Membership Coordinator - Johnson YMCA

YMCA of Memphis & the Mid-South•Memphis, TN

About The Position

This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. The full-time Membership Coordinator is a vital part of the leadership team delivering the highest quality service to all members and guests through relationship building, professionalism and an extensive knowledge of the YMCA products and services. They anticipate member needs and interests and recommend programs and services appropriately to maximize engagement and retention of members. This position will supervise a team of Membership Associates and assist with the implementation and execution of sales efforts in order to meet team and individual goals in conjunction with the Center Director. The Coordinator position is responsible for all day to day functions of the Welcome Center and Customer Service efforts.

Requirements

Customer Service Skills: Ability to engage with members, resolve issues, and create a welcoming environment.
Communication Skills: Strong verbal and written communication to convey information clearly.
Organizational Skills: Capability to manage memberships, schedules, and events efficiently.
Sales Skills: Understanding of marketing and sales techniques to promote membership benefits.
Interpersonal Skills: Building relationships with members and staff, fostering a community atmosphere.
Problem-Solving Skills: Ability to address and resolve member concerns and operational challenges.
Technical Proficiency: Familiarity with salesforce and Microsoft suite.
Event Planning Skills: Experience in organizing community events and programs that engage members.
Time Management: Ability to prioritize tasks effectively in a dynamic environment.
Financial Management: Understanding of budgeting and financial tracking related to membership sales and retention.
Leadership Skills
Knowledge

Nice To Haves

Salesforce or Traction Rec is a plus
Bilingual
The ability to speak Spanish fluently is a plus

Responsibilities

Oversees associates, membership associates, building supervisor, and head guard.
Oversees daily operation of the center with a focus on exceptional customer service, member engagement, and Center operations.
In coordination with the Regional Center Director, is fiscally responsible for the revenue target and growth projections as well as the management of Center expenses, including maintenance costs.
Manage the volunteer advisory board throughout the year. Collaborate with the volunteer advisory board during the Annual Campaign as needed and work closely with the Regional Center Director for a successful campaign outcome.
Represent and promote the Y in the local community while developing positive working relationships with other organizations, businesses, and governmental entities. Develops and maintains collaborative relationships with community agencies in the service delivery area to promote membership and expansion of program reach in the community.
Supports the Center leadership in essential routine functions and operation of the Membership Department and Center Operations.
Oversees the hiring, training, and supervision of center team members working closely with the member service & sales team, aquatics team, and child watch team.
Recruits, hires, trains, develops, schedules and directs staff and volunteers for membership and wellness needs. Develops strategies to motivate staff and achieve department goals.
Assists new employees with on-boarding processes and departmental training.
Assists in the team direction and execution of membership engagement calls and the scheduling of complimentary services.
Greets members and guests in a friendly and professional manner.
Executes and develops membership strategies that support recruitment of new members and retention of existing members.
Executes and develops strategies that increase Group Exercise Attendance along with innovative adult programming for new member acquisition and retention
Contacts members and potential members via phone, email and in branch conversations in order to build relationships and grow membership sales.
Assists in supervising and assessing team members by evaluating KPI/ metrics, providing constructive coaching and feedback, developing excellent customer service, sales, and promotional skills.
Assists and directs teams in the production and placement of informational flyers and program promotional materials in the Welcome Center and around the facility.
Ensures records of staff certifications are current and complete.
Monitors program budget to meet fiscal objectives.
Assists in YMCA fundraising activities and special events.
Coordinates and supports assigned aspects of the annual support campaign.
Models relationship-building skills (including Listen First) in all interactions. Responds to all member and community inquiries and complaints in a timely manner.
May train, assist and supervise staff in the area of customer service, needs identification and new member recruitment.
May assist new employees with on-boarding processes.
Will include regular scheduled shifts in the branch.
Ensures proper implementation of Welcome Center staff policies and procedures.
Reviews and updates procedures and communicates changes to staff.
Coordinates with the billing and systems department at the Association Support Center (ASC) as necessary on financial transactions.
May perform other duties as assigned including financial reconciliation, shift close outs and other administratively focused tasks.