Are you a passion-driven recreation professional dedicated to creating vibrant, inclusive, and seamless experiences for community members? The City of Edmonton’s Community Recreation and Culture branch is looking for a dynamic Member Experience Coordinator to lead front-facing operations and elevate the patron experience across our facilities. In this role, you will champion customer satisfaction, mentor a dedicated staff team, and shape drop-in recreation opportunities that bring our facilities to life. If you excel at operational leadership, staff coaching, and foster warm, welcoming environments, we invite you to join our team!

As a Member Experience Coordinator, you will oversee the direct supervision, recruitment, and professional growth of Member Experience Liaisons across designated recreation facilities. You will drive the development, planning, and continuous evaluation of amenity-based spontaneous use programs—such as open gym activities, drop-in sports, and dedicated fitness experiences—tailored to meet the needs of diverse patrons. Working collaboratively with facility operations and cross-functional teams, you will optimize space allocation, uphold safety protocols, and ensure smooth day-to-day program transitions. You will also play a key role in handling community feedback, managing digital communications, and enhancing overall member retention. Through strategic scheduling, data-informed program improvements, and an unwavering commitment to quality service, you will build connections and enrich the visitor experience.

What will you do?

Directly recruit, hire, schedule, train, mentor, evaluate, and coach a team of Member Experience Liaisons across multiple recreation sites
Strategically plan, schedule, monitor, and evaluate year-round spontaneous and dedicated drop-in recreation programs based on community trends, attendance data, and branch priorities
Establish, communicate, and enforce operational protocols, safety guidelines, and policies for patrons and staff in fitness centers and program spaces
Oversee the allocation and transition of facility spaces, including gymnasiums, studios, and fitness spaces, to ensure optimal efficiency and patron enjoyment
Coordinate and create digital signage, promotional updates, web content, and social media announcements to highlight programs and facility news
Monitor, review, and respond to facility patron feedback and comments, maintaining high standards for customer de-escalation and engagement
Support administrative operations including auditing staff time entry, maintaining equipment databases, conducting routine safety checks, and tracking attendance statistics
Build collaborative relationships with facility management, program teams, and community collaborators to enhance member onboarding and retention initiatives
Other related duties as assigned

Completion of a University Degree or Diploma in Recreation, Leisure Studies, Physical Education, or a related discipline with specialized training in program development and customer service
Minimum of 1 year of practical experience in program development and delivery, including recruiting, supervising, mentoring, and evaluating staff
Demonstrated experience in customer service, sales, membership systems, and customer retention strategies

Assets:

Experience working with scheduling and operational software systems such as Intelli, PeopleSoft, and Taleo
Proven track record in multi-site leadership or supervising dispersed front-facing teams

Skills required for success:

Strong verbal and written communication skills with a proven track record of handling customer de-escalations with diplomacy and empathy
Exceptional organizational, time-management, and priority-setting skills to balance administrative duties with active operational leadership
Thorough understanding of physical activity trends, recreation industry standards, and effective member retention principles
Adaptability and problem-solving agility to address day-to-day facility challenges, space conflicts, and scheduling shifts
Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
Embracing a culture of equity, diversity, reconciliation and inclusion

Conditions of Employment:

Hire is dependent on a Criminal Records Check (CRC) that is satisfactory to the City of Edmonton, and there may be a cost associated with this requirement
Possession of current Standard First Aid, CPR-C and AED certifications
Applicants may be tested.

Work Environment:

Note: Due to the nature of this work, this position is not eligible for a hybrid work arrangement.
The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement, and the incumbent will be notified in advance.
Working within vibrant, fast-paced indoor recreation facilities with continuous walking, standing, and active engagement with the public
Shift work required, including flexible morning, evening, and weekend hours based on facility programming and community needs

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact employment@edmonton.ca. Learn more about our benefits https://bit.ly/COEbenefits

Up to 1 permanent full-time position
This requisition is open to internal candidates only.

Hours of Work: 33.75 hours per week, Weekend work required - schedule will be Tuesday - Saturday or Sunday - Thursday

Salary Range: $31.663 - $39.736 (Hourly)

Recruitment Consultant: PG/RF

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.