Reporting to the President, the Member Experience Director leads a customer-focused team dedicated to delivering exceptional service and creating a seamless experience for members and visitors to the Soloway JCC. As the first line of contact with members and guests, the Member Experience Director is a brilliant ambassador for the organization’s brand, fostering a warm, welcoming and professional environment while setting the standard for outstanding customer care.

A collaborative and people-oriented leader, the Member Experience Director is experienced in sales, relationship building, and member engagement. The Director is responsible for membership recruitment and retention, working collaboratively with our team across departments to promote membership and program opportunities to the community. This position requires flexibility to work some evening hours and weekends during SJCC hours of operation.

What you'll bring to the role:
 Outstanding communications and inter-personal skills
 Strong track record of developing and maintaining relationships
 Good listening skills; ability to work with members to help them achieve their goals
 Excellent problem-solving skills to resolve member feedback
 Highly organized with attention to detail
 Proven sales and management experience necessary
 Proficiency with data management systems to track membership, usage and follow-up

What we offer:
 The chance to lead and shape the membership experience at one of Ottawa's most vibrant community organizations that serves thousands
 The opportunity to build meaningful relationships and make a lasting impact on our members and the community
 A collaborative, supportive, and mission-driven work environment
 Opportunities for professional growth and development
 Competitive compensation and benefits package

Key Areas of Responsibility:
Membership Services
• Responsible for the overall operations of the membership department including hiring, training and supervising Front Desk staff and overseeing daily Front Desk operations.
• Communicates with current, new and prospective members to actively engage membership, implementing creative membership retention and acquisition strategies.
• Ensures that customer service issues and concerns are dealt with, often collaborating across departments to address needs and concerns.

Sales & Customer Service
• Membership sales, renewals and prospect follow-up, including providing tours of the facility.
• Collaborates across departments including Fitness, Athletics and Aquatics, Cultural and Recreational Programming, Marketing and Communications and other appropriate management staff to promote and sell programs to members and prospective members.
• Implements onboarding tactics for new/returning members to build connection and retention.
• Reviews and updates procedures to ensure a welcoming, responsive, and engaging experience for current and prospective members.
• Ensures staff are appropriately trained on member experience standards, communicates procedural updates, and monitors implementation to maintain service excellence.

Administration
• Develops and implementation of the department’s budget.
• Oversees the effective use of the membership and program management system, ensuring accurate data management, smooth operation, and the full utilization of available features to support organizational goals.
• Tracks and monitors membership data and assists with other appropriate statistical and financial tracking and reporting.
• Other related tasks as required.

Qualifications
• 3-5 years of management/supervisory experience.
• Proven sales background.
• Undergraduate degree or equivalent experience.
• Must be self-directed, motivated, and creative.
• Ability to work with diverse populations.
• Ability to work a flexible work schedule, including evenings and weekends, as required. Ideally the regular workweek includes one evening per week.
• Physical Demands: Must be able to work on your feet for hours at a time, and provide walking facility tours.
• Proficiency with Microsoft Office and ability to learn new software.

Compensation: The salary range is $66,000–$75,000, commensurate with experience, qualifications and proven successes. The SJCC offers a comprehensive benefits package, a complimentary JCC membership, paid vacation, and opportunities for professional growth and development.

To Apply: Please send your Cover Letter and Resume to Sarah Beutel, President of the SJCC, via email: [email protected].
Deadline to apply: August 12, 2026