Member Engagement Supervisor, Oviedo YMCA Family Center

Description

Position Summary

The Member Engagement Supervisor leads the day-to-day rhythm of the Family Center’s member journey - supervising Member Engagement staff, ensuring policies and procedures are consistently followed, and elevating member engagement from first visit through retention. The Supervisor provides front-line leadership for operational readiness, access-control compliance, and service standards; delivers training, coaching, and feedback; and facilitates trainings and staff meetings. The role partners with member engagement leadership on goals, schedules, and reporting to drive acquisition, engagement, and retention outcomes. Supervises Membership Engagement Representatives and Coordinator if applicable, and ensures service standards, access-control, and member onboarding consistency for the Family Center.

Our Culture

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you. We are the Y.

Job Responsibilities  

• Manage member and guest/visitor access control, ensuring all individuals check in appropriately and follow established YMCA policies; monitor exceptions and coach staff on procedures and front-desk readiness.
• Provide daily front-line leadership (including opening and closing shifts); set priorities, assign tasks, coordinate coverage, and ensure desk systems/signage/collateral are ready for service.
• Actively engage with members, modeling friendly, helpful, and solution-oriented support and effective de-escalation.
• Oversee onboarding quality so new members feel welcomed, informed, and connected to programs that match their goals; ensure clear handoffs to program areas (wellness, aquatics, youth, community).
• Partner with membership and program staff to connect members to YMCA offerings, promoting engagement across wellness, aquatics, youth, and community programs. 
• Partner with member engagement leadership to act on member insights (e.g., survey feedback or CRM notes): ensure timely follow-up, track themes, implement quick wins, and recommend process improvements that positively impact the member experience.
• Conduct and coach high-quality tours that highlight facilities, programs, and community impact; assist with enrollment and referral generation to support acquisition and retention. 
• Oversee the sales/engagement rhythm: monitor traffic, tours, conversions, and onboarding attendance; review pipeline hygiene and follow-up cadence; prepare concise reports and action items in partnership with member engagement leadership. 
• Recruit, retain and supervise Member Engagement staff: set expectations, observe performance, deliver timely coaching and feedback, and facilitate trainings and staff meetings to reinforce policy, procedure, and service standards. 
• Ensures membership staff readiness and daily coverage. Ensure policy and procedure adherence at the Family Center desk; communicate updates and verify consistent application across shifts. 
• Coordinate operations: schedules and shift coverage, inventory of membership materials and collaborate with member engagement leadership on priorities and reporting. 
• Maintain accurate, timely records in membership systems, documenting tours, onboarding, events, and engagement interactions. 
• Attend required trainings and remain current with certifications, compliance requirements, and professional development expectations; support tracking of staff completion. 
• Handle sensitive and protected information in alignment with YMCA policies and the Employee Handbook. 
• Maintain a professional appearance at all times in accordance with YMCA dress code standards. 
• Represent the YMCA’s mission and core values through professional conduct, a positive presence, and consistent delivery of excellent service. 
• All other duties as assigned by management. 

Requirements

• Bachelor’s degree in related field preferred -or- equivalent combination of education and experience
• YMCA Membership or Operations experience preferred
• Minimum of 2 years experience in sales, customer service, or relationship management required.
• Proficiency with computer systems and data entry; experience with CRM or membership management software preferred.
• Strong interpersonal and communication skills, with the ability to inspire confidence and build relationships quickly.
• Comfortable engaging with individuals, families, and diverse communities in a positive and approachable manner.
• Ability to work a flexible schedule including evenings, weekends, and holidays as needed.
• Microsoft Office proficiency required; Salesforce or similar CRM experience preferred

Work Environment & Physical Demands

• Must be willing to work a flexible schedule, which may include weekends and holidays as needed.
• Must be willing to work an on-call schedule rotation as required.
• The noise level in the work environment is usually moderate to loud. 
• The physical activities of this position include: stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, and repetitive motions. Talking is required for expressing or exchanging ideas by means of the spoken word. Hearing is required to perceive information at normal spoken word levels, with or without correction.
• Required to sit or stand for extended periods of time while demonstrating manual dexterity in order to accurately work on the phone, computer keyboard, and other equipment. 
• The employee must be able to perform light work: exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• The employee is required to have close visual acuity, along with the visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned, preparing and analyzing data and figures, transcribing, viewing a computer screen, extensive reading, or to make general observations of facilities or structures. 
• Must possess auditory and verbal capabilities in order to adequately communicate in person, via phone, and through electronic communication platforms.
• The employee is not substantially exposed to adverse environmental conditions.

Disclaimers

• Must complete successful background screening, which includes criminal and employment verification. Some positions may additionally require a successful credit check screening. 
• All of the above duties and responsibilities are essential job functions subject to reasonable accommodation. The YMCA promotes an equal employment opportunity work place which includes reasonable accommodation of otherwise qualified disabled applicants and employees. Please see your manager should you have any questions about this policy or these job duties.
• This job description may not be all-inclusive and employees are expected to perform all other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.