POSITION SUMMARY

Under the direction of the Coordinator II and Executive Director, Member Experience Coordinator responsibilities will act as lead staff for facility and department during shift hours and when the departmental supervisors are not in the facility. The Member Experience Coordinator should have outstanding interpersonal and verbal communications in order to drive association and Center objectives of improving acquisition and retention of members, the ability to learn in a fast-paced environment, the ability to work in a team setting with both staff and volunteers, and the vision to see new opportunities and respond to them. The Member Experience Coordinator should have the ability to apply creative problem-solving to ensure member satisfaction and retention and have the ability to respond to safety and emergency situations. This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living, and social responsibility.

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.

ESSENTIAL FUNCTIONS

The Member Experience Coordinator is responsible for creating and nurturing a seamless, meaningful YMCA member experience, from first point of contact with the Y to daily engagement of current members by demonstrating our core values of caring, honesty, respect, and responsibility. The Member Experience Coordinator will be responsible for the following:

MEMBERSHIP ENROLLMENT, ENGAGEMENT, AND RETENTION

Supports membership enrollment including meeting/exceeding revenue and membership goals. Proactively identifies and resolves member issues and concerns. Provides a visible presence in the center and actively interacts with prospects and members to ensure member and prospect needs are met. Support Welcome Center and Child Watch Staff as needed. Ensures that everyone who enters the facility is greeted, checked-in, and prospective members are converted.

TEAM LEADERSHIP

Lead by example. Maintain professional image through dress, nametag, actions and relationships with others. Oversee the implantation of the daily operations of the Welcome Center. Actively communicate facilitate and maintain positive, meaning communication between staff and/or members. Assist in planning and conducting staff meetings. Attend staff meetings and trainings as scheduled. Assist in hiring, developing, and motivating committed team members passionate about the YMCA's mission and service to others. Assist in coaching staff in the areas of direct responsibility. Assist in supervising, training and scheduling staff. Actively participates (as needed) in center leadership activities.

EXPECTATIONS

Attend staff meetings and trainings, as required. Demonstrate the Character Counts values of caring, respect, honesty and responsibility in all dealings with members, guests, volunteers and fellow staff. Demonstrate competencies in and willingness to develop in the Cause Driven Leadership areas of mission advancement, collaboration, operational effectiveness, and personal growth. Assist in delivering the highest quality of member service. Ensures that the needs of the members are met. Ensure the safety of members through adherence to Center and department emergency and safety protocols and procedures. Build respectful and meaningful relationships with other staff, members, program participants, donors, and volunteers. Strive to model Y values through positive relationships with staff and members.

LEADERSHIP COMPETENCIES

Mission Advancement :

Models and teaches the Ys values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.

Collaboration :

Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors' communications to the appropriate audience. Provides staff with feedback, coaching, guidance, and support.

Critical Thinking & Decision Making :

Makes informed decisions based on logic, data, and sound judgment.

Personal Growth:

Shares new insights. Facilitates change, models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

QUALIFICATIONS

Minimum of three (3) years previous supervisory and/or leadership experience in a Membership/ Sales environment. Ability to relate effectively to diverse groups of people from all social and economic segments of the community Ability to embrace the four YMCA Core Values of honesty, respect, caring & responsibility and ensure staff are modeling these values. Must be an advocate for a "member-friendly facility" with a critical eye for excellent service. Must be capable of keeping the desk staffed with competent, friendly, YMCA staff. CPR/First Aid certification (or ability to certify within 60 days of employment) Must be knowledgeable in using standard computer programs including Microsoft Office (proficiency in Microsoft Excel preferred) as well as web-based membership and program systems. Knowledge of Daxko Operations preferred.

WORK ENVIRONMENT

Safety First! Must know how to report and respond to abuse. Follow all safety policies and procedures. 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. While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. The employee frequently is required to sit and reach and must be able to move around the work environment. The employee must occasionally lift and/or move up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.