Member Engagement Specialist | Kerr Family YMCA

POSITION SUMMARY:

TheMember Engagement Specialist(MES)supports the daily delivery of high-quality YMCA programs by providing hands-on leadership in assigned program areas, ensuring safe, engaging, and inclusive experiences for all participants. This rolemaintainsa strong daily presence in program spaces,assistswithlogisticsand communication, and builds positive relationships with members, families, and staff. TheMESsupports program operations through direct service, administrative tasks, and collaboration with Program Directors, helping ensure smooth execution of activities and alignment with YMCA standards and mission.

ESSENTIAL FUNCTIONS:

Program Delivery

• Maintain a consistent daily presence in assigned program areas to ensure high-quality, safe, and engaging experiences for participants.
• Lead hands-on program activities, following established curriculum, schedules, and safety procedures.
• Support programlogisticsby preparing spaces, organizing materials, and ensuring equipment is clean, functional, andproperly stored.
• Provide responsive, friendly service to members, participants, and families throughout daily program operations.

Participant Experience

• Build positive, welcoming relationships with participants, families, and members through proactive communication and attentive service.
• Address questions, concerns, and needs ina timely, professional manner, escalating issues to the Program Director whenappropriate.
• Help create an inclusive, supportive environment where all participants feel safe, engaged, and connected.

Program Quality

• Ensure allassignedprogramsfollow YMCA policies, safety standards, and risk-management procedures.
• Monitor program spaces for cleanliness, organization, and hazard prevention, addressing issues promptly.
• Assistwith routine program evaluations by collecting feedback, tracking participation data, and reporting trends or concerns.

Communication & Collaboration

• Maintain regular, clear, and concise communication with Program Directors and other team members.
• Collaborate with staff across departments to support smooth operations, shared initiatives, and member engagement efforts.
• Participate in required meetings,trainings, and professional development opportunities.
• Build andmaintaincollaborative relationships with community partners, volunteers, and families asappropriate tothe program area.

Operational Support

• Assistwith program registration processes, member inquiries, and general administrativetasks asassigned.
• Support the implementation of marketing, outreach, and engagement strategies to promote programs and increase participation.
• Follow established procedures for financial transactions, facility access, and program documentation when applicable to the role.
• Maintain a reliable, consistent work schedule that includes evenings and weekends based on program needs.

Additional Responsibilities

• Perform other duties as assigned to support program operations and the YMCA's mission.
• Completion of all required annualtrainingsrelated to safety, compliance, and child protection as assigned.
• This job description may bemodifiedwhenappropriate byHuman Resources.

PROGRAM SPECIFIC RESPONSIBILITIES:

• Build strong, positive relationships with members by providing proactive support, conducting facility tours, responding to inquiries, and promoting programs, services, and engagement opportunities.
• Lead membership onboarding initiatives-including Y Connects, 8 Weeks to a New You, and other engagement programs-while following branch protocols for sales leads, follow-up, and cross-selling.
• Support Welcome Center, Access Desk, Gym, and Wellness Floor operations by delivering consistent, high-quality service andassistingwith daily member needs.
• Maintainproficiencyin Personify Go and Personify 360 to process memberships, registrations, account updates, andaccuratefinancial transactions, including shift close-out and reconciliation.
• Provide reliable facility coverage, including opening/closing responsibilities and scheduled evening/weekend shifts, to support member engagement during peak usage times.
• Collaborate with Membership and Program Directors to implement customer service plans, address member feedback, support part-time staff training, andidentifyopportunities to improve the overall member experience.
• Obtain andmaintainrequired certifications within30 daysof hire: CPRO, Basic First Aid, and Administering Emergency Oxygen.

QUALIFICATIONS:

• High School Diploma or GEDrequiredand 1-2 years of related experience.
• Passion for building community and fostering meaningful relationships through programs and services.
• Experience supporting program delivery and staff development in a team-based environment.
• Ability to coordinate staff, programs, and schedules effectively in a dynamic setting.
• Strong communicationskills, including written, verbal, and public-facing interactions.
• Demonstrates initiative, sound judgment, and strong organizational and time-management skills.
• Builds inclusive, mission-driven relationships with youth, families, and community members from diverse backgrounds.
• Bilingual or multilingual skills preferred, but not required.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

Thephysical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job.

• Primarily office and program settings with frequent interaction in gyms, classrooms, and outdoor spaces.
• Moderate noiselevels;may be louder during youth or community activities.
• Regular use ofcomputer,phone, and other office technology.
• Frequent standing, walking, bending, and reaching; occasional lifting or moving up to 40lbs.
• Some work performed outdoors in varying weather conditions.
• Flexible schedulerequired- may include early mornings, evenings, weekends.
• Must be able to provide valid identification for employment eligibility verification.
• Mustpossessa valid driver's license and have access to reliable transportation.
• A clean driving record isrequiredto meet YMCA insurance standards.
• Travel between branch and/or site locations, andto off-site meetings and eventsmay berequired.
• Mustresidein the YMCA of the Triangle service area (Raleigh-Durham-Chapel Hill and surrounding areas).
• This position is 100% in person, with the flexibility to work at various branches and program locations across the YMCA of the Triangle as needed.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Salary & Benefits

This is a full-time non-exempt position with a salary starting at $17.85/hr , commensurate with experience and qualifications. The YMCA of the Triangle offers a generous benefits package including medical, dental and vision insurance; paid time off; an annual YMCA membership; and participation in the YMCA Retirement Fund, including a 12% employer contribution once eligibility requirements are met.

Salary : $18