Membership Experience Leader

About the Role

Imagine going to work knowing that what you do each day positively influences the lives of children in your community. Working at the YMCA you’ll discover more than a job – you will have the opportunity to make a lasting difference in the community. The Y is a dynamic and diverse human service organization committed to nurturing the potential of kids, promoting healthy living and fostering a sense of social responsibility.

Responsibilities

• 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.
• 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.
• Creates a member-focused culture and models relationship-building skills 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 YMCA.
• Participates in staff meetings and/or related meetings as requested.
• Completes required employee training, including New Staff Orientation, Bloodborne Pathogens and Child Abuse Prevention, among others.
• Follows all standards, policies, and procedures as established by the YMCA, 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

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 and set priorities while managing 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

• Requires a person of maturity and good judgment, who can operate with a minimum of guidance from the Engagement Director.
• Requires ability to exercise appropriate independent judgment, assess facts and issues, and make non-routine decisions regarding day-to-day operational problems and issues.
• Requires effective team-building and team leadership skills.
• Must maintain cooperative, functional relationships with senior leadership team, peers, and subordinates.
• Must maintain a positive, energetic attitude toward YMCA work, goals, and values.
• Performs the duties of direct reports as needed.

Physical Demands

• Walk, stand, kneel, and stoop.
• Maintain continuous operations requiring attention to detail and multi-tasking.
• Must be able to lift, pull, and move up to 50 pounds.
• Must be able to stand or sit for long periods of time.
• Must be physically able to successfully complete required certifications.

Pay

$13 per hour.

An offer of employment is contingent upon receipt of satisfactory results from background checks, which may include criminal background and reference checks, E-Verify, drug test, driver’s license record, and/or a Child Protective Services Check (CPS). Additional checks may be required in the future to meet or maintain the requirements of this position.