Client and Volunteer Experience Coordinator



Dress for Success

About the Role

The Client and Volunteer Experience Coordinator is a results-driven individual who will be actively engaged in supporting our clients and volunteers journey aligned with our core principles. Reporting directly to the Operations Manager, the Client and Volunteer Experience Coordinator is an integral member of a small but dynamic team of professionals who work collaboratively to reach organizational objectives. The candidate will be a self-directed and motivated individual with exceptional interpersonal communication and relationship building skills, along with an ability to convey a compelling narrative about the impact of our work. This applicant must be highly proficient at scheduling with experience managing volunteer hours a significant asset. The incumbent must be able to identify, foster and develop relationships with our clients and volunteers.


What You’ll Be Doing


  • Responsible for support and performance of our clients journey; including the coordination of client activities, as well as but not limited to appointment scheduling, process, expectations and experience

  • Supporting the organizational mandate of increasing number of annual clients served

  • Accountable for exceptional and consistent delivery of service to clients

  • Promote increased client participation in pre and post-employment programs

  • Lead the coordination and execution of our suiting program including inventory sales, planning, volunteer scheduled, client schedules and client experience

  • Identification and pursuit of new client ambassadors

  • Support and develop agency relationships including the exploration of new agency partners and the management of the PSA system (formerly voucher system)

  • Track and monitor current client programs, implement recommendations to increase engagement and overall program results

  • Develop, implement and maintain strategy’s and systems to improve overall client experience

  • Support the development and implementation of policies and procedures relating to client intake, engagement and success measurements

  • Other duties as assigned by the executive director and/or manager of operations


  • Lead and manage all volunteer activities providing consistent direction and coaching

  • Responsible for all volunteer scheduling

  • Track and monitor all current volunteer programs; identify and implement recommendations to increase engagement and overall program results

  • Expansion of new volunteer opportunities for individuals and corporate groups

  • Support the recruitment, interviewing, screening, hiring and onboarding of all new volunteer applications utilizing data management tools

  • Develop and implement multi-year volunteer program plan for increased retention, engagement, monitoring and evaluation

  • Support the content development and implementation of the volunteer handbook, guidelines and policy and procedure manuals.

  • Creation and management of volunteer recognition programs

  • Develop, implement and maintain strategy’s and systems to improve volunteer experience

  • Other duties as assigned by the executive director and/or manager of operations


  • Communicate the mission and impact of Dress for Success Toronto with clients and volunteers at public events, presentations and campaign launches

  • Contribute to the development of innovative and strategic communication and to build client and volunteer loyalty, improve retention, and increase our local impact

  • Support the development of both client and volunteer related materials including but not limited to monthly newsletters, digital platforms, presentation decks, policies and procedures, acknowledgements and reports.

What You Need

  • Post-secondary degree in a related field.

  • Minimum 2 to 3 years of experience in retail management, customer service, volunteer management or comparable experience

  • Experience in a not-for-profit or charitable organization environment an asset

  • Proficiency in scheduling a team of 30+ on a weekly/monthly basis

  • Extremely high organizational excellence

  • Ability to problem solve, analyze processes and affect change

  • Demonstrated success in developing and managing relationships with key stakeholders including individuals, corporations and partner agencies.

  • Proven ability to set priorities, use planning and analytical skills, complete work with minimal supervision and meet deadlines.

  • Results-oriented, demonstrating great initiative, and contributing to a work environment that values and encourages innovation.

  • Strong proven ability to manage and analyze data and implement long term process and planning as a result

  • Excellent communication skills

  • Excellent computer skills: MS Office (Outlook/Word/Excel/PowerPoint), scheduling software, POS systems and data management.

  • Flexible schedule to accommodate some evening and weekend work

Where You’ll Be Working

5150 Yonge Street Concourse Level, Toronto, ON M2N 6L8

Apply Now



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