Position: Manager, Member Experience and Sales

Location: 1 Jim Flaherty Street, Whitby, ON

Assignment: Full-time, Salaried

Pay Rate: $65,000 per annum. We also offer 100% employer paid benefits and CAA membership, versatile work environment, and membership to our superb sport, fitness, and recreational facilities.

Start Date: December 2026

You Belong

We exist to unlock potential through accessibility and to create a better, barrier-free life for all Canadians. We strive to achieve this by reimagining accessibility, redefining the way Canadians live, work, and play, and by co-designing innovative solutions that address the needs of our community. To be successful, our organization values being person-centred, genuine, versatile, innovative, and collaborative.

As an equal opportunity employer committed to diversity and inclusion, we welcome and encourage applications from all persons, including but not limited to persons with disabilities, racialized and Indigenous persons, persons of any gender identity and sexual orientation, and newcomers. We provide variations and accommodations at all stages of employment and are committed to improving our process to be more accessible and equitable.

We understand that no one will ever meet all the qualifications or feel completely confident in performing every duty listed, and that’s okay We are committed to the ongoing learning and development of our employees and gladly provide on-the-job training and mentorship. Unless it says required (bolded for emphasis), please do not let any other qualification or duty discourage you from applying.

If you have any issues with the online application or have any questions about the job, please email [email protected].



We look forward to learning more about you and how you may be the person we’re looking for through your application

The Position:

Reporting to the Assistant Director, Business Operations, the Manager, Member Experience and Sales will support the Revenue Development Department in achieving its financial goals for Abilities Centre to reach its potential. The primary responsibility of the Manager is to take a leadership role in the implementation of member sales and retention initiatives, primarily designed to support the Centre’s identified revenue objectives and customer service requirements.

This person will oversee the day-to-day operations of membership and the front desk staff, directing and motivating team members to provide a best-in-class customer experience that will improve the retention of current members and increase the conversion of current pass users to members.

The individual will be passionate about selling a sports and recreational experience with a truly differentiated competitive advantage, and the Centre’s mission as its guide. As a result, this role will develop and implement retention strategies for current members and conversion strategies for pass users.

What You’ll Do:

Member Sales and Retention

- You will focus on retaining Memberships (Business, Group, Personal), and converting User Passes (Daily, Recreational, Monthly) into full Memberships,



while supporting the Assistant Director in generating new sales.
- You will support the Assistant Director to develop and implement effective sales and retention strategies and campaigns that help achieve targets and objectives such as
- Developing strategic product, benefits, and pricing plans, and
- Identifying new and innovative ways to increase the value of memberships that aligns with the Centre’s mission and vision.

- You will oversee the management and monitoring of the Customer Relationship Management (C.R.M) system, ActiveNet, including membership records, account accuracy, and system processes.
- You will support data-informed decision making by implementing and tracking metrics and reporting processes in ActiveNet that create accountability to targets and benchmarks for sales representatives to succeed.
- You will use creative problem-solving skills to handle the escalation of member concerns and complaints, including member conduct and compliance.
- You will develop and implement initiatives to create community awareness and member engagement, such as Common Grounds (a weekly time for members to meet with staff to share about their experiences and learn about up-and-coming programs)
- You will lead and continuously improve the New Member Journey, from initial inquiry and facility tours through sign-up, onboarding, follow-up and ongoing engagement, by stewarding member and guest interactions for the purpose of fostering long‑term relationships and engagement with Abilities Centre. This includes:

- Ensuring new members receive a consistent, welcoming experience and understand the programs, services, and b

📌 Manager, Member Experience and Sales (Whitby)
🏢 Abilities Centre
📍 Whitby