Member Care Coordinator

Vivo for Healthier Generations is a charity with a profound purpose to ignite a mindset to LIVE for healthier generations. Our Collaboratory applies practices in social innovation to co-create and measure new kinds of healthy living solutions and our Centre is an inclusive environment for healthy lifestyles. Together, we create meaningful impact and change with individuals, our community and for the planet.  

As an advocate for Vivo, the Member Care Coordinator is responsible for delivering an amazing client experience to our members, sport and community partner groups, commercial groups, event partners and fellow team members. You are a self-starter, detail-oriented individual who takes the initiative to ensure a seamless experience for all guests.  You have a strong desire to take care of all the details from start to finish to ensure successful relationships and service delivery.  You are knowledgeable, confident, humble, adaptable, willing to learn, and explore new opportunities that align with our cause.  

Reports to:  Sales & Guest Experience Manager

Hours: Tuesday – Saturday, 40 hours per week. 

 

• Communicate and connect with our current and prospective corporate groups to determine their membership and access needs. 

• Build strong relationships with external and internal customers.  Deliver an amazing client experience making our clients feel valued by promptly responding to all requests within predetermined service levels.  

• Own the member and guest experience by ensuring all members of the Vivo team who will impact the experience, know what the wishes are of the guests and how to seamlessly provide a memorable experience. 

• Establish solid working relationships and a cohesive working environment within the team and other departments to ensure a positive experience for member events, member promotions, member journeys and corporate sales.  

• Support the Guest Experience team with frontline presence at the desk for questions, member support, and team training.

• Support the Sales & Guest Experience Manager with the implementation and execution of the annual sales strategy & retention program for members. 

• Assist the Sales & Guest Experience Manager with the development, implementation of competition and membership policies, procedures and standards related to corporate sales and guest experience. 

• Act as the onsite point of contact for member events and promotions, ensuring the Guest Services team is fully informed and trained in the content.  

• Assist with the ongoing evaluation of events focusing on pricing, value ads, guest experience and ambiance. 

• Create and implement the annual member survey and member event follow up surveys and share findings and recommendations with the Sales & Guest Experience Manager.   

• Assist the Sales & Guest Experience Manager with the creation of the yearly member events schedule and allocation of employee coverage for a seamless start to finish process. 

• Provide recommendations for process and experience improvements and operational policies that centers around the customer experience and increased productivity.  

• Track and monitor all sales & member event revenue; weekly, monthly and annually and provide an update as to the discrepancies and areas of opportunity. 

• Assist the Sales & Guest Experience Manager in the development of the annual operational budget and understand and monitor key components that influence targets and revenue generation. Propose and implement improvements to the event budgets. 

• Ensure that areas of responsibility are performed within budget and assist with the development and monitoring of program financials, budget, statistical reports, & research for all areas within the role.  

• Be a knowledgeable and proficient user of the TSG/Avocado software system or equivalent registration and booking system.   

• In conjunction with the Sales & Guest Experience Manager, work together with the Guest Services team to operationalize new sales opportunities and member events. Seek new and innovative ways to generate revenue while balancing our commitment to the community.   

• Review and analyze new member patterns to ensure we are maximizing our resources, delivering on our commitment experience, and supporting the member journey to increase retention and appropriate revenue.  

• Monitor evaluation forms, survey’s & comment cards by following up and tracking feedback in a timely manner for member initiatives including identifying consistent pain points, complaints and implementing a plan for a more positive experience.  

• Assist both our internal and external customers by providing prompt, sincere, and professional responses to questions and concerns that arise; striving to exceed our guests’ expectations. 

• Understand and apply all Safety and Emergency procedures to ensure a collective, streamlined and successful evacuation plan.  

• Post-Secondary Diploma and/or University Degree in a related field. 

• Proven customer experience skills in a high paced, dynamic environment. 

• 3 -5 years’ experience in a detail-oriented role of sales & member care processes.  

• Previous facility rental experience is an asset. 

• Current Standard First Aid and CPR-C/AED certifications. 

• Police Information Clearance within the past 2 months.