Member Engagment Specialist | Poyner YMCA

POSITION SUMMARY:

The Member 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 role maintains a strong daily presence in program spaces, assists with logistics and communication, and builds positive relationships with members, families, and staff. The MES supports 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 program logistics by preparing spaces, organizing materials, and ensuring equipment is clean, functional, and properly 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 in a timely, professional manner, escalating issues to the Program Director when appropriate.
• Help create an inclusive, supportive environment where all participants feel safe, engaged, and connected.

Program Quality

• Ensure all assigned programs follow YMCA policies, safety standards, and risk-management procedures.
• Monitor program spaces for cleanliness, organization, and hazard prevention, addressing issues promptly.
• Assist with 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 and maintain collaborative relationships with community partners, volunteers, and families as appropriate to the program area.

Operational Support

• Assist with program registration processes, member inquiries, and general administrative tasks as assigned.
• 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 annual trainings related to safety, compliance, and child protection as assigned.

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 and assisting with daily member needs.
• Maintain proficiency in Personify Go and Personify 360 to process memberships, registrations, account updates, and accurate financial 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, and identify opportunities to improve the overall member experience.
• Obtain and maintain required certifications within 30 days of hire: CPRO, Basic First Aid, and Administering Emergency Oxygen.

QUALIFICATIONS:

• High School Diploma or GED required and 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 communication skills, 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:

The physical 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 noise levels; may be louder during youth or community activities.
• Regular use of computer, phone, and other office technology.
• Frequent standing, walking, bending, and reaching; occasional lifting or moving up to 40 lbs.
• Some work performed outdoors in varying weather conditions.
• Flexible schedule required — may include early mornings, evenings, weekends.
• Must be able to provide valid identification for employment eligibility verification.
• Must possess a valid driver’s license and have access to reliable transportation.
• A clean driving record is required to meet YMCA insurance standards.
• Travel between branch and/or site locations, and to off-site meetings and events may be required.
• Must reside in the YMCA of the Triangle service area (Raleigh-Durham-Chapel Hill and surrounding areas).
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.