General Function:
Under the supervision of the Membership Experience Director, and in harmony with the mission and purpose of the established policies and goals of the YMCA of the Virginia Peninsula, the Member Experience Coordinator assists with member retention, engagement and membership sales. With an emphasis on ensuring the highest quality service to members and guests, the Membership Experience Coordinator will work closely with other center leaders in efforts to welcome, connect, support, and engage all members and staff.
Qualifications:
1. Minimum of 20 years of age.
2. Minimum of 1 year experience in related field; YMCA experience preferred.
3. Minimum of 1 year supervisory experience preferred.
4. Must possess business professional verbal and written communication skills.
5. Advanced knowledge and ability to interface with basic software programs and phone systems.
6. Ability to perform math skills required to accurately manage money and accounting procedures.
7. Certification in CPR/First Aid/AED/O2 required within 60 days of hire.
8. Complete and maintain required trainings to include: New Employee Orientation (NEO), Bloodborne Pathogens, Child Abuse Prevention (CAP), and Sexual Harassment.
9. Satisfactory completion of a criminal background check and Child Protective Services check.
Essential Functions:
- Supports the mission, vision and goals of the YMCA.
- Promotes a professional work environment through character development by modeling the values of caring, honesty, respect and responsibility.
- Leads in a manner that advances our cause to strengthen the foundations of community through programs that focus on youth development, healthy living and social responsibility.
- Promotes and participates in association task forces, committees and/or workgroups to promote Center and Association unity.
- Promotes and participates in YMCA fundraising efforts to include Annual and Capital Campaigns.
- Follow mandated abuse reporting requirements.
- Provide staff with on-going supervision and training related to abuse risk.
- Act as a leader in emergency situations. Report any accidents or incidents according to Emergency Communication Action Plan.
- Ensure all members, guests, and program participants are in a safe environment and actively follow center Emergency Operations Plan (EOP).
Membership Enrollment, Engagement, and Retention:
1. Supports membership enrollment including meeting/exceeding revenue and membership goals.
2. Works with Membership Experience Director and team to identify, document, and follow up systems associated with prospects, and converting prospects to members.
3. Proactively identifies and resolves member issues and concerns.
4. Provides a visible presence in the center and actively interacts with prospects and members to ensure member and prospect needs are met.
5. Support welcome center and Membership Experience Director as needed with member service.
6. Assist Membership Experience Director in ensuring everyone who enters the building is greeted, checked-in, and prospective members are converted.
Membership Administration:
1. Manages daily business and administrative functions as it pertains to membership to include, but not limited to, reporting, collections, sales, cash handling, daily closeouts and deposits, in adherence to YMCA policies.
2. Collaborate with Center Services to ensure seamless processing of member transactions and administration.
3. Generating membership, enrollment, and revenue reports as needed.
4. Ensuring member accounts and other administrative tasks are up-to-date and accurate.
5. Facilitate member and corporate membership billing and reconciliation of group payments.
6. Serve as a resource and a backup for all YMCA staff in regards to current YMCA operations system.
7. Ensure accuracy of data entry of membership information into current YMCA operations system.
Team Leadership
1. Assist in planning and conducting staff meetings.
2. Attend staff meetings and trainings as scheduled.
3. Assist in hiring, developing, and motivating committed team members passionate about the YMCA’s mission and service to others.
4. Assist in coaching and leading staff in the areas of direct responsibility.
5. Assist in supervising, training and scheduling staff.
6. Oversee the implementation of the daily operations of the Welcome Center.
7. Assist in updating and maintaining the communication between staff and leadership.
8. Actively participates in center leadership activities (to include Supervisor on Duty and occasional special events) as determined by the Membership Experience Director and Membership Experience Executive.
YMCA Competencies (Team Leader):
Engaging Community, Communication & Influence, Inclusion, Collaboration, Emotional Maturity, Critical Thinking & Decision Making, Developing Self & Others, Philanthropy
Supervisory Responsibilities:
1. Carry out supervisory responsibilities in accordance with the YMCA’s policies and applicable laws.
2. Responsibilities include assisting in interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
3. Build positive relationships with other Association staff members; share information with appropriate associates; cooperate with others in the Association.
Skills and Ability Requirements:
1. Ability to read, analyze and interpret documents.
2. Ability to respond effectively to inquiries or complaints.
3. Ability to apply mathematical concepts to practical situations.
4. Ability to reason and define difficult problems with direction.
5. Advanced knowledge of current YMCA membership software.
6. Ability to coordinate and plan events effectively.
7. Ability to meet the physical demands of this position, which include mobility for travel to conferences, touring facilities, properties and participating in promotional and special events sponsored by the Association.
8. Ability to supervise staff.
Effect on End Results:
1. Deepened impact in the community as reflected by increased membership numbers and membership retention.
2. Deepened impact in the community as reflected by growth in program participants.
3. Strong member loyalty to our brand is achieved as measured by NPS and retention rate.
4. Staff feel a loyalty to our cause measured by Association Satisfaction Survey.
5. Staff believe our YMCA is a charity measured by their contributions to the Center’s Annual Campaign.
6. Program Participants have a deeper connection to our cause as reflected by their contributions to the Annual Campaign.
