Membership Experience Leader

About the Role

Our mission and core values are brought to life through our culture. At the YMCA of South Hampton Roads, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming, genuine, hopeful, nurturing, and determined, creating spaces where people can belong, grow, and become catalysts for change.

Delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the facility. Responsible for membership sales, renewals, and prospect follow‑up as directed. Provides administrative support for membership and programs to create an optimal experience for guests.

Responsibilities

• Implements sales and membership strategies that support recruitment of new members and retention/engagement of existing members, achieving sales goals, prospect closing ratios, 13‑month retention, membership revenue, and secret shopping goals as directed by the Regional Membership Director.
• Creates a member‑focused culture and models relationship‑building skills (including “Listen First” and the YMCA of South Hampton Roads Service Creed) in all interactions.
• Fosters a climate of innovation and resolves problems to ensure exemplary member satisfaction.
• Promotes program and membership enrollment in interactions with existing and potential members in conjunction with marketing efforts to maximize sales.
• Coordinates program registration, including logistics to support phone, walk‑in and web registration.
• Ensures proper implementation of member service procedures; reviews and updates membership procedures and communicates changes to staff.
• Coordinates with the Resource Operations Center as necessary on financial transactions.
• Assists in organizing membership events at the YMCA and occasionally represents the YMCA at community events to promote the organization.
• Participates in staff meetings and related meetings as requested.
• Completes employee training as required, including New Staff Orientation, Bloodborne Pathogens, and Child Abuse Prevention.
• Follows all standards, policies and procedures established by the YMCA of South Hampton Roads, including Employee Code of Conduct, Child Abuse Reporting and Prevention, emergency procedures, state licensing standards, ADA accommodations, facility sanitation, and required program records.
• Assists in all areas as assigned.

Requirements

YMCA Leadership Competencies:

• Engaging Community
• Communication & Influence
• Collaboration

Qualifications:

• Excellent verbal, interpersonal and problem‑solving skills.
• Ability to work in a fast‑paced and constantly‑changing environment.
• Ability to multitask, set priorities and manage multiple concurrent tasks.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Ability to handle conflict professionally and manage conflict resolution in a timely manner.
• Previous customer service, sales or related experience.
• Strong knowledge of computer operations, Microsoft Office Suite, and Google Documents.
• High attention to accuracy and detail.
• Must be able to work flexible hours including evenings, weekends, and holidays.
• Former YMCA experience utilizing SGA Sales preferred.

Working Conditions & Physical Requirements

• Operates in a YMCA facility environment with frequent interaction with team members, leaders, members, program participants, vendors, and other stakeholders.
• Requires frequent walking, standing, bending, kneeling, stooping, and other physical movement associated with housekeeping and facility operations.
• Must be able to lift, pull, carry, and move up to 50 pounds and may involve prolonged periods of standing or sitting.
• Requires ability to maintain attention to detail while performing multiple tasks.
• Flexible hours, including evenings or weekends, may be required based on organizational needs.
• The YMCA provides reasonable accommodations to qualified individuals with disabilities.
• Employment is contingent upon satisfactory performance and successful completion of background screening, driver’s license review, CPS screening, drug/alcohol testing, or other required screenings.

Compensation

Salary range: $13.00 – $14.00 hourly.