Member Experience Director

Full-Time

Reporting to the President, the Member Experience Director leads a customer-focused team dedicated to delivering exceptional service and creating a seamless experience for members and visitors to the Soloway JCC. As the first line of contact with members and guests, the Member Experience Director is a brilliant ambassador for the organization’s brand, fostering a warm, welcoming and professional environment while setting the standard for outstanding customer care.

A collaborative and people-oriented leader, the Member Experience Director is experienced in sales, relationship building, and member engagement. The Director is responsible for membership recruitment and retention, working collaboratively with our team across departments to promote membership and program opportunities to the community. This position requires flexibility to work some evening hours and weekends during SJCC hours of operation.

What You’ll Bring to the Role

• Outstanding communications and interpersonal skills
• Strong track record of developing and maintaining relationships
• Good listening skills and ability to work with members to help them achieve their goals
• Excellent problem-solving skills to resolve member feedback
• Highly organized with attention to detail
• Proven sales and management experience
• Proficiency with data management systems to track membership, usage and follow-up

What We Offer

• The chance to lead and shape the membership experience at one of Ottawa’s most vibrant community organizations that serves thousands
• The opportunity to build meaningful relationships and make a lasting impact on our members and the community
• A collaborative, supportive, and mission-driven work environment
• Opportunities for professional growth and development
• Competitive compensation and benefits package

Key Areas of Responsibility

Membership Services

• Responsible for the overall operations of the membership department including hiring, training and supervising Front Desk staff and overseeing daily Front Desk operations.
• Communicates with current, new and prospective members to actively engage membership, implementing creative membership retention and acquisition strategies.
• Ensures that customer service issues and concerns are dealt with, often collaborating across departments to address needs and concerns.

Sales & Customer Service

• Membership sales, renewals and prospect follow-up, including providing tours of the facility.
• Collaborates across departments including Fitness, Athletics and Aquatics, Cultural and Recreational Programming, Marketing and Communications, and other appropriate management staff to promote and sell programs to members and prospective members.
• Implements onboarding tactics for new and returning members to build connection and retention.
• Reviews and updates procedures to ensure a welcoming, responsive, and engaging experience for current and prospective members.
• Ensures staff are appropriately trained on member experience standards, communicates procedural updates, and monitors implementation to maintain service excellence.

Administration

• Develops and implements the department’s budget.
• Oversees the effective use of the membership and program management system, ensuring accurate data management, smooth operation, and full utilization of available features to support organizational goals.
• Tracks and monitors membership data and assists with other appropriate statistical and financial tracking and reporting.
• Other related tasks as required.

Qualifications

• 3-5 years of management and supervisory experience
• Proven sales background
• Undergraduate degree or equivalent experience
• Must be self-directed, motivated, and creative
• Ability to work with diverse populations
• Ability to work a flexible work schedule, including evenings and weekends, as required. Ideally, the regular workweek includes one evening per week.
• Must be able to work on your feet for hours at a time and provide walking facility tours
• Proficiency with Microsoft Office and ability to learn new software

Compensation

The salary range is $66,000-$75,000, commensurate with experience, qualifications and proven successes. The SJCC offers a comprehensive benefits package, a complimentary JCC membership, paid vacation, and opportunities for professional growth and development.

To Apply

Please send your Cover Letter and Resume to Sarah Beutel, President of the SJCC, via email: Sbeutel@jccottawa.com

Deadline to Apply: August 12, 2026

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Member and Client Services Representative

Part-time

The Soloway JCC is searching for an outgoing and organized individual to join our team.

Reporting to the Member Experience Director, the Member and Client Service Representative is responsible for providing friendly and efficient service, with an emphasis on access control, for all members and visitors of the Soloway JCC.

As the first line of contact, this individual is welcoming, mature, and knowledgeable about SJCC programs and services. They are adept at computers and able to learn the SJCC’s systems to ensure a seamless and efficient customer experience for members and visitors.

This position requires flexible hours, including availability for evening and weekend shifts that align with the SJCC’s operational hours.

What We Offer

• A collaborative, supportive, and mission-driven work environment
• The opportunity to build meaningful relationships and make a lasting impact on our members and the community
• Gain experience in customer service and sales

Key Job Responsibilities

Membership & Guest Services

• Greet members and visitors and maintain controlled access according to policies and procedures
• Direct members and visitors to program areas
• Enrol new members and explain membership and program options to prospective members, providing up-to-date information
• Work collaboratively with staff in various departments to respond to customer concerns, referring complex issues to the appropriate person
• Provide effective facility tours to prospective members and guests, determining their interests and matching needs with the appropriate membership options

Administration

• Complete membership and administrative paperwork accurately and promptly
• Attend staff meetings and staff training sessions as required
• Maintain the cleanliness and organization of the workspace and surrounding area
• Work as a team player to support fellow staff in providing a high level of service to members and guests
• Perform other duties as assigned

Key Competencies

• Friendly and welcoming personality with the ability to handle challenging issues with maturity, diplomacy, and tact
• Excellent oral and written communication skills
• Ability to initiate and carry conversations and engage in small talk with members
• Excellent phone manners
• Detail-oriented and able to multitask effectively
• Team-oriented
• Outgoing and positive attitude
• Strong desire and ability to sell
• Demonstrates a customer service orientation in all activities
• Ability to work effectively with Soloway JCC staff and senior personnel while building trust and confidence
• Understanding of the dynamics of the Jewish community is considered an asset

Education and Experience Requirements

• High School Diploma
• Customer service experience
• Computer and keyboarding experience

Compensation

Starting at $17.60 per hour

Free SJCC membership is included.

How to Apply

Please send your resume to sbeutel@jccottawa.com by August 19, 2026.