Supervisor of Membership Sales and Service
Full Time - New North London YMCA
Established in 1856 as the seventh YMCA in Canada, our YMCA has a history of service and deep roots in London and surrounding communities. We started providing physical fitness services in 1890, later opened the Queen's and Wellington branch in 1896, purchased Camp Queen Elizabeth for a "buck and a bible" in 1954, expanded service with the Bob Hayward Branch in 1963, and moved, in 1983, to a new downtown Centre Branch on Waterloo Street after fire destroyed the old facility. In 1994 the Woodstock Y became part of our Association and in late 2007 we changed our name to the YMCA of Western Ontario when we became one with the St. Thomas-Elgin Family YMCA. Our YMCA has continued to keep pace with a growing and dynamic community.
In 2008, 69,767 people, infants to seniors, participated in our programs. Our members come from all social, economic and racial backgrounds as well as from all areas of the city.
We are a full-service YMCA with an annual operating budget of $25 million.
Our success can be credited to the work of the more than 600 staff and 200 volunteers in the Association.
The London North Branch is the most ambitious expansion our Y has undertaken in decades and is scheduled to open in the fall of 2010. This exciting new location, in a growing part of London, will be dedicated to meeting the needs of community residents through provision of memberships, aquatic programs, youth and adult recreational and fitness programs.
Nature and Scope:
The Supervisor of Membership Sales and Service will be an integral part of the New North London Y team, playing a role in implementing standards of Service Excellence (EYE, SAM, Cleaning & Maintenance Audits) to ensure the delivery of high quality service to members.
This successful candidate will have reasonable knowledge and understanding of sales, marketing and promotions, and retention strategies. The incumbent will be a team leader and player who displays good communication skills and is service/quality driven.
Responsibilities:
- Maintains Y standards and is a positive role model for our Mission, Vision and Commitment to Service
- Adheres to Priority S.A.M. standards in supervising the operations of the Membership Sales and Service department
- Provides hands-on leadership to the Membership Sales and Service staff and volunteer team of the Centre Branch Y
- Coaches and leads the Membership Sales and Service staff teams to deliver friendly and efficient service to members
- Direct delivery up to 100% of total hours modeling service excellence in membership sales and service
- Maintains good relations with internal and external suppliers
- Makes decisions and solves problems regarding membership sales and service functions, membership accounts, members concerns, and members’ behaviour
- Works collaboratively with the Managers and Supervisors to improve member retention.
- Implements and carries out the SAM Action Plan
- Performs role of Duty Staff as required
- Understands and supports the Y’s philanthropic commitments
- Participates in staff meetings, professional development activities, and Association and facility functions. Self manages ongoing professional development
- Assumes related responsibilities as assigned
Qualifications:
- Two years supervisory experience
- Knowledge of Membership System and Priority S.A.M. standards an asset
- Flexible schedule; willingness to work mornings, nights and weekends
- Excellent leadership skills, results oriented, driven by initiative
- Excellent interpersonal skills & relationship building
- Good written and verbal communication skills
- Focus on quality, creativity and innovation
- Proven supervisory and administrative skills
- Certifications in Group Fitness/ Individual Conditioning an asset
- Proficient in Microsoft Word, Excel, and PowerPoint
- Current Criminal Record check including Vulnerable Position Screening
Competencies:
Service Orientation: Deliberately identifies and creates opportunities to enhance each and every person’s YMCA experience
Communication: Communicates in a thorough, clear and timely manner and supports information sharing and goal achievement across the Association.
Coaching and Development: Commits to assisting participants, volunteers, staff and staff in continuous learning and development.
Relationship Building and Collaboration: Builds positive interactions both internally and externally to achieve work related goals.
Planning & Organizing: Established a clearly defined and effective course of action for self and others to accomplish as well as short and long term work goals.
Problem Solving: Identifies an issue, gathers and processes relevant information, coming up with possible solutions, selecting appropriate responses and implementing them.
If you are interested in this position please send a letter of application and résumé by Friday September 3rd, 2010 to:
Mike Ennis
YMCA of Western Ontario
382 Waterloo Street
London, ON
N6B 2N8
Fax: (519) 433-8527
Email: mennis@ymcawo.ca