Membership Coordinator - South Tampa Family YMCA

The Membership Coordinator is accountable for enhancing the member experience in order to drive relationships with and between members and increase membership acquisition, engagement and retention. They will be an advocate, key leader and set standards for driving a superior member experience.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Membership Enrollment

• Supports membership enrollment including meeting/exceeding revenue goals (net), This includes:
• • Working with the Senior Membership Director and enrollment team to identify, document and follow-up with prospects and convert prospects to members.
  • Giving prospect tours and providing other enrollment and marketing support as needed including web and/or social media communications and engagement.
  • Conducting new and returning member orientation and assisting in ensuring a seamless transition based on member-specific needs and interests.
  • Assisting the Senior Membership Director with Open Door applications.

Membership Engagement and Retention

• Facilitates member connection and commitment to YMCA programs and services and collaborates with the Senior Membership Director to ensure that member experience is consistent, integrated and aligned to YMCA goals for member experience and engagement. This includes:
• • Works with Membership Experience Director and center leadership staff to implement member retention and outreach strategies to increase member satisfaction and retention rates.
  • Provides a visible presence in the center and actively interacts with prospects and members to ensure member and prospect needs are met
  • Increases member engagement and program participation by introducing members to other members, and using member profiles and interactions to tailor suggestions for new programs, services, or activities.
  • Facilitates with wellness and program operations teams to identify and tailor program/services to member needs and interests.
  • Proactively identifies and resolves member issues and concerns

Member Administration

• Manages daily business and administrative functions as it pertains to membership, including but not limited to membership reporting, collection, sales, and cash handling in adherence to YMCA policies and procedures. This also includes:
• • Collaborating with the YES Center & Accounting and others to ensure seamless processing of member transactions and administration
  • Generating membership, enrollment and revenue reports as needed
  • Ensuring member accounts and other administrative tasks are up-to-date and accurate.

Welcome Center Operations

• Assists the Senior Membership Director with welcome center operations to ensure membership engagement, acquisition, retention, and continuous improvement. This includes:
• • Ensuring that the welcome center is staffed appropriately and is meeting standards for member service and engagement.
  • Ensuring team is informed about center, program and other related information critical to member service and engagement.
  • Conducting daily staff huddles and other team activities that drive execution of enrollment and membership goals.
  • Approving membership staff’s time is approved accurately and in a timely manner.

Safety and Risk Management

• Ensures team adherence to all YMCA policies and procedures regarding the safety, health and welfare of members, program participants, guests and staff:
  • Greeting all guests as they enter the facility and adhere to sign-in/out, guest, visitor, monitoring youth in the facility and other relevant policies and procedures. Report any suspicious behavior and violations of policy and procedures to your supervisor.
  • Reporting any items that may provide a health or safety hazard to staff, members or guests to maintenance staff.
• Ensures that the welcome center is staffed appropriately and meeting safety and risk standards to enforce proper check-in procedures are followed for members and guests.

Responsible for Leader on Duty shifts as needed by the center.