Membership Coordinator

YOUNG MENS CHRISTIAN ASSOCIATION KANKAKEE•Kankakee, IL

2d•$22 - $25•Onsite

About The Position

The Membership Coordinator leads the daily operations, staff performance, and revenue outcomes of the Kankakee Area YMCA Membership department. The role drives membership sales and growth, strengthens retention, and supports an exceptional member experience through leadership of front-line staff and operational excellence. Reporting to the Director of Operations, the coordinator supervises Membership Associates and front desk staff, manages scheduling and membership systems, and promotes growth through sales practices, staff coaching, and accountability to performance metrics. The coordinator oversees membership sales and retention goals, the sales cycle from tours through follow-up and conversion, service standards, membership data, cash handling, reporting, and operational procedures. The position leads hiring, onboarding, training, coaching, and performance feedback for staff; collaborates with other departments and the Community Relations Coordinator; and supports member engagement, programs, events, promotions, and organizational priorities. Performance expectations include measurable membership growth, timely lead and tour follow-up, cancellation retention efforts, payment recovery outreach, regular staff coaching and training, monthly performance reporting, retention action planning, member-concern follow-up, and accurate staffing and operational documentation. The role also serves as Manager-on-Duty during assigned shifts and maintains a visible leadership presence on the membership floor.

Requirements

High school diploma or equivalent.
2–3 years of experience in operations, customer service, or supervisory roles.
Strong leadership, organizational, and problem-solving skills.
Ability to manage multiple priorities and lead a large team.
Flexible schedule, including evenings and weekends.
Commitment to YMCA values: Caring, Honesty, Respect, and Responsibility.
Ability to remain on feet for extended periods and move throughout the facility.
Ability to lift up to 25 pounds occasionally.

Nice To Haves

Experience in a YMCA or similar nonprofit or membership-based organization.
Supervisory experience in front-line operations.
Experience with membership systems such as Daxko.

Responsibilities

Lead and achieve branch membership sales and retention goals.
Oversee the membership sales cycle, including tours, follow-up, and conversion.
Coach staff in sales behaviors, needs-based selling, and value-based communication.
Ensure timely follow-up with prospective members and leads from outreach, events, and community partnerships.
Set performance expectations for tours, lead follow-up, and conversion, and monitor related performance indicators.
Use membership systems such as Daxko to track performance and maintain accurate data.
Oversee daily Membership Desk operations and provide a welcoming, efficient, member-centered experience.
Serve as Manager-on-Duty during assigned shifts and make real-time operational decisions.
Supervise Membership Associates and front desk staff, maintaining a visible leadership presence during peak hours.
Create and manage staff schedules, review timecards, monitor attendance, and ensure scheduling accuracy and coverage.
Lead hiring, onboarding, and training; provide ongoing coaching, feedback, and corrective action as needed.
Reinforce YMCA values and develop staff confidence in service delivery and membership sales conversations.
Maintain accurate membership and program data, follow cash-handling and transaction procedures, and support audits, reporting, and operational evaluations.
Follow and reinforce Standard Operating Procedures, identify process improvements, and support operational evaluations.
Partner with the Community Relations Coordinator on prospective-member lead handoffs and follow-up.
Collaborate with other departments and program teams to support member engagement, program alignment, and participation growth.
Support events, initiatives, promotions, operational communications, and distribution of YMCA marketing materials.
Maintain clean, organized, member-ready front-of-house and membership service areas.
Communicate and document operational issues, facility concerns, safety incidents, and member concerns promptly according to YMCA procedures.
Maintain accurate membership records, lead tracking, incident documentation, and operational reporting.
Support consistent implementation of YMCA policies, procedures, and member service expectations.
Meet membership growth, retention, tour conversion, follow-up, cancellation-save, payment-recovery, staff-coaching, training, reporting, and member-experience performance indicators.
Review membership performance with the Director of Operations monthly and identify and implement action steps for controllable termination reasons.
Maintain required staff training, certifications, and employment documentation by established deadlines.
Demonstrate professionalism, accountability, sound judgment, confidentiality, effective communication, and collaboration.