Membership Engagement Supervisor

Responsibilities

• Provide exceptional customer service by exceeding member expectations.
• Consistently greet every person who enters the YMCA (by name, if known) and recognize all members and guests when they leave.
• Engage in active listening with members and program participants in order to build relationships, understand individual’s goals and interests and take the initiative to ensure the member has a positive experience.
• Help prospects and members experience the YMCA by introducing them to other employees and members.
• Be a “Relationship Builder” for the YMCA.
• Recruits, hires, trains, evaluates and supervises assigned staff and volunteers.
• Ensures effective tours are being conducted and enrollment procedures are in place.
• Responsible for continuous improvement of all front desk services including member and constituent relations, information and program registration.
• Assists Membership/Executive Director in reaching monthly goals for numbers for prospects toured and new members enrolled.
• Follows and enforces all YMCA procedures and policies, including: personnel guidelines, safety guidelines, facility access procedures and membership policies.
• Carry out emergency plans as necessary.
• Ensure the front desk is organized, clean and safe.
• Takes initiative to clean up/repair areas as needed.
• Attends and remains current on all mandatory trainings and staff meetings.
• Be knowledgeable and supportive of the YMCA Annual Campaign.
• Participates in assigned leadership functions for the campaign.

Qualifications

• Two or more years of relevant work experience (sales, retail, reception, customer service, etc.).
• Two or more years staff supervision experience required.
• A high school diploma or equivalent.
• Exceptional customer service skills, responding to multiple questions via phone, email and in person.
• Ability to problem solve and resolve conflict.
• Ability to manage the member engagement recruitment process, including membership tours, interviews and sales.
• Strong computer skills and experience working with and database software, word processing, and Microsoft Office.
• Knowledge of, and previous experience with, diverse populations (language, culture, race, physical ability, sexual orientation, etc.).

Code of Conduct for Applicants

All employees and volunteers are responsible for adhering to abuse prevention policies, maintaining appropriate boundaries, completing required training, reporting suspicious or inappropriate behavior, and complying with mandated reporting requirements.

Responsible for ensuring staff are properly screened, trained, supervised and held accountable to the organization’s abuse risk management standards.