Member Experiences Coordinator

at  City of Edmonton

SKILLS REQUIRED FOR SUCCESS:

• Ability to supervise a large number of staff, many of whom may work at different locations/times
• Knowledge and understanding of the recreation and physical activity industry, customer retention principles, and customer service standards and methods
• Highly developed and demonstrated facilitation, written and verbal communication skills
• Ability to prioritize, multi task and work independently and as part of a team
• Must be flexible and adaptable as required to respond to challenges related to daily programs and services
• Computer proficiency in Google apps and MS Word and Excel
• Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
• Embracing a culture of equity, diversity, reconciliation and inclusion (https://bit.ly/3hd2d95)

Qualifications:

• Degree or Diploma in Recreation/Leisure/Physical Education or other related discipline
• A minimum of two years experience in program development and delivery, including special event planning, customer service experience plans
• A minimum of two years experience hiring, mentoring, supervising and evaluating staff
• A minimum of two years experience in customer service or sales including an ability to recognize and tailor each client interaction to the needs of the individua

• Develop, deliver, monitor, and evaluate programs and services that focus on member onboarding and member retention within established registration, revenue, and expenditure guidelines
• Recruit, hire, train, mentor, supervise and evaluate staff and volunteers
• Monitor customer usage patterns, trends and feedback of service users. Follow up on customer concerns and comments on Recreation and Physical Activity programs and forward to supervisor when appropriate
• Prepare and distribute program publicity/promotional material according to facility/unit promotions plan
• Coordinate facilities and supplies required for the program. Liaise with organizations, agencies and individuals for specific programs and events
• Develop program within established registration, revenue and expenditure guidelines
• Actively contribute to and support section, branch and department initiatives

Qualifications:

• Degree or Diploma in Recreation/Leisure/Physical Education or other related discipline
• A minimum of two years experience in program development and delivery, including special event planning, customer service experience plans
• A minimum of two years experience hiring, mentoring, supervising and evaluating staff
• A minimum of two years experience in customer service or sales including an ability to recognize and tailor each client interaction to the needs of the individual