Membership Experience Leader

Our Culture

• Welcoming – open to all and create spaces where people can belong and become.
• Genuine – value people and embrace individuality.
• Hopeful – believe in the potential of people to grow, lead and become catalysts for change.
• Nurturing – support individuals throughout their journey to reach their full potential.
• Determined – on a relentless quest to make the community stronger, beginning with our people.

Position Summary

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.

Essential Functions

• Implements sales and membership strategies that support recruitment of new members and retention/engagement of existing members, including achievement of 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/or related meetings as requested.
• Completes employee training as required, including New Staff Orientation, Bloodborne Pathogens, and Child Abuse Prevention, among others.
• 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, and state licensing standards where applicable; makes ADA accommodations where appropriate; maintains the program site, equipment, YMCA COVID‑19 sanitation standards, and required program records.
• Assists in all areas as assigned.

Requirements

• 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 and Physical Requirements

This position operates in a YMCA facility environment and regularly interacts with team members, leaders, members, program participants, vendors, and other stakeholders. The role requires frequent walking, standing, bending, kneeling, stooping, and other physical movement associated with housekeeping and facility operations, as well as the ability to maintain attention to detail while performing multiple tasks. The position requires the ability to lift, pull, carry, and move up to 50 pounds and may involve prolonged periods of standing or sitting. The role requires the ability to work independently with appropriate judgment, maintain positive and cooperative working relationships, and successfully complete required job‑related training or certifications. Flexible hours, including evenings or weekends, may be required based on organizational needs. The YMCA of South Hampton Roads provides reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the position, consistent with applicable law.

Schedule

Flexible hours, including evenings, weekends, and holidays, as needed based on organizational needs.

Compensation & Benefits

Wage Range: $13.00 – $14.50 hourly. Salary Description: $13.00 – $14.00 per hour.