Membership / Wellness Director

YMCA of Northwest North Carolina•Mocksville, NC

1d•Onsite

About The Position

The Member/Wellness Director is responsible for increasing membership engagement, growth, and retention. Primary responsibilities include strengthening member commitment through authentic personal relationships and delivering excellent service to members, guests, and program participants. This role ensures coaching appointments are scheduled and delivered properly, and effectively performs administrative duties, including the use of computer programs for membership and wellness administration. The Director creates a welcoming, safe, and seamless orientation experience for new members and ensures the cleanliness of the Wellness Center.

Requirements

Associate’s degree, two years related experience and/or training, or equivalent combination of education and experience
Computer skills and the ability to learn appropriate computer programs related to the position
Excellent customer service skills
Strong verbal communication skills
Outgoing personality and a desire to be helpful to others
Must be able to stand for the majority of shift
Current certification in CPR/First Aid/AED/Oxygen administration or obtain certification within 30 days of hire
Other YMCA-required training and certifications, as applicable
Ability to work evenings and weekends as needed

Nice To Haves

Bilingual skills preferred

Responsibilities

Greet and assist all members, potential members and staff in a professional and friendly manner
Conduct Y Greets with prospective members, explaining the benefits of membership, the YMCA mission, volunteer opportunities and financial assistance
Ask prospective members to join and make follow-up contact with those who do not
Schedule and manage wellness floor staff and personal trainers to achieve branch goals
Ensure new members are scheduled for their uFit appointments
Develop and manage group exercise schedules while supervising and supporting instructors
Use Listen-First skills with health-seekers and other members to determine goals and connect them with appropriate staff, programs and small communities
Meet regularly with membership/wellness staff to ensure that new members are scheduled for and attend new member uFit sessions
Determine next steps to contact members who have missed appointments
Ensures adequate staffing by creating the Membership and Wellness schedules
Address complaints in a courteous, timely manner
Effectively negotiate and resolve customer service issues
Inform supervisor of unusual situations or unresolved issues
Use appropriate forms to communicate concerns and praise
Process new member ID cards, issue guest passes and register members for services and programs
Respond to phone inquiries using YMCA best practices
Know the facility’s emergency procedures and be prepared to act as the control center during emergency situations
Manage or support Membership/Wellness reports as needed for the branch
Assist with the Annual Impact Fund as directed
Be knowledgeable about program areas and share information with members and other program areas such as aquatics, sports, KidsZone, Group Exercise, etc.
Ensures Kids Zone is properly staffed and follows proper protocol and procedures
Be able to articulate the role and importance of volunteers, and be informed about volunteer opportunities
Be able to articulate the YMCA’s mission, values and benefits
Understand how the Membership Department and Wellness Department work together to offer a safe, seamless orientation to new members
Displays ease and comfort with people of different backgrounds and abilities
Arrange personal introductions between new members and wellness coaches
Build authentic personal relationships with members, volunteers and co-workers; help members and volunteers connect with one another and the YMCA
Take the professional initiative to promote personal training, boot camps, classes, clinics and programs during encounters with members
Provide members with opportunities to increase their involvement with the Y, moving them from casual to connected to committed relationships
Ask members to contribute to the annual campaign
Incorporate YMCA values of caring, honesty, respect, responsibility and faith into all aspects of the position to ensure YMCA values are integrated into our culture and programs
Represent the YMCA at local events, fairs, and community gatherings
Build relationships with community members, partners, and organizations
Act as a friendly, knowledgeable ambassador of YMCA values and mission
Demonstrates an active interest in enhancing current skills and learning new ones
Takes advantage of multiple learning resources (classes, books, mentors, professional interest groups, formal education, etc.)
Maintains accreditations and certifications, if applicable
Keeps apprised of developments within the YMCA by attending required meetings, workshops and reading relevant communications