Under the direction of the Membership Director, and consistent with the Christian Mission of the YMCA, the Member Experience Leader is responsible for providing key leadership to the membership service staff. The Lead will focus on building relationships and providing excellent service to members. The Member Experience Lead will work with and support the Member Experience Team and will support and drive membership sales, acquisition and retention efforts for the assigned branch.

PRINCIPLE RESPONSIBILITIES

• Responsible for establishing and providing excellent customer service via telephone and in-person inquiries.
• Have a commanding knowledge of all information pertaining to YMCA programs and special events.
• Support and drive membership sales, acquisition and retention efforts.
• Responsible for all monetary, program, and registration transactions in Personify while maintaining balanced money bags.
• Manage the Access desk and all functions of that desk.
• Process Financial Assistance paperwork as members submit them at the desk and input necessary Personify data.
• Process Membership Cancellations and Changes as members submit them at the desk.
• Conduct Listen First interviews and tours with perspective member tours.
• Process New membership paperwork and payment information as members submit them at the desk.
• Connect with members on a regular basis based on the goals of the Connection Plan.
• Responsible for supporting the Branch Retention Plan that includes processes for initial engagements; follow up, member contacts, exit interviews and new member tracking.
• Responsible for following up with prospective members who visit the branch through electronic communication, postcards, and phone calls as needed.
• Assist members with concerns and comments using appropriate mediums.
• Close YMCA as the nightly MOD ensuring all members have vacated and all buildings are locked and performing all other closing duties.
• Open YMCA ensuring aquatic and fitness staff are present and accounted for and notifying appropriate director when staff do not show. Performs all other opening duties.

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.

EDUCATION & SKILL REQUIREMENTS:

• Two year college degree OR four years experience in sales, customer service or related field.
• Minimum of two years experience in sales, customer service or related field.
• Computer experience in the Microsoft Office suit.
• Proficient in or willingness to learn Personify Business Application software
• Current knowledge or ability to learn YMCA of Greater Charlotte software applications (Personify, Kronos, YLife, etc.).
• Ability to communicate effectively with customers and co-workers.
• Ability to balance and handle many functions and projects at one time.
• Detail oriented and extremely organized in daily work.
• Excellent customer service skills.
• Ability to make sound decisions in a fast-paced environment.
• Ability to handle and maintain confidential information.
• Ability to take initiative and manage work independently.
• Possess problem solving/conflict solving ability.
• Ability to handle multiple priorities and demonstrate strong time management skills.
• Must be a team player.
• Strong written and oral communication skills.
• Current certifications in First Aid, CPR/AED, Safety First, Child Abuse Prevention or ability to obtain certifications prior to first day of work.

PHYSICAL REQUIREMENTS:

• Ability to walk, stand, and sit (including on the floor) for long periods of time.
• Ability to stand or sit while maintaining alertness for several hours at a time.
• Position may require bending, leaning, kneeling, and walking.
• 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.
• Ability to work irregular work hours, including evenings and weekends on occasion.
• Fluent in English, written and verbal communication.