The Membership Manager will be available and visible to members and is responsible for the successful day-to-day management of the Front Desk (24 hours of operation) and Wellness Desk. In this role, the manager is accountable for ensuring that we are providing outstanding customer service in order to drive membership acquisition, increase member satisfaction and member retention. The Manager will be responsible for scheduling, hiring, coaching and developing Membership Department Associates, Membership Specialists and Membership Coordinator. The Membership Manager works effectively cross-departmentally to create seamless and consistent customer service. This person will be accountable for achieving yearly budget goals for the membership department. This position requires the ability to work in a fast-paced environment with an emphasis on conflict resolution.
The Membership Manager role requires an individual with a deep commitment to diversity, inclusion, access and equity.
- Day-to-day management of the operations at the Front Desk and Wellness Desk.
- Assesses staffing and schedules staff at the front desk and wellness desk. The front desk is a 24 hour operation and the wellness desk is scheduled when the facility is open to members. The Membership Manager will fill in when there are gaps in the schedule.
- Responsible for onboarding and training of membership staff to include membership sales, program registrations, cash management, point of sale transaction, rent payments, switchboard operations, and administrative tasks as assigned.
- Oversees the hiring, coaching, and development of Membership Department staff.
- It is the role of the manager to set performance expectations and formally review performance of staff- coaching, training, and developing employees.
- Responsible for implementation and ongoing review of Membership Department employee handbook.
- Requires thorough knowledge of software systems CCC (Christensen Computer Company) and MBO (MindBody Online) for registration, program rosters, point of sale transactions and gathering data for records and reports.
- Requires thorough knowledge of software system Paycom for payroll processing, shift scheduling, and time off requests.
- Works individually with members to create scholarships or payment plans based on need.
- Responds to member complaints and concerns in a timely and professional manner, shares information with other staff as needed.
- Leads in outstanding customer service, creating a welcoming environment, and delighting members. Creates this culture for all staff interactions.
- Ensures that staff is all well versed in emergency procedures and prepared to execute them at any time.
- Recommends new policies/procedures and changes to existing policies/procedures for consideration to supervisor.
- Manages locker rentals in the men’s, women’s and women’s family locker rooms.
- Works closely with other departments to ensure members/residents/guests are given accurate information and MR staff is able to effectively communicate and sell our programs.
- Delegates assignments of special projects to Member Relations Associates, Specialists and Coordinator.
- 5 years customer service experience in a management position - outstanding interpersonal skills, and the ability to effectively engage a diverse population
- Microsoft Office proficient, CPR/First Aid/AED Certified within 30 days of hire
- YMCA experience is strongly preferred
- Demonstrated experience working with and leading team
- Must have the ability to multi-task and work in a fast-paced environment
Salary: $38,000.00 - $47,000.00