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Director- Sales,Member Services and Admnistration

YMCA of Quebec

This is a Full-time position in Montréal, QC posted November 26, 2018.


Reporting to the Centre Director, the successful candidate will oversee the implementation of the Association’s strategies to attract customers to the YMCA, assist with their YMCA experience and ensure they remain customers with the Health, Fitness and Aquatic Activities sector in particular. He/she will provide support to the sales, administration and member support team, and will ensure that the expected results are achieved. He/she will serve as an ambassador of the YMCA with current and prospective customers, while ensuring customer service excellence at all times in accordance with YMCA practices.


Plans and manages all Customer Service activities and operations.
Handles processes and resolves all complaints and comments related to customer service.
Achieves the annual sales and member retention objectives.
Supports, supervises and evaluates the centre’s member support procedures in accordance with YMCA practices (phone calls, follow‐up, letters, etc.). Provides support to the centre’s sales and member support team (a team of 15 full‐time and part‐time employees and 10 volunteers).
Keeps track of sales and retention objectives, compiles statistics, writes reports, analyzes results and makes the necessary adjustments.
Monitors the local market and implements proactive local promotional initiatives.
Implements the tools needed to ensure customer service excellence (monitors sales growth, effectiveness of the guided tours).
Implements the Association’s marketing strategies.
Contacts prospective organizations and/or partners to offer our services and establish good relationships with them.
Responds to all customer service requests from partners or prospective organizations.
Ensures the implementation of Member Services quality standards (SAM 2.0 program).
Manage all administrative operations (cash inflows, accounts receivable/payable, payroll processing, etc.).
Actively participates in the Centre’s annual budget process and prepares the budget for their department.
Adheres to the YMCA’s policies and procedures for the protection of children and vulnerable people Understands the value of philanthropy within the Association, integrates it into his/her position and participates in activities/fundraising events.


Holds a college degree or equivalent. University degree in a relevant field is an asset.
Has 5 years and more of experience in managing a customer service and sales team.
Experience in managing a multidisciplinary team is an asset. Is a good communicator with a focus on client satisfaction and retention.
Is a good listener and leader. Is fluent in French and English (spoken and written).
Is familiar with the health and fitness sector (an asset).
Is comfortable with the latest communication tools including CRM dashboards and systems.
Has no criminal record in connection with employment.

Organizational and interpersonal communication: Listens actively, conveys ideas, promotes constructive dialogue, and expresses oneself verbally and in writing in a clear, transparent, accurate, coherent, and respectful manner.

Innovation and continuous improvement: Continually searches for innovative approaches in order to improve, reach or surpass the desired results.

Client and community focus: Foresees, discovers, is abreast of and attentive to current and potential needs of internal and external clients and the community. Conveys a clear and positive image in accordance with the YMCA’s values. Interacts with clients in a courteous and respectful manner and provides quality programs and services.

Relations building and partnerships: Creates and maintains positive relations, and develops lasting partnerships with members/participants and other key players from the community such as community organizations, governmental agencies, corporations, and the network of YMCA associations.

Engaging leadership: Serves as a role model and instils confidence in others and influence them in order to meet business objectives. Gets involved with collaborators and various partners in order for all to attain a high level of performance while reaching common goals.

Skills Required

  • Education level: College
  • Work experience (years): 3-5 years


Salary: 46824.00-61790.00$ per year