Member Services Manager

Member Services Manager
Our client is seeking a Member Services Manager to ensure the member experience consistently reflects the organization's vision and service standards. Reporting to the Director of Membership, this role is responsible for leading the Member Services team and ensuring members and guests receive exceptional service in a warm, welcoming, and engaging environment.
Your success will be defined by your ability to:

• Oversee the Member Services desk and deliver exceptional service to members and guests, ensuring inquiries are handled professionally and efficiently
• Serve as the primary point of contact for escalated member and guest concerns, resolving issues with professionalism, sound judgment, and timely follow-up
• Create an outstanding member experience by modelling service excellence, professionalism, and organizational values in every interaction
• Act as a central source of information regarding programs, services, events, and facility offerings
• Manage member concerns and feedback, providing appropriate solutions and ensuring satisfactory resolution
• Oversee key Member Services functions, including locker administration, guest policies, lost and found, and security-related processes
• Lead and support the Member Services team through coaching, guidance, troubleshooting, and day-to-day leadership
• Provide recruitment support, onboarding, training, performance management, and ongoing development for team members
• Coordinate administrative functions including program registrations, cancellations, bookings, ticketing, and promotional support activities
• Work closely with internal departments to ensure accurate communication of programs, services, and events to members and staff
• Oversee retail operations, including inventory management, merchandising, vendor coordination, and sales support
• Assist with membership administration, account updates, and coordination of member-related charges and changes
• Ensure proper handling of calls, mail, packages, and member service requests in accordance with established procedures
• Maintain compliance with safety procedures, emergency protocols, and organizational policies
• Demonstrate professionalism, integrity, and accountability while supporting a culture of continuous improvement

Your strengths include:

• Minimum 3 years of supervisory experience in customer service, hospitality, recreation, private club, or membership-based environments
• Strong customer service leadership skills with experience training, coaching, and developing employees
• Excellent communication, interpersonal, and problem-solving abilities
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Proficiency with Microsoft Office and membership, administrative, or point-of-sale systems
• Ability to work independently while collaborating effectively with cross-functional teams

If you are interested in this role and meet the above criteria, please click the "Apply" button to send your resume directly to Jason Dick, Andre Donado, Bobi-jo Warner or Chris Feng.
Recruitment Partners Inc. is an Alberta-based, Alberta-focused recruitment firm. We are dedicated to building long-term relationships while securing top talent for Alberta's best employers. At the heart of our efforts is a collaborative, consultative approach. We are proud of our team of consultants, who come with practical business experience, a strong network of professional contacts, and are focused on what is best for both clients and candidates. We will facilitate the best fit between client and candidate. This means reduced turnover, enhanced employee engagement, increased productivity, customer satisfaction, and more.
Accounting & Finance - Engineering, Sales & Operations - HR & Office Support - Technology - Contingent Workforce - Executive Search
Contact us today - Your Search Partner - www.recruitmentpartners.ca