Under the direction of the VP of Operations, the Member Services Coordinator leads staff in attracting, engaging and retaining members. This includes driving a superior member experience, increasing membership enrollment, and enhancing membership connection/engagement, thereby increasing membership and program satisfaction and retention. This position ensures that membership administration operates efficiently and employs a continuous improvement model to meet and/or exceed goals for satisfaction, connection and engagement.

Critical areas of expertise include: relationship-driven service, peer and community influence, enhancing the member experience, retention strategies, leading others and ability to work well with various departments, successfully overseeing part-time teams and interviewing, hiring and onboarding staff.

ESSENTIAL FUNCTIONS:

Program Quality and Growth

• Welcome Center Operations: Leads the welcome center operations to ensure membership engagement, acquisition, retention, and continuous improvement.
• Membership Enrollment: Drives membership enrollment including meeting/exceeding established goals.
• Conducts new, returning, and prospect cause-driven member tours and assisting in ensuring a seamless transition based on member-specific needs and interests.
• Identify and attend community events to promote Y membership.
• Solicit and track member prospects, follow-up with prospective members to tour and inform about the YMCA
• Providing enrollment and marketing support as needed including web and/or social media communications and engagement.

Operations/Team Leadership

Administration: Manages daily business and administration functions, welcome center operations to ensure best membership experience.

• Supervises/coaches team and ensures welcome center operations align with member experience, member acquisition, and member administration goals.
• Ensures adherence to all YMCA policies and procedures regarding the safety, health and welfare of members, program participants, guests and staff.
• Hire, develop, motivate, schedule and retain a team of membership staff committed to the YMCA’s mission.

Membership Engagement and Retention: Increases member connection and commitment to YMCA programs and services ensuring the member experience is consistent, integrated and aligned to YMCA goals including:

• Review and gather data about member satisfaction from the Listen 360 reports. Communicate with staff and members to resolve issues and ensure connection to programs, services, and other members.
• Work with leadership staff, program operations, and other related teams to ensure the member experience is consistent, integrated and aligned with member needs.
• Oversees new and returning member orientation to ensure effective onboarding to include wellness and program teams.

Safety and Risk Management

• Ensures all YMCA of the Chesapeake program standards and best practices are implemented and followed. Applies YMCA policies and procedures, including those related to best practices, emergency procedures, medical and disciplinary situations and child abuse prevention.
• Ensures staff are properly trained and prepared for emergency situations. This includes implementing and following training requirements in addition to ensuring proper reporting of all incidents/accidents according to risk management procedures.
• Completes all job related, supervisory and other trainings as required.
• Performs all other duties as assigned.

This position may require availability to work flexible hours including evenings, weekends, and holidays as needed.

YMCA COMPETENCIES (Leader):

Mission Advancement > Models and teaches the Y’s values. Ensures a high level of service with a commitment to improving lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fundraising.

Collaboration > Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance, and support.

Operational Effectiveness > Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.

Personal Growth > Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. 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.

QUALIFICATIONS:

• 2 to 4 years of experience in a YMCA leadership role or relative experience.
• At least 21 years of age
• CPR, First Aid, AED certifications and Child Abuse Prevention training within 30 days of hire date.
• Previous experience with diverse populations preferred.