Associate Director, Membership & Community Experience

Principal Responsibilities :

Job title : Associate Director, Membership & Community Experience

Reports to : Chief Experience Officer Department : Membership / Fitness About the MNjccThe Miles Nadal JCC (MNjcc) is a vibrant and welcoming hub that celebrates diversity, promotes wellness, and fosters a strong sense of community. Located in the heart of downtown Toronto, we offer inclusive programs in fitness, arts and culture, education, and Jewish life, serving people of all backgrounds and abilities. By joining this dynamic Centre of wellness, culture, community and belonging, you will contribute to the well-being of the community and the fiber of a strong and vibrant downtown core.Position Summary : The Associate Director of Membership & Community Experience will play a pivotal role in customer service at the MNjcc, support the J's vision and strategic direction for optimal membership and operational success and will be responsible for overseeing both the Membership and Community Experience teams. This individual will play a strategic role in optimizing member participant experiences, improving internal workflows, and strengthening cross-team collaboration. We're seeking a candidate with strong business and sales acumen, a deep understanding of team dynamics, and a passion for service excellence and community engagement. This leader plays a vital role in supporting the financial health of the MNjcc fitness Centre by achieving all membership revenue goals and outcomes. Schedule Information  Full-time, 37.5 hours per week / regular schedule.  Some evening and weekend work is required  This position is an in-person role and requires working on-site. Primary Duties and Responsibilities Management & Strategy Provide visionary and hands-on leadership, guidance and support to the Membership and Community Experience teams. Develop, implement and evaluate strategies to drive member acquisition, engagement, and retention. Build a culture of accountability, collaboration, and best practices within Membership and Community Experience.  Identify and implement service standards and performance metrics aligned with organizational goals.Team Development & Cohesion Coach, support, and empower staff to work cohesively across departments. Facilitate regular cross-team meetings, communication, and shared training opportunities. Work with HR department regarding hiring & onboarding, Support scheduling and performance management for team members.Customer Experience Management Oversee the development and execution of a consistent, high-quality front-desk and customer service experience. Implement systems and training that ensure responsive and personalized support to members and visitors. Handle escalated issues or concerns with empathy, professionalism, and resolution-oriented thinking.Business Operations & Team Management  Ability to synthesize data and metrics to guide strategic decisions. Collaborate with marketing to support membership campaigns and promotional efforts. Oversee and enhance the full member journey, from onboarding new members with consistent, welcoming processes to implementing staff training protocols that support a cohesive and informed customer experience Coordinate with Information Systems and IT Departments to ensure all sales tools, systems and resources are available, up to date and being properly used by all staff  Drive membership growth and retention by developing and managing budgets, setting and achieving sales goals, and analyzing performance metrics to inform strategy. Lead and develop high-performing teams through effective people management, including hiring, scheduling, coaching, and delivering ongoing staff training to ensure exceptional service standards.Expectations  Team Collaboration & Initiative - Applicants should thrive in a collaborative environment and should be eager to support the broader team's success. We value individuals who are proactive, take ownership, and are willing to roll up their sleeves to help where and as needed.  Adaptability, initiative, and a solutions-oriented approach are key. Strong interpersonal skills - both written and oral  Establish and maintain professional working relationships with all levels of the organization  Ability to understand and embrace MNjcc culture  Abide by the MNjcc Code of Conduct  Attend staff training functions, meetings, and, on occasion, social events  Some duties and responsibilities may change or be added from time to time.Qualifications  7+ years of experience in customer service, membership management, or community engagement roles.  Proven business acumen with an ability to manage budgets, KPIs, and team performance. Strong interpersonal and communication skills with a talent for motivating diverse teams. Exceptional problem-solving abilities and a commitment to service excellence. Experience with CRM systems and customer service platforms.  A commitment to inclusive community-building; knowledge of Jewish culture is an asset, not a requirement.Salary and Benefits Annual salary range : $70,000 - $75,000 commensurate with experience. A range of supplemental insurance plans, including medical (including vision care), dental, life, critical illness, and LTD. An employee assistance program. Membership for yourself, spouse, and children at the MNjcc Fitness Centre, as well as discounts on most programs. RRSP matchingHow to apply :  Email resume and cover letter to with the subject "Application : Associate Director, Membership & Community Experience". Please let us know how you heard about the position. Applications will be accepted until May 30, 2025, at midnight. Please note, while we appreciate everyone who applies, we are only able to respond to applicants moving to the next stage of the recruitment process.Alternate Formats and Accommodation : Miles Nadal JCC values inclusivity, collaboration, physical and mental wellness, and fosters the growth and development of staff. We encourage applications from individuals who demonstrate a commitment to upholding the values of equity, diversity, accessibility and inclusion and will contribute to our inclusive environment. You can learn more about our commitments here : learn-about-the-j.The MNjcc welcomes and encourages applications from racialized persons / persons of colour, women, Indigenous peoples, persons with disabilities, LGBTQ2S+ persons, people of any and no faith, and others who reflect the diversity of our community, our city, and our country.Alternate Formats and Accommodation for Individuals with Disabilities : The MNjcc is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA) and aims to ensure that dignity, integration, and equality of opportunity are embedded in all aspects of our organization's culture.In accordance with the AODA, accommodation will be provided throughout the recruitment process for applicants with disabilities. Our human resources department will work with you to arrange reasonable and appropriate accommodation. Please contact David Fielder at : (416) 924-6211 x6404; ; or in person by appointment.

Minimum Qualifications :

7+ years of experience in customer service, membership management, or community engagement roles.  Proven business acumen with an ability to manage budgets, KPIs, and team performance. Strong interpersonal and communication skills with a talent for motivating diverse teams. Exceptional problem-solving abilities and a commitment to service excellence. Experience with CRM systems and customer service platforms.  A commitment to inclusive community-building; knowledge of Jewish culture is an asset, not a requirement.