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. 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 sales, retention, revenue, and service goals. It promotes a member-focused culture, resolves problems, supports program registration and membership procedures, coordinates financial transactions as needed, and helps organize events and represent the YMCA in the community. The role follows YMCA policies, safety and child-protection procedures, sanitation standards, and applicable licensing requirements.
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 and perform frequent physical movement, including walking, standing, bending, kneeling, and stooping.
- Ability to maintain attention to detail while performing multiple tasks and to work independently with appropriate judgment.
- Ability to maintain positive and cooperative working relationships and successfully complete required job-related training or certifications.
Nice To Haves
- Former YMCA experience utilizing SGA Sales.
Responsibilities
- Implement sales and membership strategies that support new-member recruitment and existing-member retention and engagement, including achievement of directed sales, prospect-closing, retention, revenue, and secret-shopping goals.
- 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 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, and procedures, including the Employee Code of Conduct, child-abuse reporting and prevention, emergency procedures, and applicable state licensing standards.
- Make ADA accommodations where appropriate and maintain the program site, equipment, YMCA COVID-19 sanitation standards, and required program records.
- Assist in other areas as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
