Job Title:

Member Services and Engagement Coordinator Job Hours:

up to 25 hours/week

FLSA Status:

Non Exempt Job Pay:

$16/Hour Reports to:

CEO Revision Date:

05/19/25

Leadership Level:

Team Leader Primary Function/Department:

Administration

POSITION SUMMARY

This role exists to help build upon the YMCA's relationship-driven mindset by ensuring every member feels welcomed, connected, and cared for from the moment they walk through the door. The Member Services and Engagement Coordinator supports a front desk culture that's not just about transactions, but about creating a YMCA where people feel they belong. By guiding members through meaningful touchpoints, supporting staff with confidence-building, and communicating clearly through digital tools, this role helps ensure every individual is connected to the people and programs that matter most to them.

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.

KEY AREA OF STRATEGIC RESPONSIBILITIES AND SUCCESS 1.

Build Confidence and Competence in Front Desk Staff Equip front desk team members to feel confident in delivering exceptional member experiences by training and supporting them in system use, YMCA programs (like swim lessons), and service protocols.

What Success Looks Like:

Staff consistently demonstrate knowledge of YMCA offerings, pricing, and enrollment steps. Staff are comfortable navigating technology, answering questions, and delivering a helpful and welcoming first impression. 2. Lead Mission-Based Facility Tours and Orientation Design and deliver an intentional welcome experience for new and prospective members, including mission-driven tours that connect individuals to the full value of the

YMCA What Success Looks Like:

Members feel guided, connected, and inspired during their YMCA experience. Member engagement increases as individuals are connected to programs that match their interests and goals. 3. Build Transformational Member Experiences and Guide Connection Pathways Develop and implement strategies that guide new and existing members beyond basic transactions toward a deeper connection with the YMCA. Create structured next steps—such as welcome texts, orientation invitations, or connection to specific programs—that help members pursue their wellness goals. Enhance the sense of belonging by introducing meaningful touchpoints like member welcome weeks, recognition walls, or wellness tips that enrich the membership journey.

What Success Looks Like:

Members feel guided, known, and supported in their goals from day one. New systems are in place to ensure a welcoming, goal-focused start to every member relationship, resulting in improved retention and satisfaction. Moments of connection—both in-person and through simple touchpoints—create a sense of community that reflects the Y's mission. 4. Support Strong Business Operations That Reinforce Member Experience Oversee key operational elements of the front desk—including scheduling, systems coordination, and daily workflow—to ensure that the member experience is supported by smooth, professional business practices. Maintain the behind-the-scenes structure that allows staff to be present, responsive, and mission-aligned in every interaction.

What Success Looks Like:

Front desk operations are consistent and professional, with strong internal communication and reliable coverage. Staff are supported by clear systems and workflows, reducing confusion and enabling strong service delivery. Members experience the YMCA as a well-run, welcoming organization.

WORK ENVIRONMENT & PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employee must be able to lift a fifty (50) pound object, remain alert, communicate effectively, ability to handle irate, upset individuals and have the ability to make sound judgments and decisions, even when distracted by noise or activity.

Job Type:

Part-time Pay:

$16.00 per hour

Benefits:

Employee discount Flexible schedule Paid time off Professional development assistance Ability to

Commute:

Bryan, OH 43506 (Required)

Work Location:

In person