Manager, Member Experience and Sales

Position: Manager, Member Experience and Sales

Location: 1 Jim Flaherty Street, Whitby, ON

Assignment: Full-time, Salaried

Pay Rate: $65,000 per annum. We also offer 100% employer paid benefits and CAA membership, flexible work environment, and membership to our superb sport, fitness, and recreational facilities.

Start Date: December 2026

You Belong!

We exist to unlock potential through accessibility and to create a better, barrier-free life for all Canadians. We strive to achieve this by reimagining accessibility, redefining the way Canadians live, work, and play, and by co-designing innovative solutions that address the needs of our community. To be successful, our organization values being person-centred, genuine, flexible, innovative, and collaborative.

As an equal opportunity employer committed to diversity and inclusion, we welcome and encourage applications from all persons, including but not limited to persons with disabilities, racialized and Indigenous persons, persons of any gender identity and sexual orientation, and newcomers. We provide variations and accommodations at all stages of employment and are committed to improving our process to be more accessible and equitable.

We understand that no one will ever meet all the qualifications or feel completely confident in performing every duty listed, and that’s okay! We are committed to the ongoing learning and development of our employees and gladly provide on-the-job training and mentorship. Unless it says required (bolded for emphasis), please do not let any other qualification or duty discourage you from applying.

If you have any issues with the online application or have any questions about the job, please email [email protected]. We look forward to learning more about you and how you may be the person we’re looking for through your application!

The Position:

Reporting to the Assistant Director, Business Operations, the Manager, Member Experience and Sales will support the Revenue Development Department in achieving its financial goals for Abilities Centre to reach its potential. The primary responsibility of the Manager is to take a leadership role in the implementation of member sales and retention initiatives, primarily designed to support the Centre’s identified revenue objectives and customer service requirements.

This person will oversee the day-to-day operations of membership and the front desk staff, directing and motivating team members to provide a best-in-class customer experience that will improve the retention of current members and increase the conversion of current pass users to members.

The individual will be passionate about selling a sports and recreational experience with a truly differentiated competitive advantage, and the Centre’s mission as its guide. As a result, this role will develop and implement retention strategies for current members and conversion strategies for pass users.

What You’ll Do:

Member Sales and Retention

• You will focus on retaining Memberships (Business, Group, Personal), and converting User Passes (Daily, Recreational, Monthly) into full Memberships, while supporting the Assistant Director in generating new sales.
• You will support the Assistant Director to develop and implement effective sales and retention strategies and campaigns that help achieve targets and objectives such as
  • Developing strategic product, benefits, and pricing plans, and
  • Identifying new and innovative ways to increase the value of memberships that aligns with the Centre’s mission and vision.
• You will oversee the management and monitoring of the Customer Relationship Management (C.R.M) system, ActiveNet, including membership records, account accuracy, and system processes.
• You will support data-informed decision making by implementing and tracking metrics and reporting processes in ActiveNet that create accountability to targets and benchmarks for sales representatives to succeed.
• You will use creative problem-solving skills to handle the escalation of member concerns and complaints, including member conduct and compliance.
• You will develop and implement initiatives to create community awareness and member engagement, such as Common Grounds (a weekly time for members to meet with staff to share about their experiences and learn about up-and-coming programs)
• You will lead and continuously improve the New Member Journey, from initial inquiry and facility tours through sign-up, onboarding, follow-up and ongoing engagement, by stewarding member and guest interactions for the purpose of fostering long-term relationships and engagement with Abilities Centre. This includes:
  • Ensuring new members receive a consistent, welcoming experience and understand the programs, services, and benefits available to them, and
  • Monitoring onboarding and engagement activities to identify opportunities to improve conversion, satisfaction, and retention.

Operational Leadership and Accountability.

• You will assume responsibility for the day-to-day operational management of Member Services and the Front Desk team, exercising appropriate decision-making authority to ensure effective operations, consistent service delivery, achievement of departmental objectives, and timely resolution of operational issues.
• You will establish clear team expectations, monitor performance through ongoing check-ins and quarterly and annual reviews, and address gaps through coaching, feedback and accountability.
• You will monitor activity at the Front Desk, providing guidance and assistance to members, clients, and staff as needed.
• You will schedule staff at the front desk during operating hours, as well as for Shift Supervisor coverage, and complete payroll bi-weekly for all staff, including day of scheduling changes.
• You will plan and run staff meetings and trainings to support the continued development of staff to meet and exceed the Centre’s customer service standards.
• You will work with the Assistant Director and Human Resources Department to identify staff recruitment needs, and will assist with the process to interview, hire, train and manage staff.

Outreach, Support and Internal Collaborations.

• With the Assistant Director, you will represent Abilities Centre in community networks and collaboration initiatives.
• You will assist the Assistant Director in implementing an effective outreach strategy to create and enhance relationships with community partners, funders, and likeminded organizations.
• You will support the Assistant Director in achieving monthly targets for memberships by training staff in sales and upselling techniques, such as customizing building tours and promoting programs to members and guests.
• You will work with Department Leads, such as Marketing and Communications, Programs and Services, Fitness, and Rentals to ensure that members and patrons are kept up to date on:

• • Available services, programs, and opportunities,
  • Facility usage schedule and any changes (i.e., closures), and
  • Initiatives and outreach strategies to increase community awareness and engagement with member services.

• You will work with Department Leads, such as Marketing and Communications, Programs and Services, Fitness, and Rentals to ensure that the Member Services team has all the relevant information and resources needed to confidently communicate to members and patrons any facility updates, program information, upcoming events and rentals, and other such updates.
• You will work with Research to create and implement member surveys and evaluations to gather feedback and determine areas of improvement.
• You will support the Assistant Director to identify and develop appropriate policies and procedures for member experience and sales.

What You’ll Bring:

Education and Experience.

• You have post-secondary education in Business Management, Sales and Marketing, or equivalent.
• You have experience selling, or within a sales environment
  • Experience with large fitness, sports, or recreational facilities is preferred
• You have experience and sensitivity in dealing with clients of different abilities, cultural and racial backgrounds including visible and non-visible dimensions of diversity.
• You are proficient in Microsoft 365 and have knowledge of ACTIVENet or similar recreation management software.

Communication and Collaboration:

• You have outstanding verbal and written communication skills, including presentation ability.
• You can work collaboratively with multi-disciplinary teams and can achieve results through adaptability and creative problem-solving.
• You are an effective team player with a positive attitude whose interactions demonstrate accountability, authenticity, and collaboration.
• You have good conflict resolution skills and are dedicated to customer service that exceeds expectations.

Confidentiality and Compassion:

• You exhibit a high level of confidentiality and trust and can handle sensitive and confidential information.
• You exhibit a high level of emotional intelligence and have exceptional interpersonal and relationship-building skills with a proven ability to establish rapport with people of diverse backgrounds.

Organization:

• You have exceptional administrative skills demonstrating thoroughness and attention to detail.
• You can manage multiple demands and tight timelines through effective planning, organizing and time management skills, and can work independently without close supervision.
• You are self-motivated, and results-oriented; you demonstrate initiative and contribute to a work environment that values and encourages innovation.

Administrative Requirements:

• It is required that you have a current and clear vulnerable sector check
• It is required that you have First aid and CPR C
• It is required that you have flexible availability to work mornings, days, afternoons, evenings, and even weekends, as required.

Deadline to apply is Friday, November 13, 2026