About Queen’s University
Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.
We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.
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Job Summary
Reporting to the Director, Recreation & Active Living, the Manager, Membership Engagement & Services (Manager) is responsible for the leadership and day-to-day management of Athletics & Recreation (A&R) membership and customer services, member engagement and encounters, facility and space access, sales and support, along with associated recreation services delivered to members and the public. This position supports the vision and goals of A&R by developing and managing a range of strategies and supports for members, participants, and clients. The Manager is the primary leader in the department for relational service standards, and as such leads and implements the department Student Leadership Framework to develop and enhance the student and casual part-time staff leadership roles and achieve positive student learning outcomes and achieve excellence in member and participant engagement. This position requires a collaborative and proactive approach to operational needs, strategic planning, member experience assessment, feedback and reporting and initiative delivery, with regular collaboration and contact with a broad range of university colleagues, user groups, stakeholders and community members.
The Manager, Membership Engagement & Services is accountable for managing and developing strategies and plans for growing access and use of A&R spaces, programs, and services, including revenue generation and managing all customer service operations. This position will manage the financial and interactive aspects of the unit, specifically but not limited to, memberships and access, locker sales and service, equipment lending and rentals, membership and recreation marketing, promotion and advertising strategies, and lead a staff team delivering on the member/participant experience, access control and supports, and recreation and membership management software and related interactions. The Manager will analyze industry trends and member/participant feedback, provide research, data, and assessment to support optimal membership care, engagement and support, access and inclusion, maximize revenue strategies, and ensure a positive, safe, welcoming and inclusive environment.
In conjunction with other members of the Recreation and Active Living Unit, the incumbent supports the campus and department vision of advancing, encouraging, and supporting a culture of wellbeing for all who live, learn, and work at Queen’s University. Queen’s has adopted the Okanagan Charter and is implementing the Queen’s Campus Wellbeing Framework that act as inspirational and informative foundations for our programs, services, and supports to enhance active living pursuits, inspire leadership, foster a sense of belonging and impact student and participant success, health, and wellbeing.
Note: Ability to work a flexible work schedule and hours is required. Evening and weekend hours will be required as a part of the regular work week.
Job Description
KEY RESPONSIBILITIES:
- Promote a culture of service and inclusion that embodies A&R values, with commitment to the university’s Indigenization, equity, diversity, inclusion, accessibility, and anti-racism (I-EDI-AA) initiatives designed to foster a welcoming environment and experience for individuals with diverse backgrounds and identities.
- Manage, develop and oversee the implementation of strategies related to access and inclusion, membership relations and experience, membership sales, program registrations, and all A&R member service and support opportunities.
- Continually develop and manage new membership initiatives, strategies, and promotions that align with the campus wellbeing framework and advance outreach and engagement to students, faculty, staff, and the broader community.
- Support the development and delivery of departmental revenue and participation objectives by working closely with all other program and service teams within the department.
- Analyze and report on access, trends, and member suggestions and feedback to contribute to the development of successful strategies for membership and program forecasting and planning, and satisfaction.
- Oversee member and participant-facing communications, such as building/facility signage and the upkeep and evolution of the website and member portal and member app systems, including integration with recreation software and university systems.
- Manage and contribute to strategies and relationships that support broader community memberships and access for revenue generation and develop a competitive sales component to attract and retain memberships.
- Develop and manage strategies to increase member and community engagement, including partnerships with the City of Kingston and internal partnerships with the program team and Marketing, Communications, and External Relations to develop offerings for user groups coming to the city.
- Manage budget preparation, daily sales, operations and staffing, monitoring of sales targets, purchasing as well as online registration and customer service.
- Manage the Member/Customer Service staff through all components of managing human resources in the unit, including budget management, hiring, onboarding, training, scheduling, supervision, and support.
- With Information Technology support, plan for, respond to, and administer recreation management software systems and productivity tools, including configuration troubleshooting, user management, training, upgrades, and recommending changes to policies, systems, and operating practices to achieve department goals.
- Ensure ongoing assessment, benchmarking, and unit reviews, including the development of annual and ongoing program and service assessment tools, feedback mechanisms, intake processes, etc. that seek to advance the member experience, improvements in policies and processes, student learning and development, and provide continuous support for members, participants, and student staff.
- Provide assessment and feedback of the member/customer/participant experience for all facility access, programs, services, and events.
- Lead and manage the development and implementation of the Department Student Leadership Framework for department-wide student and casual staff and leaders to ensure opportunities, onboarding, training, and services contribute to student learning, growth, and development.
- Manage and develop the student and casual staff recruitment and training processes, in consultation with the Department human resources and management, to ensure breadth and depth in recruitment and training processes to advance the goals of I-EDI-AA and Department standards.
- Manage member, participant, and customer service components of facility reservations and services for guests/clients, programs, and events conducted in all A&R operated athletic facilities.
- Assist in developing and communicating the scheduling, recruitment and information for any programs, services, building activity, events and promotional opportunities that are designed by A&R or require A&R presence and require staff support from regular full-time staff outside of regular business or scheduled hours.
- Provide regular statistical reporting and assessment on access, sales, and services provided within the Athletics and Recreation Centre (ARC), including analysis and recommendations also based on environmental analysis of market trends and institutional comparisons, and member feedback.
- Provide Recreation and Membership Software system and Point of Sale (POS) system leadership and act as the system subject matter expert.
- Other duties as required and assigned by the Director, Recreation & Active Living.
REQUIRED QUALIFICATIONS:
- Post-secondary degree completion in Recreation or Sport Management, Kinesiology, Business Administration, Economics, Marketing, or other relevant field of study.
- A minimum of 5 years of successful customer service environment management with evidence of high sales and promotion in memberships and services.
- Human resources management experience including recruiting, training, coaching, discipline, etc.
- Demonstrated experience developing successful strategies to advance initiatives.
- A minimum of 5 years of recreation program/membership system management and Point-of-Sale systems experience an asset.
- Demonstrated knowledge of and success in customer service and membership retention strategy development an asset.
- Satisfactory Criminal Records Check and Vulnerable Sector Check required.
- Consideration will be given to an equivalent combination of education and experience.
SPECIAL SKILLS:
- Strong customer service orientation with a demonstrated passion for the university and its people.
- Strong interpersonal skills, creativity, collaboration, and consensus-building skills.
- A high degree of independence, resourcefulness, and initiative with respect to initiative design and delivery.
- Ability to effectively manage change effectively.
- Ability to analyze complex situations and determine the appropriate course of action to reach a resolution, using appropriate discretion, sound professional judgment, and solid decision-making.
- Must be service-oriented, solutions-focused, and capable of effectively dealing with a wide variety of constituents.
- A leader who will encourage an organizational culture that is welcoming, inclusive, and considers the whole student and their diverse identities, perspectives, and experiences.
- Respectful of the need for confidentiality and professionalism.
- Leadership and motivational skills affecting the performance of staff, including a proven ability to train and develop staff in sales and customer service.
- Administration skills, including recreation and membership software, computer word processing, spreadsheets, and database applications, as well as an ability to learn and train/teach the use of new software.
- Ability to focus under pressure with frequent interruptions.
- Computer and office skills, including advanced use of MS Office required.
DECISION MAKING:
- Recommends strategies that support the A&R strategic framework and goals.
- Prioritize time and duties to ensure work coming from multiple sources is completed within the required deadlines.
Employment Equity and Accessibility Statement
The University invites applications from all qualified individuals. Queen’s is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Aboriginal Peoples, persons with disabilities, and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements, priority will be given to Canadian citizens and permanent residents.
The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code, including those with disabilities. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at hradmin@queensu.ca.