The Wellness Experience Floor Lead is responsible for increasing membership growth and retention. Primary responsibilities include strengthening member commitment through authentic personal relationships, as well as connecting and engaging members, serving as the primary point of support for members who utilize the wellness center, training center, and attend group exercise classes. Maintains a clean and safe exercise environment. The Wellness Experience Floor Lead will partner with the Relationship Specialist to create a welcoming, safe and seamless connection experience for new members seeking to develop and maintain healthy lifestyle habits.
Essential Functions
Member Service & Retention
Perform new member uFit sessions in accordance with YMCA of Northwest North Carolina protocol. This could include instructing members in training procedures and exercise techniques.
Lead excellent wellness floor services working on the wellness floor 35-40 hours a week, on the floor engaging with members, uFits, personal training and/or teaching group exercise classes or boot camps.
Help implement the retention plan making sure phone calls and emails are being conducted. Goal is to increase usage per unit, identify those at risk and react, celebrate goals, and reduce barriers. (Association Scheduled Conversion Rate: uFit 1 at 75%, uFit 2 at 65%, and uFit 3 at 60%)
Supports philanthropy and Annual Giving in the process through everyday member engagement. Leads engagement staff to tell the Y story, and identifies Annual Giving Campaign volunteers and prospects.
Assist all members on equipment, answering questions and demonstrating proper use.
Ensure health / medical consent form is properly completed prior to a scheduled appointment; ask member about any health concerns as they may be related to exercise program recommendations.
Remain alert to the overall activity in the wellness center, enforcing wellness center policies and guidelines.
Maintain a clean and safe exercise environment. This can include but not limited to eliminating floor clutter, wiping down equipment and organizing weights to reduce potential hazards.
Report equipment problems and place “out of service” signs according to YMCA of Northwest North Carolina protocol.
Know and follow YMCA of Northwest North Carolina and facility-specific risk management and emergency procedures.
Communicate daily with Wellness and Membership Experience Staff regarding new member uFit appointments; schedule new member uFit appointments and determine next steps to reschedule missed appointments.
Improves the total member experience by ensuring that members are on-boarded correctly, have strong social supports and are involved in relevant Y programming. Help members identify and track healthy living goals.
Perform all other duties as assigned and directed by management.
Member Engagement Skills:
Understand how the Wellness Department partners with the Membership Department to offer a safe and seamless connection to new members.
Motivate and educate members in leading healthy lifestyles; develop wellness plans for various fitness levels and populations.
Build authentic personal relationships with members, volunteers and co-workers; help members and volunteers connect with one another and the YMCA.
Be readily available to assist members and answer questions.
Listen actively and respond to members in a professional, timely manner. Address concerns and complaints quickly and effectively.
Be knowledgeable about all program areas and share information with members.
Take professional initiative to promote programs, personal training, boot camps, classes and clinics during encounters with members. Post information on our social media channels (Facebook and Instagram pages)
Demonstrate effectiveness in team building.
Show understanding of individual and group dynamics.
Encourage everyone to be a full participant in the activity.
Display ease and comfort with people of different backgrounds and abilities.
Be able to articulate the role and importance of volunteers and be informed about volunteer opportunities.
Provide members with opportunities to increase their involvement with the Y, moving them from casual to connected to committed relationships.
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.
Self-Development Skills:
Attend required training sessions, workshops and staff meetings.
Demonstrate an active interest in enhancing current skills and learning new ones.
Maintain accreditations and certifications, if applicable. (Personal Training and Group Exercise, etc.)
Keep apprised of developments and advances in the wellness field.
Keep apprised of developments within the YMCA by attending meetings, workshops and reading relevant communications.
Associate and/or Bachelor’s degree from a college or university; or four years related experience and/or training is preferred.
One or more nationally recognized Personal Training, Group Exercise, Les Mills or Coaching certifications preferred.
CPR/FA/AED/02 (ASHI) required within 30 days of hire.
Experience working directly with clients in a wellness setting, designing customized plans to help them meet their wellness goals, preferred.
Experience working on research studies and/or with patients in a clinical setting preferred.
One to two years of experience in customer service and/or sales, preferred.
Ability to work early mornings, evenings, and weekends as needed.
Excellent conflict resolution and problem-solving skills required.
Strong communication and project management skills, plus an ability to manage multiple demands with ease.
Excellent personal computer skills and experience with standard business software (Microsoft Office) and social media (Facebook and Instagram)
Ability to relate effectively with diverse groups of people from all social and economic segments of the community.
Spanish-speaking skills are a plus.
YMCA Team Leader certification preferred.
