PURPOSE OF POSITION:

This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility.  The full-time Membership Coordinator is a vital part of the leadership team delivering the highest quality service to all members and guests through relationship building, professionalism and an extensive knowledge of the YMCA products and services. They anticipate member needs and interests and recommend programs and services appropriately to maximize engagement and retention of members. This position will supervise a team of Membership Associates and assist with the implementation and execution of sales efforts in order to meet team and individual goals in conjunction with the Center Director. The Coordinator position is responsible for all day to day functions of the Welcome Center and Customer Service efforts.

ESSENTIAL FUNCTIONS:

1. Leadership: Oversees associates, membership associates, building supervisor, and head guard.
2. Oversees daily operation of the center with a focus on exceptional customer service, member engagement, and Center operations.
3. In coordination with the Regional Center Director, is fiscally responsible for the revenue target and growth projections as well as the management of Center expenses, including maintenance costs. 
4. Manage the volunteer advisory board throughout the year. Collaborate with the volunteer advisory board during the Annual Campaign as needed and work closely with the Regional Center Director for a successful campaign outcome.
5. Represent and promote the Y in the local community while developing positive working relationships with other organizations, businesses, and governmental entities. Develops and maintains collaborative relationships with community agencies in the service delivery area to promote membership and expansion of program reach in the community.
6. Supports the Center leadership in essential routine functions and operation of the Membership Department and Center Operations.  
7. Oversees the hiring, training, and supervision of center team members working closely with the member service & sales team, aquatics team, and child watch team.
8. Recruits, hires, trains, develops, schedules and directs staff and volunteers for membership and wellness needs. Develops strategies to motivate staff and achieve department goals.
9. Assists new employees with on-boarding processes and departmental training. 
10. Assists in the team direction and execution of membership engagement calls and the scheduling of complimentary services. 
11. Greets members and guests in a friendly and professional manner. 
12. Executes and develops membership strategies that support recruitment of new members and retention of existing members. 
13. Executes and develops strategies that increase Group Exercise Attendance along with innovative adult programming for new member acquisition and retention
14. Contacts members and potential members via phone, email and in branch conversations in order to build relationships and grow membership sales. 
15. Assists in supervising and assessing team members by evaluating KPI/ metrics, providing constructive coaching and feedback, developing excellent customer service, sales, and promotional skills.
16. Assists and directs teams in the production and placement of informational flyers and program promotional materials in the Welcome Center and around the facility.      
17. Ensures records of staff certifications are current and complete.
18. Monitors program budget to meet fiscal objectives.
19. Assists in YMCA fundraising activities and special events.
20. Coordinates and supports assigned aspects of the annual support campaign. 
21. Models relationship-building skills (including Listen First) in all interactions. Responds to all member and community inquiries and complaints in a timely manner.
22. May train, assist and supervise staff in the area of customer service, needs identification and new member recruitment.
23. May assist new employees with on-boarding processes.
24. Will include regular scheduled shifts in the branch.
25. Ensures proper implementation of Welcome Center staff policies and procedures.
26. Reviews and updates procedures and communicates changes to staff.
27. Coordinates with the billing and systems department at the Association Support Center (ASC) as necessary on financial transactions.
28. The ability to speak Spanish fluently is a plus
29. May perform other duties as assigned including financial reconciliation, shift close outs and other administratively focused tasks. 
30. 31. Other Duties/Issue 

YMCA LEADERSHIP COMPETENCIES:

YMCA Competencies (Leader):

Mission Advancement: Models and teaches the Y’s 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. Build 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 the 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.

QUALIFICATIONS, KNOWLEDGE, SKILLS & ABILITIES:

? Customer Service Skills: Ability to engage with members, resolve issues, and create a welcoming environment.

? Communication Skills: Strong verbal and written communication to convey information clearly.

? Organizational Skills: Capability to manage memberships, schedules, and events efficiently.

? Sales Skills: Understanding of marketing and sales techniques to promote membership benefits.

? Interpersonal Skills: Building relationships with members and staff, fostering a community atmosphere.

? Problem-Solving Skills: Ability to address and resolve member concerns and operational challenges.

? Technical Proficiency: Familiarity with salesforce and Microsoft suite.

? Event Planning Skills: Experience in organizing community events and programs that engage members.

? Time Management: Ability to prioritize tasks effectively in a dynamic environment.

? Financial Management: Understanding of budgeting and financial tracking related to membership sales and retention.

? Leadership Skills

? Knowledge

KNOWLEDGE

? Salesforce or Traction Rec is a plus

? Bilingual

Interests

? Fitness and Wellness: Passion for promoting a healthy lifestyle and understanding fitness trends.

? Community Engagement: Interest in building and nurturing community relationships and involvement.

? Youth Programs: Enthusiasm for programs that support youth development and education.

? Diversity and Inclusion: Commitment to fostering an inclusive environment for all members.

? Team Collaboration: Enjoyment in working with diverse teams to achieve common goals.

? Personal Development: Interest in professional growth and learning opportunities in health and wellness.

? Volunteerism: Engagement in community service and volunteer opportunities.

? Sports and Recreation: Knowledge of various sports and recreational activities offered at the YMCA.

WORK SCHEDULE:

Typical hours for this full-time position are 8:00am-5:00pm, Monday through Friday, though the facility is open seven days a week and may vary per the Y’s demands and hours of operation. Overtime and weekends may be required. 

WORK ENVIRONMENT AND 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.

? 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. 

? Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.

? The noise level in the work environment is usually moderate. 

The YMCA of Memphis & the Mid-South aims to provide quality and safe youth programs for all. We are committed to making a continuous effort to prevent the abuse of children: verbally, physically, emotionally and sexually. All allegations or suspicions of child abuse are taken seriously and will be reported to the State for investigation with full cooperation from the YMCA of Memphis & the Mid-South.