PLAY A CRITICAL ROLE IN SUPPORTING OUR COMMUNITY'S NEEDS

The Member Experience Coordinator serves as the leader and primary ambassador of the Welcome Center, ensuring every member, guest, volunteer and prospective member experiences an exceptional first and lasting impression of the Door County YMCA. This position leads by example in creating a warm, welcoming and engaging environment while connecting individuals with memberships, programs and services that meet their needs. The Member Experience Coordinator develops and coaches the Welcome Center team to consistently deliver outstanding member service, accurate information, and confident membership sales. Through daily leadership, floor presence, mentoring, operational oversight and continuous staff development, this position establishes a culture of hospitality, accountability and relationship building that strengthens member engagement, supports retention and advances the YMCA's mission.

ESSENTIAL FUNCTIONS

Member Experience Leadership 1. Serve as the visible leader of the Welcome Center, ensuring every member, guest and prospective member is welcomed promptly, professionally and with genuine hospitality. 2. Create a culture where every interaction reflects the YMCA's mission and values by modeling exceptional customer service, relationship building and the Listen First philosophy. 3. Ensure members receive accurate information regarding memberships, programs, schedules, policies and available resources while helping them connect with services that best meet their needs. 4. Build meaningful relationships with members through consistent engagement, recognition and follow-up, creating an environment where every individual feels welcomed, valued and connected. Membership Growth & Program Engagement 5. Serve as the primary resource for membership sales by confidently presenting membership options, Membership for All opportunities and YMCA programs to prospective members. 6. Conduct prospective member tours that showcase the YMCA's impact, facilities and programs while helping individuals identify the membership option that best fits their goals. 7. Promote registrations for programs, classes, camps and special events through knowledgeable recommendations and proactive conversations. 8. Support membership retention by identifying member concerns early, resolving issues promptly and creating positive experiences that encourage long-term engagement. Team Leadership & Staff Development 9. Help recruit, onboard, train, mentor and coach desk staff to consistently deliver outstanding member service. 10. Provide daily leadership, floor coaching and performance feedback while reinforcing operational procedures, service standards and organizational expectations. 11. Monitor staff interactions with members and provide real-time coaching to improve communication, professionalism, accuracy and confidence. 12. Ensure all Welcome Center staff are knowledgeable regarding memberships, registration procedures, Daxko operations, YMCA programs and organizational policies. 13. Coordinate Welcome Center schedules, staff meetings and ongoing training opportunities to ensure appropriate staffing and continuous professional development. 14. Foster teamwork and collaboration by serving as a resource and coach for Welcome Center staff while partnering effectively with all YMCA departments. Operations & Administrative Leadership 15. Ensure Welcome Center operations are accurate, organized and efficient, including membership processing, program registration, cash handling and daily reconciliation procedures. 16. Review staff transactions, balances and operational processes for accuracy while identifying opportunities for additional coaching or process improvement; coordinate the collections process for overdue invoices. 17. Assist the Member Services Director with Membership for All processing, operational reporting and departmental initiatives. 18. Maintain accurate facility schedules, rental coordination, office supplies and Welcome Center communications. 19. Utilize the Daybook and other communication systems to ensure timely, accurate communication. 20. Approve payroll and maintain scheduling and staffing records in accordance with YMCA procedures. Organizational Leadership 21. Build collaborative relationships with all YMCA departments to ensure members experience seamless service regardless of where they enter the organization. 22. Support facility operations by assisting with participant supervision, emergency response and risk management procedures as needed. 23. Model professionalism, accountability and sound judgment while maintaining compliance with YMCA policies, procedures and risk management practices. 24. Communicate opportunities, concerns and recommendations to the Member Services Director to continuously improve member experience, staff performance and operational effectiveness.

QUALIFICATIONS

3+ years in customer service, hospitality, retail management, membership services or related field.
Demonstrated experience leading and coaching front-line staff.
Strong relationship-building and communication skills.
Sales and membership development experience preferred.
Experience with scheduling, cash handling and operational software.
Ability to coach employees through change and continuous improvement.
Highly organized with strong attention to detail.
Passion for creating exceptional member experiences.

Pay:

$17.00 - $19.00 per hour

Benefits:

Dental insurance Employee assistance program Employee discount Flexible schedule Health insurance Life insurance Paid time off Retirement plan Vision insurance Application Question(s): The full-time schedule for this position includes a full shift on Sundays (8a-3p), as well as, 3 days per week closing the facility (Noon-8p). Do these hours work for you? This position could be hired as a full-time (40 hours per week with full benefits package) to part-time (30 + hours per week with a more limited benefits package). Which schedule are you most interested in?

Work Location:

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