Membership Experience Coordinator

Position Summary

Under the direct supervision of the Membership Director, the Membership Coordinator is responsible for assisting the Membership Director in the planning, administration, implementation and evaluation of various membership, customer service and building supervision functions of the branch.  Key responsibilities will involve planning and implementing programs to effectively meet the needs and objectives of the members.

Qualifications

  • High school diploma required.  Associate degree preferred.

  • Minimum of two years previous experience in customer service or non-profit field.  Previous YMCA professional experience preferred. 

  • Must be able to relate effectively to diverse groups of people and use sound judgment when making complex decisions. 

  • Ability to work in a very fast paced environment is required. 

  • Must be computer literate to perform basic functions (i.e. type letters, envelopes, labels, lists etc.).

  • Must be able to learn the YMCA’s database software for member information, member enrollment, program registration, etc. 

Essential Functions

Welcome Desk Responsibilities

  • Staff the Welcome Desk during scheduled weekly hours, serving as the first point of contact for members, guests, and visitors to the YMCA.

  • Create and maintain a welcoming, friendly, and professional environment at the Welcome Desk, ensuring a positive experience for all who enter the facility.

  • Actively promote YMCA programs, services, and memberships to visitors, encouraging participation and engagement in various offerings.

  • Provide accurate and helpful information to inquiries about YMCA programs, services, facilities, and membership options, both in person and over the phone.

  • Assist members and guests with registration, enrollment, and payment processes for programs and memberships, using YMCA software systems as needed.

  • Handle inquiries, requests, and concerns from members and guests in a courteous and efficient manner, resolving issues or escalating to appropriate staff as necessary.

  • Maintain cleanliness and organization at the Welcome Desk area, including ensuring that informational materials are stocked and displayed appropriately.

  • Collaborate with other staff members and departments to ensure smooth operations and high-quality customer service throughout the facility.

Programming

  • Work with Director of Youth and Family Development to develop comprehensive strategies for annual family and youth programs, aligning with organizational goals and community needs.

  • Plan and execute engaging activities, events, and initiatives, ensuring inclusivity and accessibility.

  • Collaborate with stakeholders to identify program objectives, themes, and content, incorporating feedback to enhance program quality.

  • Coordinate logistics, including scheduling, venue selection, staffing, and resource allocation, to ensure successful program implementation.

  • Monitor program effectiveness and participant satisfaction, collecting and analyzing data to inform future program enhancements.

  • Provide leadership and support to staff and volunteers involved in program planning and execution, fostering a collaborative and positive work environment.

Supervision

  • Provide guidance and direction to nursery staff, including setting clear expectations, establishing goals, and monitoring performance

  • Conduct regular staff meetings and training sessions to facilitate communication, skill development, and team cohesion

  • Implement and maintain operational procedures for the nursery, including scheduling, safety protocols, and inventory management

  • Address any issues or concerns raised by nursery staff, parents, or guardians in a timely and professional manner, seeking solutions to enhance the overall nursery experience

Membership Management

  • Plan and carry out monthly membership retention activities, including but not limited to:

    • New member letters/phone calls

    • Membership retention communication plan

      • Frequent Y-er Club

      • Collaboration with Healthy Living for cross-departmental retention activities

Data Management

  • Maintain towel and locker rentals

  • Maintain usage reports for whirlpool, game room, gymnasium and day/guest/DOT passes

  • Process new membership applications and membership cancellations

Benefits

  • Free YMCA adult membership

  • Free nursery services

  • Free group exercise classes

How to Apply

Submit resume to Director of Membership and Marketing, Alex Geisler, at ymcageisler@casscomm.com