Membership Experience Leader

Young Mens Christian Association Of South Hampton•Nags Head, NC

1d•Onsite

About The Position

The YMCA is seeking a Membership Experience Leader to deliver excellent service to all members, guests, and program participants. This role involves responding to member and guest needs, promoting memberships and programs, and maintaining the cleanliness and organization of the facility. The Membership Experience Leader is responsible for membership sales, renewals, and prospect follow-up, providing administrative support for membership and programs to create an optimal experience for guests. This position is crucial in fostering a member-focused culture and driving recruitment and retention efforts.

Requirements

Excellent verbal, interpersonal and problem-solving skills
Ability to work in a fast-paced and constantly-changing environment
Ability to multitask
Ability to 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
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, to 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 positive, energetic attitude toward YMCA work, goals, and values
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
An offer of employment is contingent upon receipt of satisfactory results to meet minimum requirements of the position. They may include criminal background and reference checks, E-Verify, drug test, driver’s license record, and/or a Child Protective Services Check (CPS). Additional driver’s license check, CPS, criminal background check, alcohol, and/or drug testing may be required to be processed in the future in order to meet and/or maintain the requirements of this position.

Nice To Haves

Former YMCA experience utilizing SGA Sales preferred

Responsibilities

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 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 on financial transactions.
Assists in organizing membership events at the YMCA and occasionally represents the YMCA at community events.
Participates in staff meetings and/or related meetings.
Completes employee training as required.
Follows all standards, policies and procedures as 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 and standards, and required program records.
Assists in all areas as assigned.