Membership Experience Leader
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 implements sales and membership strategies to recruit new members and retain and engage existing members, while supporting goals for sales, prospect closing ratios, 13-month retention, membership revenue, and secret shopping. It models member-focused relationship-building, resolves problems, promotes enrollment, coordinates program registration, supports membership procedures and financial transactions, and assists with YMCA and community events. The role follows YMCA policies and standards, completes required training, maintains program sites, equipment, sanitation standards, and records, and assists in other areas as assigned. The position operates in a YMCA facility and regularly interacts with team members, leaders, members, program participants, vendors, and other stakeholders. It requires flexible hours, potentially including evenings, weekends, and holidays. Physical demands include frequent movement and the ability to lift, pull, carry, and move up to 50 pounds. Employment is contingent upon satisfactory performance and any applicable screening and position requirements. The stated wage range 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 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.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- Ability to lift, pull, carry, and move up to 50 pounds.
- Ability to work independently with appropriate judgment and maintain positive, cooperative working relationships.
- Ability to successfully complete required job-related training or certifications.
- Employment is contingent upon satisfactory performance and successful completion and maintenance of applicable position requirements, which may include background screening, driver's license review, CPS screening, drug and/or alcohol testing, or other screenings as required.
Nice To Haves
- Former YMCA experience utilizing SGA Sales preferred.
Responsibilities
- Implement sales and membership strategies supporting recruitment, retention, and engagement, including achievement of sales, prospect-closing, 13-month retention, 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 exemplary 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 needed on financial transactions.
- Assist in organizing membership events and occasionally represent the YMCA at community events.
- Participate in staff or related meetings as requested.
- Complete required employee training, including New Staff Orientation, Blood Bourne Pathogens, and Child Abuse Prevention training.
- Follow YMCA standards, policies, and procedures, including conduct, child-abuse prevention and reporting, emergency procedures, and applicable state licensing standards.
- Make ADA accommodations where appropriate and maintain the program site, equipment, COVID-19 sanitation standards, and required records.
- Assist in all areas as assigned.
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What This Job Offers
Job Type
Part-time
Education Level
No Education Listed
