What are the responsibilities and job description for the Member Engagement Specialist position at YMCA?
Position Summary:
The Member Engagement Specialist enhances member retention and satisfaction by fostering connections, promoting community-driven programs, and delivering exceptional service. This role focuses on supporting members in achieving their goals through tailored programs and recognition, creating an inclusive environment where everyone feels valued and connected, and building meaningful relationships that encourage positive interactions within the YMCA community.
Key Responsibilities:
- Cause-Driven Tours:
- Train and lead staff to give transformational tours that emphasize the YMCA’s mission and community impact, rather than transactional interactions.
- Member Orientations & Engagement:
- Drive member retention by ensuring consistent engagement from the point of sale through the membership lifecycle. This includes proactive follow-up with new members, ongoing support for existing members, and targeted outreach to members at risk of leaving.
- Conduct wellness orientations for new members and establish personalized plans to enhance their YMCA experience.
- Provide eGym orientations and ensure members are familiar with the equipment and technology.
- Program Development:
- Build and maintain relationships with community partners to enhance programming availability.
- Identify and address immediate community needs through surveys, member feedback, and other resources.
- Develop and implement new programs to meet those needs, ensuring alignment with the YMCA’s mission.
Administrative Responsibilities:
- Respond to Membership/Wellness inquiries.
- Process and respond to Financial Assistance applications.
- Assist with scheduling and training of Membership/Wellness staff.
- Manage branch social media accounts.
This role is pivotal in creating a welcoming environment and fostering a sense of belonging for all YMCA members, while contributing to the YMCA’s mission of strengthening community through programs that promote healthy living, youth development, and social responsibility.
Qualifications:
- Strong interpersonal and communication skills, with a passion for building relationships and engaging with diverse communities.
- Experience in leading and training staff to deliver exceptional customer service.
- Knowledge of wellness programming and member retention strategies.
- Ability to develop and execute community-based initiatives.
- Familiarity with fitness equipment, including eGym, is preferred.