Membership Experience Leader

Young Mens Christian Association Of South Hampton•NagsHead, NC

2d•Onsite

About The Position

The Membership Experience Leader delivers excellent service to members, guests, and program participants. The role responds to member and guest needs, promotes memberships and programs, maintains facility cleanliness and organization, and handles membership sales, renewals, and prospect follow-up as directed. It also provides administrative support for membership and programs to create an optimal guest experience. The position supports membership recruitment and retention goals, builds relationships with members, promotes program enrollment, coordinates registration, and helps ensure member-service procedures are implemented and communicated. The role may assist with YMCA and community events, participate in meetings, complete required training, follow organizational policies and safety standards, and assist in other areas as assigned. The position works in a YMCA facility and regularly interacts with team members, leaders, members, program participants, vendors, and other stakeholders. It requires flexible hours, including evenings, weekends, and holidays, according to organizational needs. The position requires frequent physical movement and the ability to lift, pull, carry, and move up to 50 pounds. Compensation is $13.00–$14.50 per hour.

Requirements

Excellent verbal, interpersonal, and problem-solving skills.
Ability to work in a fast-paced and constantly changing environment.
Ability to multitask, set priorities, and manage multiple concurrent tasks.
Ability to relate effectively to diverse groups of people across the community’s social and economic segments.
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.
Ability to work flexible hours, including evenings, weekends, and holidays.
Ability to frequently walk, stand, bend, kneel, stoop, and perform other physical movements associated with housekeeping and facility operations.
Ability to lift, pull, carry, and move up to 50 pounds; the role may involve prolonged periods of standing or sitting.
Ability to work independently with appropriate judgment and maintain positive, cooperative working relationships.
Ability to successfully complete required job-related training or certifications.

Nice To Haves

Former YMCA experience utilizing SGA Sales is preferred.

Responsibilities

Implement sales and membership strategies that support recruitment, retention, and engagement, including sales goals, prospect closing ratios, 13-month retention, membership revenue, and secret-shopping goals as directed.
Create a member-focused culture and model relationship-building skills, including Listen First and the YMCA of South Hampton Roads Service Creed.
Foster innovation and resolve problems to support member satisfaction.
Promote program and membership enrollment to existing and potential members in conjunction with marketing efforts.
Coordinate program registration logistics for phone, walk-in, and web registration.
Ensure proper implementation of member-service procedures; review and update procedures and communicate changes to staff.
Coordinate with the Resource Operations Center as necessary on financial transactions.
Help organize YMCA membership events and occasionally represent the YMCA at community events.
Participate in staff and related meetings as requested.
Complete required employee training, including New Staff Orientation, Blood Bourne Pathogens, and Child Abuse Prevention training.
Follow YMCA standards, policies, procedures, emergency procedures, reporting and prevention requirements, and applicable state licensing standards.
Make ADA accommodations where appropriate and maintain the program site, equipment, COVID-19 sanitation standards, and required program records.
Assist in all areas as assigned.