Location

On‑site – YWCA Health & Fitness Centre, 535 Hornby Street, Vancouver, BC

Posting Period

March 20, 2026 - March 27, 2026

###Job Description

TheMember Experience Supervisorleads the front‑desk team at the YWCA Health & Fitness Centre, ensuring great member service, strong save attempts and accurate CA/POS processes. The role maintains lobby energy and standards, owns AED checks/drills, coordinates internal member communications, and supports retention and ancillary revenue.

The YWCA Health & Fitness Centre is one of YWCA BC’s social enterprises. Located on Hornby Street in downtown Vancouver, the 30,000-square-foot adult facility features a gym, pool and fitness studios, and plays an important role in generating revenue that helps fund YWCA BC programs and services across the community.

What you’ll be doing:

• Recruit/participate in hiring, onboard and coach Member Services Representatives; deliver scripts and performance feedback.

• Own Member Services rosters and contingency plans to ensure coverage and cross‑training.

• Manage cancellations/suspensions and run outbound save‑attempt calls (STT/decline/cancel) to reduce churn.

• Oversee CRM for Personal Training/Health Services sessions, EFT maintenance, membership changes and audit logs.

• Be the first point of contact for member enquiries and complaints; resolve or escalate to Operations.

• Maintain lobby standards/queue management and basic merchandising to support POS growth.

• Oversee AED checks, expiry tracking and drills coordination.

• Draft/share internal member communications aligned with Sales & Marketing and YWCA Marketing.

• Produce a weekly dashboard (Saves, POS etc).

What you’ll need:

• Front‑desk leadership experience in a fitness or high‑traffic service environment.

• Proficiency with CRM and POS cash‑handling/reconciliation.

• Strength in service recovery, queue tactics and coaching.

• Clear written and verbal communication skills.

• Post‑secondary certificate/diploma; 3–5 years member‑facing leadership experience.

What we offer:

• Extended medical and dental benefits.

• A defined benefit pension plan (MPP).

• Pregnancy, parental and adoption leave top up.

• 22 vacation days and 3 personal days, in addition to paid sick leave.

• Flexible working arrangements for applicable positions.

• Employee Family Assistance Program.

• A workplace that prioritizes health, safety and well‑being, with learning and growth opportunities.

• Free staff membership to our Health & Fitness Centre.

• Discounts at our Hotel Willo.

• Priority in YWCA Child Care centres.

Pay Rate as of April 1, 2026: $35.89 per hour

##How to Apply

If you're seeking a workplace where your values align with your work, and where every voice drives meaningful change, we’d love to hear from you. Please submit your resume and cover letterin a single PDF document renamed with your first and last name by March 27, 2026, to:

Al Trinidad, Manager, Operations

**Email:**atrinidad@ywcabc.org

We’re committed to increasing representation and equity across our organization. We strongly encourage applications from women, Black, Indigenous, People of Colour, 2SLGBTQIA+ individuals, people with disabilities and others from marginalized communities. We’re also focused on creating leadership opportunities for Indigenous, Black, and gender-diverse individuals. If you'd like to learn more about our inclusive culture before applying, feel free to contact our Equity and Engagement Manager at people@ywcabc.org.

Accessibility is a priority for us. If you need any accommodations to apply or have questions about the process, please reach out to the hiring manager listed. We make hiring decisions based on qualifications, transferable skills, lived experience and organizational needs. Thank you to everyone who applies — only those selected for an interview will be contacted.

Want to learn more about working at the YWCA? Explore ourcareers page.

We respectfully acknowledge that our main office and many of our programs are located on the traditional, ancestral and unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish) and səlilwətaɬ (Tsleil-Waututh) Nations, and that our work across British Columbia spans the territories of more than 200 First Nations. We also acknowledge the First Nations, Metis and Inuit peoples who live in our communities.