What are the responsibilities and job description for the Membership Coordinator position at Salina Family YMCA?
POSITION SUMMARY
Under the guidance of the Membership Director, the Membership Coordinator is responsible for the daily membership department operations and implementing strategies that deliver value to the member experience, improves service and increases retention. This includes supervision of assigned staff, setting standards for exceptional membership service as well as being an advocate and key leader for the YMCA.
KEY FOCUSES
- Program Oversight & Efficiency: Collaborates with department directors to ensure all YMCA programs are accurately entered into the system, properly categorized, and efficiently managed for optimal member experience.
- Cross-Department Coordination: Works closely with program directors to streamline registration, scheduling, and communication, ensuring a seamless process for participants and staff.
- Data & Reporting: Monitors program participation trends, enrollment numbers, and operational efficiencies to provide insights and recommendations for improvement.
- Event & Program Development: Assists in the planning, promotion, and execution of YMCA-wide events and general programs that engage members and enhance community involvement.
- Member Engagement & Feedback: Gathers feedback from members regarding programs and events to help refine offerings and improve overall satisfaction.
- Technology & Process Improvement: Ensures staff are trained in program input systems and identify opportunities to improve workflow and user experience for both staff and members.
ESSENTIAL FUNCTIONS
- Develops, implements, and manages operating plans to promote membership and/or program growth for the YMCA.
- Assists with implementation of membership strategies that promote recruitment of new members and retention of existing members. Organizes assigned staff to support membership development and retention goals. Identifies and resolves problem areas to ensure member satisfaction.
- Implements follow-up phone call strategies to new members, prospects and terminated members.
- Have presence on the floor interacting with all; greeting, ensuring member needs are being met, introducing members to other members and suggesting programs, available for questions, resolutions, staff support
- Handles prospect follow-up, primary contact for tours, sales and member orientation
- Develops, plans, and implements new procedures and methods to achieve strategic goals.
- Maintains a high level of knowledge on all Y programs, services, and policies.
- Assists in hiring, training, and supervising staff in assigned areas.
- Assists with reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
- Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff.
- Work to ensure that the Membership Desk is consistently providing good customer service by implementing strong orientation training programs and timely refresher trainings.
- Will work with the Membership Director on renewals, billings, financial assistance etc.
- Assists with the annual membership budget.
- Participate in Leadership meetings and activities as directed.
- Provide exceptional customer service by greeting all participants, maintaining a clean and safe facility, and demonstrating professional conduct at all times.
- Responds to challenges with possible solutions in a timely manner.
- All other duties as requested.
QUALIFICATIONS
- 2 - 3 years of experience in member/customer service and supervisory/management position.
- Advanced communication skills as well as conflict-resolution abilities.
- Strong analytical, critical thinking, and problem-solving skills.
- This person should have excellent personal computer skills and experience with standard business software.
- Ability to relate to diverse groups of people from all social and economic segments of the community.
- This person should have a proven track record of developing authentic and deepened relationships with others and the ability to establish and maintain collaborations with community organizations.
- Must have the ability to work a flexible schedule that may include morning, evening, and weekend hours.
- Certifications: CPR/First Aid, within 30 days of hire
WORK ENVIRONMENT & PHYSICAL DEMANDS:
- Must regularly lift and/or move up to fifty (50) pounds, and occasionally move up to seventy-five (75) pounds in the form of supplies or equipment.
- Able to sit, stand and bend to perform appropriate tasks.
- Must be able to move at an appropriate pace to respond to emergencies.
- Follow all safety requirements of the Salina Family YMCA.
- May be required to stand for extended periods of time.
- Work in different temperature environments.
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
YMCA COMPETENCIES (Team Leader)
- Mission Advancement: Models and teaches the Y’s core values of caring, honesty, respect, and responsibility. 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.
- Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.
- 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.
EFFECTS ON END RESULTS
- The Membership Coordinator should increase membership and retention and present an efficient and service-oriented membership department.
This job description is not intended to be all inclusive, but to give a basic structure of the duties; employee may be requested to perform other reasonable related duties as assigned by supervisor. Job descriptions and duties may be modified when deemed appropriate by management.
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