Membership Experience Leader

YMCA Of South Hampton Roads•South Boston, VA

7d•$13 - $15•Onsite

About The Position

The Membership Experience Leader delivers excellent service to all members, guests, and program participants. This role is responsible for responding to member and guest needs, promoting memberships and programs, and maintaining the cleanliness and organization of the facility. The position is also responsible for membership sales, renewals, and prospect follow-up, as well as providing administrative support for membership and programs to create an optimal experience for guests.

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

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 as directed by the Regional Membership Director.
Creates a member-focused culture and models relationship-building skills (including Listen First and the YMCA of South Hampton Roads Service Creed) 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 employee training as required, including New Staff Orientation, Blood Bourne Pathogens and Child Abuse Prevention, among others.
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.