Associate Director, Membership & Community Experience

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 matching