Membership Sales Coordinator

About the role

The Membership Sales Coordinator serves as a front-line sales leader and customer experience champion. This role drives membership acquisition, conversion, and retention while modeling extraordinary customer service and the YMCA’s core values. The Coordinator supervises, coaches, and develops membership staff, ensures operational excellence at the Membership Services Center, and partners with branch leadership to meet and exceed membership sales goals.

Responsibilities

• Lead membership sales efforts by engaging prospects, delivering cause-driven tours, and guiding them through enrollment with confidence and enthusiasm.
• Support membership conversion and retention strategies through proactive follow-up, relationship building, and high-touch service.
• Serve as the on-site sales expert, coaching staff on consultative sales techniques, objection handling, and value-based conversations.
• Supervise, mentor, and motivate Membership Associates, fostering accountability, confidence, and professional growth.
• Train staff in sales behaviors, customer service excellence, system navigation, and YMCA policies.
• Aid in hiring, onboarding, scheduling, and ongoing performance development of membership staff.
• Develop weekly schedules and approve timekeeping and payroll in the HRIS system.
• Oversee daily operations of the Membership Services Center, ensuring procedures are followed accurately and consistently.
• Maintain expert-level knowledge of YGBW’s membership management system, processing all membership-related transactions while training staff on best practices.
• Oversee processing and compliance of income-based (financial assistance) memberships.
• Act as the primary escalation point for complex member concerns, resolving issues with professionalism, empathy, and composure.
• Collaborate closely with branch departments to ensure the membership team receives timely, accurate updates on programs, schedules, policies, and promotions.
• Partner with the Branch Membership Director to align sales goals, track performance, and support branch-wide growth initiatives.
• Ensure full compliance with YMCA of Greater Brandywine policies, standard operating procedures, and service standards.
• Perform additional duties as assigned to support branch success.

Qualifications

• Must be at least 18 years of age.
• A high school diploma or GED required; a bachelor’s degree from an accredited college or university preferred.
• Minimum of two (2) years of experience in membership sales, customer-facing sales, or related service roles; three (3) or more years preferred.
• Demonstrated ability to drive results through relationship-based sales and conversion-focused conversations.
• Proven ability to coach, train, and develop others, including teaching sales and customer engagement skills.
• Strong communication, interpersonal, and organizational skills, with the ability to adapt messaging to diverse audiences.
• Comfortable using membership management systems, CRM or POS platforms, and standard office technology.
• Ability to obtain and maintain all required YMCA certifications and trainings within 90 days of hire.