The Membership Development Specialist role is responsible for building member retention by facilitating excellence throughout all member service operations and executing successful day to day functions at the Welcome Center.
Staff: Support the development, recruitment, and training of a membership staff team which exhibits a welcoming, positive, mature, and empathetic attitude, while displaying high knowledge of our cause-driven services.
Environment: Continually maintain a clean, safe, organized, welcoming environment that speaks to all members. Areas of accountability include Welcome Center, Front Lobby, Back Lobby, and associated membership bulletin boards within locker rooms and main hallway.
Relationship Building: Through the use of Listen First and Living Our Cause, establish positive collaborations between staff to staff, staff to member, and ultimately member to member.
Data: Continually compile and use results to close service area gaps such as Welcome Center standard operating procedures, interview/tour conversions, knowledge of staff during membership transactions, overall membership satisfaction, and membership cancellations.
- Collaborate with the management team to uphold high level of service standards in securing monthly new member sales, retention and service goals, and address SEER/Membership survey results and needs.
- Assist with the organization and planning of monthly staff meetings, staff trainings and securing staff for shifts.
- Support the training of Welcome Center staff on DAXKO Operations, sales, new member interviews, member engagement, stopping membership cancellations; as well using Listen First to accurately determine the reason of cancellation, and customer service.
- Develop staffing schedule and ensure adequate staffing of the Welcome Center, via WhenToWork
- Serve as Member Engagement Representative and/or MOD when needed to ensure proper coverage in case of unassigned or uncovered shifts.
- Lead and/or support organization-wide, membership focused wellness initiatives and impactful, interactive and high-quality Membership Appreciation Days.
- Walk through the facility regularly to ensure the safety and security of the facility; Engage with members and build relationships; check signage, solicit feedback of membership experience.
- Support with the monitoring and updating of DAXKO operations as needed in regards to cancellations and changes.
- Serve as a point person in approving space requests for the organization particularly in relationship to programs and services; will complete this through following program planning worksheets and current software (Schedule FM).
- Oversee scheduling, staffing and overall success of all birthday parties and rentals
- Aid in the update of the Membership Engagement Representative Training Manual
- Ensure staff are following Cash Handling Standards of Procedure and cash boxes are kept accurate
- Personally follow up on member concerns and issues within 24 hours.
- Attend meetings as required.
- Attends necessary outside trainings and/or events as requested by the Director of Membership Development.
- Performs all other duties as assigned by supervisor and follow policies set forth in the Employee Handbook.
- Knowledge of research methods and a high degree of computational efficiency in Microsoft office products.
- Background in customer service, sales, and fitness training preferred.
- Supervisory experience preferred
- Listen First/Living our Cause training within 6 months of the date of hire.