Associate Director, Membership & Community ExperienceMiles Nadal JCC750 Spadina AveToronto, ON M5S 2J2Job title: Associate Director, Membership & Community ExperienceReports to: Chief Experience OfficerDepartment: Membership/FitnessPosition SummaryThe 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 InformationFull-time, 37.5 hours per week/regular schedule.Some evening and weekend work is required.Primary Duties and ResponsibilitiesProvide 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.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.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.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.Collaborate across the broader team and support the broader team’s success; thrive in a collaborative environment.Be proactive, take ownership, and be willing to roll up sleeves to help where 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.Understand and embrace MNjcc culture.Abide by the MNjcc Code of Conduct.Attend staff training functions, meetings, and, on occasion, social events.Qualifications7+ 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 engaging 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 BenefitsAnnual 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 matching.EEO & Inclusion StatementThe 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.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.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. 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. Contact David Fielder at 416‑924‑6211 ext. 6404 or [email protected].#J-18808-Ljbffr

📌 Associate Director, Membership & Community Experience - C$70,000 - C$75,000 A Year (Winnipeg)
🏢 Miles Nadal JCC
📍 Winnipeg