Membership Experience Coordinator

Overview:

The Membership Experience Coordinator (MEC) serves as a key leader in delivering an exceptional member journey from entry to engagement to retention. This position provides frontline leadership in membership services while supporting Healthy Living programs and staff to ensure members feel welcomed, connected, and successful in achieving their goals.

The MEC models world-class customer service, supervises and develops membership and wellness staff, supports program innovation and quality, and ensures operational excellence in both service and fitness environments. In the absence of senior leadership, the MEC may serve as Manager on Duty and emergency point of contact for the facility.

This job announcement is not intended to be inclusive of all functions, responsibilities and qualifications associated with the position, however, representative of the essential job functions and typical criteria considered necessary to successfully perform the position.

Responsibilities:

Member Experience & Engagement

1. Serve as the primary leader of customer service excellence within the YMCA facility.
2. Maintain an active presence in the lobby and program areas, greeting members and
guests and ensuring a welcoming, positive environment.
3. Model and coach frontline staff in member engagement standards, service
consistency, and relationship building.
4. Support membership recruitment, onboarding, retention, and daily care priorities.
5. Implement and uphold member experience best practices, including DAXKO
operations and front desk procedures.
6. Communicate YMCA mission, core values, programs, amenities, and community
impact clearly and enthusiastically.
7. Address member concerns with tact, professionalism, and effective problem-solving.
8. Supervise a safe environment for all members, participants, volunteers, and staff.

Healthy Living & Program Support

9. Support the development, implementation, and evaluation of innovative Healthy
Living programs.
10.Assist in planning, scheduling, and promoting small group training, personal training,
and group exercise programs.
11. Provide Healthy Living orientations and promote wellness services to members.
12.Remain current on health and wellness trends and YMCA/ACSM guidelines.
13. Monitor program delivery, participation, quality, mission alignment, and budget
impact; respond effectively to feedback.
14.Assist in maintaining and ensuring cleanliness of fitness equipment and program
areas.
15.Represent and articulate Healthy Living initiatives to community partners and
stakeholders.

Staff Leadership & Development

16.Supervise and coach frontline membership and wellness staff to meet performance
and safety expectations.
17. Train staff in customer service standards, YMCA values, communication practices,
and software proficiency.
18. Ensure all required certifications (CPR, First Aid, AED, etc.) are current for staff.
19. Foster a positive, accountable, and team-oriented work culture.
20. Manage multiple priorities efficiently while maintaining strong organizational
standards.

Administrative & Operational Excellence

21. Maintain proficiency in DAXKO and other YMCA software systems.
22.Assist in developing and implementing communication and marketing strategies for
membership and Healthy Living.
23.Serve as Manager on Duty when required.
24.Support financial soundness by aligning programs and services with growth and
retention goals.

Qualifications:

● Associate’s degree or equivalent experience required; Bachelor’s degree preferred.
● 3+ years of customer service experience.
● 1–2 years of leadership or supervisory experience.
● Experience in health, wellness, fitness, or related field preferred.
● CPR, AED, and First Aid certification (or ability to obtain within 30–90 days of hire).
● Working knowledge of Microsoft Office and point-of-service software (DAXKO
preferred).
● Ability to relate effectively to diverse groups from all social and economic segments
of the community.

Benefits:

• Free YMCA Staff Membership
• Program discounts
• Employee Assistance Program
• Generous retirement benefits - 12% after eligibility is met
• Paid Vacation, Sick Days, and Holidays
• Medical, Dental & Vision Insurance
• Disability Benefits
• Life Insurance 
• Career development and training opportunities

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.

Posted Salary Range: USD $57,784.00 - USD $59,000.00 /Yr.