in your online application.

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.

• Communicate and concerns to Centre Manager and Facilities Manager. Contribute to building a respectful and congenial workplace for all groups.
• Responsible for duty manager shifts overseeing the facility and staff to ensure effective service is provided, conflicts resolved and safety of staff and members
• Assist with training new staff in procedures and practices
• Help with finding shift coverage and staff scheduling when asked.
• Remain flexible – willing to learn new skills, alter shifts
• Attend staff meetings, planning sessions and training events as required
• Implement strategies that achieve and sustain customer service excellence – comment cards, emails, phone calls, surveys, customer service, as directed by the Centre Manager.
• Help the implementation of relevant YMCA Canada Standards and programs (7 steps/SAM 2.0/Service that Shines).
• Be proficient in operation of the ActiveNet, YMCA Business and Cash Practices, Microsoft Office/Teams and support problem solving related to ActiveNet and member related concerns, including NSFs, Financial Assistance, Bad Debt Write offs, staff memberships etc