Under the direction of the Membership Director, the Member Experience Coordinator will be primarily responsible for supporting the branch membership through engagement and acquisition and for the successful achievement of promoting and selling memberships. In collaboration with the director and membership associates, this position will focus on creating and fostering a welcoming environment for all through events, creating member benefits throughout each department, and creating member affinity groups. This position will also work with membership onboarding and engagement / integration into wellness and programming within the Y. This position will act as a secondary supervisor to the membership associates, in the absence of the Membership Director. Also, this position will play a key role in member services at the front desk by delivering excellent customer service and sharing the Y vision and experiences with Y members and the community.
The Cowart Family YMCA is located in a suburban community in the city of Brookhaven. The Y has been in this community for over 30 years and recently underwent a $5 million dollar renovation which includes a new 7,200 square foot wellness center. This facility has 56,000 square feet with an indoor pool and convenient access to Blackburn Park directly across the road. The Cowart Y serves the cities of Brookhaven, Chamblee, Doraville, Dunwoody and Sandy Springs.
- Engage members on regular basis via special events, celebrations in the lobby, raising awareness about the Y’s cause, etc.
- In collaboration with the Membership Director, work with department leads to create ‘member benefits’ in each area and create/foster affinity groups within Y activities and membership levels/age groups.
- In collaboration with the Membership and Wellness Director, this position will create and manage a comprehensive process for membership onboarding and integration.
- This position will work with Membership Associates and act as a secondary supervisor, in director’s absence. This position will work with associates on training and customer service presence.
- Carry out daily program tasks related directly to the position's scope and responsibility.
- Maintain branch and association certifications in CPR/AED, Blood borne Pathogens, branch and association orientation, branch emergency procedures and any other required certifications and/or training required by the Metro Atlanta YMCA.
- Assist as needed in all aspects of the YMCA and its community.
- This position will have a strong presence at the front desk and will regularly be scheduled and serve as a back up to the member services desk.
- Other duties as assigned.
Additional duties based on branch needs:
- Take steps to build committed and connected relationships with members, volunteers and collaborative partners.
- Maintain privacy requirements by not sharing personal information about members including, but not limited to, phone numbers, addresses, program participation, financial information or personal situations.
- Assist in annual branch Why It Matters campaign. Achieve individual and team goals as related to the campaign.
- Attend all staff meetings and trainings as required.
- Regularly attend association membership cabinet and any task forces delegated by the membership
- Communicate in a positive manner and consistently display core values of honesty, caring, respect and responsibility when dealing with members, program participates, volunteers and staff.
- Assists in developing and training, evaluating and communicating with new and current staff to achieve high quality member service.
- Achieves daily, weekly and monthly individual sales goals.
- Promotes and sells Y memberships.
- Assists with activities and programs to increase member retention.
- Must be available to work 4-5 days per week and 1 weekend per month.
- Proven experience working in a fast paced, customer service environment
- Experience with member acquisition and engagement / retention
- Problem Solving Skills
- YMCA experience preferred
- Must obtain any other certifications required for the position
- A working knowledge of computers: MS Word, MS Excel, data base management
- Exemplify YMCA ideals, leadership qualities
- Excellent interpersonal, written and verbal communication skills
- Ability to handle multiple tasks, work independently, problem solve and possess effective time management skills
- Strong customer service skills and personal commitment to service and hospitality.
- Must be at least 18 years of age
- Pass a criminal background and drug screening check
- CPR and SPIRIT training within 30 days of employment and maintain throughout employment