The YMCA is a charity that has been helping Canadians improve their lives since the first Y opened in 1851. Y programs are offered at more than 1,700 locations across Canada and help more than 2.25 million people annually become healthier in spirit, mind, and body. The YMCA of the National Capital Region proudly serves people of all ages, backgrounds and abilities, and works to address critical social needs in our community. We are a leader and valued partner in creating a vibrant and healthy community where everyone belongs and can reach their full potential.

This position requires a commitment to the Y mission and core values of excellence, compassion, dignity, accountability and inclusion, which form the foundation of all Y programs and services.

Working for the Y

Are you looking to use your skills and unique gifts to make a real difference in your community? The YMCA of the National Capital Region is a great workplace committed to diversity, equity, and inclusion, where different backgrounds, experiences, and identities are appreciated and celebrated. The YMCA provides hundreds of employees with meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities. We recognize the contributions of our staff through innovative practices, great benefits, and growth opportunities. Whether you are starting out in your career or a seasoned professional, you will find many exciting opportunities to achieve your personal and career goals.

Vacancy Status: This job posting is for a current vacancy. This position requires travel to both Health, Fitness and Aquatics YMCA locations: Taggart Y and Clarence Rockland Y.

What do we offer?

At the Y,



you will be part of a vibrant and diverse network of people whose shared vision is to change lives and make our communities home to the healthiest children, teens, adults, and families.

Our competitive wage and benefit package include:

- Free YMCA gym membership;
- Discounted Y program fees (including health & fitness programs, child care, and camps);
- Access to our YMCA Employee and Family Assistance Program (EFAP) including free, immediate, confidential assistance and counselling for you and your family members for mental and physical health, and financial advice, among other 12 suites of services;
- Health and Dental Insurance;
- Long-term Disability and Life Insurance;
- Access to our Canadian YMCA Retirement Fund pension plan;
- Up to 25 vacation days per year including two float days, and one birthday vacation;
- Maternity leave benefits for up to 18 months.

*Some benefits may vary based on employment terms

What do you offer?

At the YMCA of the National Capital Region, we ignite the potential in people. We're a charity — a people-powered movement — where every role, every shift, and every interaction support someone's journey from first connection to lasting belonging. Our mission is to provide equitable access to services, supports, and opportunities people need to thrive. Our vision is to dismantle barriers, empower individuals, and transform communities.





Reporting to the General Manager, the Member Experience Lead is responsible for leading membership operations, member experience, retention, and growth at Health, Fitness and Aquatics locations. The Member Experience Lead provides direct leadership to the Member Experience Team and is accountable for achieving membership targets, delivering exceptional customer service, improving member retention, and ensuring consistent operational excellence across all member-facing services.

This role combines frontline leadership, customer service excellence, operational oversight, and performance management. The Member Experience Lead uses data, key performance indicators, and member feedback to identify opportunities, improve processes, support decision-making, and drive continuous improvement. Working in a fast-paced environment, the Member Experience Lead coaches and develops staff, monitors operational performance,oversees membership administration processes, and ensures every member receives a welcoming, professional, and high-quality YMCA experience.

Some of the tasks of this position include:

- Lead the day-to-day operations of the Member Sales & Service Team, ensuring exceptional customer service and a welcoming environment.
- Supervise, coach, schedule, and support Member Sales & Service staff to achieve individual and team performance goals.
- Build and maintain positive relationships with members, addressing inquiries, concerns, and service recovery needs.
- Implement strategies to improve member engagement, retention, and overall satisfaction.
- Monitor service standards and ensure consistent delivery of member experiences across

📌 Member Experience (Ottawa)
🏢 YMCA of the National Capital Region
📍 Ottawa