Under the direction of the Membership Director and consistent with the Christian Mission of the YMCA, the Member Experience Coordinator will assist a team of front-line staff to ensure members receive a “best in class” experience. This leader will achieve sales targets through established system for prospecting, appointment generation, tours and sales through legendary customer service. The Member Experience Coordinator will achieve retention targets that aim to increase long-term YMCA engagement by connecting members to people, programs and services with a purpose. As a member of the branch leadership team, the Member Experience Coordinator will help create a diverse and inclusive YMCA community to grow our local impact, activate our global network, and multiply our mission.

ESSENTIAL FUNCTIONS:

Programmatic Responsibilities

• Lead and execute a communication strategy, ensuring member touch points which build relationships with members and program participants and focused on enhancing their connection to the Y.
• Develop, innovate and lead all branch staff in member engagement and retention strategies.
• Ensure program portfolio aligns with Regional and Association strategies, structure, safety standards and quality standards.
• Foster a culture of cause-driven membership through volunteerism and community service.
• Communicate to members about and sell YMCA programs for adults, teens, children, seniors and special populations that drive growth in membership and program participation.
• Assist in the development of personal training strategies for implementation by the sales and service team that will contribute to meeting and exceeding monthly/annual goals, including personal training sales, retention, connection and engagement.
• Create engagement strategies for new and current members including all aspects of the connect appointment/member onboarding.
• Ensure compliance with YMCA Member Services Department and Healthy Living operating policies and procedures
• Build and maintain relationships with community and corporate partners with specific focus on off-site fitness programs, community health and corporate wellness.
• Partner with marketing and communications department to ensure effective promotion and visibility.
• Take on additional program area responsibility as branch priorities and needs change.

Leadership Responsibilities

• Lead through the YMCA core values: caring, honesty, respect, responsibility and faith. Model relationship-building skills in all interactions.
• Assist the Fitness Experience Director in leading the Member Experience and Healthy Living departments by developing staff, specifically around sales execution, executing business plans and driving a culture of service.
• Monitor the fitness, personal training and wellness departments.
• Ensure adherence to established policies and procedures, equipment maintenance and repair, and communication with members and staff.
• Assist in the recruitment, hiring and training of a highly skilled and trained staff team of servant leaders.
• Contribute insight to performance evaluations and individual development plans for member experience and healthy living departments.
• Assist in the planning and organizing of staff meetings to ensure consistent communications, directions and accountability.

Operational Responsibilities

• Work symbiotically with the Member Experience and Healthy Living teams to develop, implement and manage operating plans that promote program and membership growth for the YMCA.
• Ensure a culture of inclusion that builds and celebrates diversity within the Y and our community.
• Adhere to and monitor the annual budget for areas with focus on efficient spending. Demonstrate fiscal management skills.
• Provide leadership and support to the annual fundraising campaign and volunteer committees/boards as assigned.

YMCA COMPETENCIES:

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and
perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to
another. Embraces new approaches and discovers ideas to create a better member experience.

Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an
openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

REQUIRED QUALIFICATIONS:

• Two-year college degree in health and/or fitness related field, or equivalent experience in related field is required.
• Two years’ experience in a fitness and/or membership-focused role to include personal training, group exercise, community health, sales process training, and other related programs.
• Ability to attain nationally-recognized group fitness certification and/or personal training certification within one year of hire.
• Demonstrated experience in recruiting, hiring, training and development of volunteers and staff.
• Excellent verbal, written and interpersonal communication skills.
• High level of organization demonstrating sound judgment, initiative and independent thinking
• Ability to develop short and long term plans.
• Ability to effectively work/interact with diverse populations.
• Computer skills to include efficient use of Microsoft Windows, Excel, Word, Outlook and database management.
• High ethical standards and possess strong personal and professional integrity.
• Current certifications in CPR/AED and First Aid, or ability to obtain such upon hire.

PHYSICAL REQUIREMENTS:

• Ability to work a 40-hour week with irregular work hours.
• Ability to walk, stand, and sit (including on the floor), while maintaining alertness for extended periods of time.
• Must be able to lift and carry food and supplies weighing up to 20 pounds.
• Position may require bending, leaning, kneeling, and walking.
• Ability to speak concisely and effectively communicate.
• Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency
• Ability to view/enter data for long periods of time.