Membership Engagement Supervisor

YMCA Of Greater Seattle • Shoreline, WA

1d • Onsite

About The Position

The Membership Engagement Supervisor is an on-site leadership role responsible for helping develop and lead the member engagement staff and supporting the smooth daily operation of the member engagement department. The supervisor oversees the hiring, training, and scheduling of staff and volunteers, assists with staff meetings, and supports staff in building strong relationships with members and connecting them with programs and activities that help them achieve their goals.

The role provides exceptional customer service, supports membership and program information and enrollment, and leads continuous improvement of front desk services. It also ensures effective tours and enrollment procedures, delivers sales and customer service training, maintains membership and program records and cash controls, supports membership goals, and enforces YMCA policies and safety procedures. The supervisor is responsible for ensuring staff are screened, trained, supervised, and held accountable to abuse risk management standards.

Requirements

• Two or more years of relevant work experience, such as sales, retail, reception, or customer service.
• Two or more years of staff supervision experience.
• High school diploma or equivalent.
• Exceptional customer service skills, including responding to multiple questions by phone, email, and in person.
• Ability to problem-solve and resolve conflict.
• Ability to manage the member engagement recruitment process, including membership tours, interviews, and sales.
• Strong computer skills and experience with database software, word processing, and Microsoft Office.
• Knowledge of standard office equipment, such as fax machines, copiers, and phone systems.

Nice To Haves

• Knowledge of and previous experience working with diverse populations, including differences in language, culture, race, physical ability, and sexual orientation.
• Ability to speak a language in addition to English.
• Other combinations of applicable education, training, and experience that provide the knowledge, abilities, and skills needed to perform effectively may be considered.
• Collaborative, adaptable, service-oriented, and dependable, with strong ownership, work ethic, and problem-solving skills.

Responsibilities

• Provide exceptional customer service by exceeding member expectations; greet people entering the YMCA and recognize members and guests as they leave.
• Listen actively to members and program participants, build relationships, understand their goals and interests, and help ensure positive experiences.
• Provide accurate information about membership and programs.
• Introduce prospects and members to employees and other members to help them experience the YMCA and build relationships.
• Know and model the YMCA mission and core values when working and communicating with staff.
• Respond to customer questions and concerns with care and take initiative to resolve issues when possible.
• Recruit, hire, train, evaluate, and supervise assigned staff and volunteers.
• Ensure effective tours and enrollment procedures are in place.
• Continuously improve front desk services, including member and constituent relations, information, and program registration.
• Ensure desk staff receive sales and customer service training.
• Maintain membership and program records and cash controls accurately.
• Assist the Membership/Executive Director in reaching monthly goals for prospects toured and new members enrolled.
• Follow and enforce YMCA procedures and policies, including personnel, safety, facility access, and membership policies; carry out emergency plans as necessary.
• Keep the front desk organized, clean, and safe, and take initiative to clean or repair areas as needed.
• Attend and remain current on mandatory trainings and staff meetings.
• Support the YMCA Annual Campaign and participate in assigned leadership functions for the campaign.
• Ensure staff are appropriately screened, trained, supervised, and held accountable to abuse risk management standards.
• Adhere to abuse prevention policies, maintain appropriate boundaries, complete required training, report suspicious or inappropriate behavior, and comply with mandated reporting requirements.
• Perform other duties as assigned.

Benefits

• Membership to the YMCA of Greater Seattle.
• Medical, dental, vision, and life insurance.
• Retirement plan with generous employer contributions.
• Free access to mental health resources.
• Rapidly accruing paid time off.
• Discounts on qualifying YMCA of Greater Seattle childcare, day camp, overnight camp, and outdoor leadership programs.
• Program discounts of 25% for part-time staff and 50% for full-time staff.
• Some benefits are available only to full-time staff.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED