Member Experience Leader

Job Description

Job Description

Description:

Imagine going to work knowing that what you do each day positively influences the lives of

children in your community. Working at the YMCA you’ll discover more than a job – you will

have the opportunity to make a lasting difference in the community.

Why Work for the Y

The Y is a dynamic and diverse human service organization committed to nurturing the

potential of kids, promoting healthy living and fostering a sense of social responsibility. The

Y is a team effort, right down to our members. The care and concern we show for our

members is our success gauge. In order to maintain our success, we must recruit and

hire the best employees in the area. The Y commits itself to doing so by providing

our employees competitive wages, benefits and opportunities for advancement

through our training programs and internal promotions.

OUR CULTURE:

Our mission and core values are brought to life by our culture. In the Y, we strive to

live our cause of strengthening communities with purpose and intentionality every

day. We are welcoming: we are open to all. We are a place where you can belong

and become. We are genuine: we value you and embrace your individuality. We

are hopeful: we believe in you and your potential to become a catalyst in the world.

We are nurturing: we support you in your journey to develop your full potential.

We are determined: above all else, we are on a relentless quest to make our

community stronger beginning with you.

POSITION SUMMARY

Delivers excellent service to all members, guests, and program participants. Responds to

member and guest needs, promotes memberships and programs, and maintains cleanliness

and organization of the facility. Responsible for membership sales, renewals, and prospect

follow up as directed. Provides administrative support for membership and programs to

create an optimal experience for guests.

ESSENTIAL FUNCTIONS

1. 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.
2. 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.
3. Fosters a climate of innovation and resolves problems to ensure exemplary member satisfaction.
4. Promotes program and membership enrollment in interactions with existing and potential members in conjunction with marketing efforts to maximize sales.
5. Coordinates program registration, including logistics to support phone, walk-in and web registration.
6. 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.
7. Assists in organizing membership events at the YMCA and occasionally represents the YMCA at community events to promote the YMCA.
8. Participates in staff meetings and/or related meetings as requested.
9. Completes employee training as required, including New Staff Orientation, Blood Bourne Pathogens and Child Abuse Prevention, among others.
10. 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.
11. Assists in all areas as assigned.

Requirements:

LEADERSHIP COMPETENCIES

• Engaging Community
• Communication & Influence
• Collaboration

QUALIFICATIONS

• 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
• Former YMCA experience utilizing SGA Sales preferred

WORKING CONDITIONS

1. Requires a person of maturity and good judgment, who can operate with a minimum of guidance from the Engagement Director
2. Requires ability to exercise appropriate independent judgment, to assess facts and issues, and make non-routine decisions regarding day-to-day operational problems and issues
3. Requires effective team-building and team leadership skills
4. Must maintain cooperative, functional relationships with senior leadership team, peers, and subordinates
5. Must maintain positive, energetic attitude toward YMCA work, goals, and values
6. Performs the duties of direct reports as needed

PHYSICAL DEMANDS

• Walk, stand, kneel, and stoop
• Maintain continuous operations requiring attention to detail and multi-tasking
• Must be able to lift, pull and move up to 50 pounds
• Must be able to stand or sit for long periods of time
• Must be physically able to successfully complete required certifications

BACKGROUND CHECKS

An offer of employment is contingent upon receipt of satisfactory results to meet minimum

requirements of the position. They may include criminal background and reference checks,

E-Verify, drug test, driver’s license record, and/or a Child Protective Services Check (CPS).

Additional driver’s license check, CPS, criminal background check, alcohol, and/or drug

testing may be required to be processed in the future in order to meet and/or maintain the

requirements of this position.