Patron Experience Expert, Children Engagement and Enrichment

Patron Experience Expert, Children Engagement and Enrichment

Location: 92nd Street Y - New York, NY

Salary Range: $18.00 - $25.00 per hour + annual bonus potential of up to 20% of base salary ($7,500 - $10,000 annual bonus potential); Minimum rates may vary based on local wage laws. Pay depends on factors including site location, specialty, certifications, work experience, and other business needs.

Role and Responsibilities

The Patron Experience Expert, Children's Engagement and Enrichment, serves as a frontline sales representative responsible for driving enrollment across 92NY's children's programs, including summer camp, classes, and family-focused experiences. This role supports the revenue goals of the Children's Engagement division by managing inbound and outbound leads through Salesforce, Campsite and Tessitura, conducting consultative sales conversations and engaging in grassroots outreach efforts. Working closely with the Patron Experience Director of Children's Enrichment and Engagement and Marketing, this individual contributes to enrollment growth while delivering a high-quality patron experience.

Specific Responsibilities

• Establish sales opportunities by identifying and engaging prospective families, researching needs, and recommending appropriate programs
• Execute sales strategies developed by leadership to drive enrollment and engagement
• Serve as a primary point of contact for prospective families from initial inquiry through enrollment
• Advance leads through the sales pipeline through consistent follow-up and relationship-building
• Support ongoing patron engagement to encourage retention and repeat enrollment
• Maintain and update all prospect and enrollment activity in Salesforce and Campsite to ensure accurate pipeline tracking
• Plan and participate in prospective family events such as Fall Fest, Countdown to Camp, and seasonal engagement initiatives
• Conduct consultative conversations to understand family needs and recommend suitable programs, camps, and classes
• Manage inbound and outbound leads, including phone and email inquiries, ensuring timely and effective follow-up to convert interest into enrollment
• Ensure all prospective and current campers and their parents receive responsive and attentive customer service to provide a positive and rewarding experience prior to, and during, the camp season
• Prepare key reports through the collecting, analyzing, and summarizing of sales and participation data
• Represent 92NY at tours, school events, community fairs, and recruitment activities to support grassroots outreach
• Administer emergency care to members and guests in need of assistance
• Work as a team with all other departments
• Other duties and responsibilities as assigned by the supervisor

Other Functions

• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, and participating in professional networks
• Engage with prospective and enrolled patrons to address questions, manage enrollments, and ensure positive interactions
• Develop and deliver a strategy for expanding the 92NY's reach to new markets by conducting recruitment events and working with the Marketing department to create targeted marketing collateral
• Support outreach efforts by participating in recruitment events and assisting Marketing with targeted campaigns
• Contribute to achieving enrollment and revenue targets through proactive outreach, follow-up, and event participation
• Ensure all prospective and current patrons receive responsive and attentive customer service prior to and during program participation
• Collaborate with administrative staff year-round
• Be knowledgeable about all programs and activities offered by 92NY and Active Wellness
• Assist with keeping the club well stocked and clean
• Attend Active Wellness site meetings and training
• Handle injury and illness and security incident reporting

Qualifications

Qualifications and Education Requirements

• Associates Degree or higher and/or equivalent work experience in a cultural or community center work environment
• 24+ years of experience in sales, enrollment, or customer-facing roles
• Experience with children's programming and summer camp experience is a plus
• Experience in using multiple customer relationship management systems. Salesforce, Campsite and Tessitura is a plus but not required.
• Collaborative work style
• Must be detail oriented, organized and highly responsive with a commitment to customer service
• Strong written and verbal communication skills
• Proficient in Microsoft Office Suite and familiarity with member management systems
• Results-oriented, ability to multitask, and commitment to the fitness industry
• AED/CPR/First Aid Certified
• Proof of citizenship or legal status

Physical and Working Conditions

• Ability to take responsibility for the health and safety of others
• Ability to stand for several hours in the same shift; ability to lift 25 lbs
• Fitness club environment
• Must follow OSHA and Active Wellness safety standards

Benefits

• Health, Dental and Vision Insurance (Full Time)
• Health Flexible Spending Account (Full Time)
• Paid Time Off (Full Time)
• Parking & Transit Flexible Spending Accounts
• 401(k) (Eligible after 1 year of service + 1000 work hours)
• Legal Support Plan
• Employee Assistance Program & Mental Health Support Service
• Complimentary Club Membership and Discounts on Active Products (where applicable)

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

Active Wellness LLC is an equal opportunity employer.