Membership Experience Specialist L1 - Hilltop YMCA

Columbus, OH, United States

Description

Thinks, communicates and behaves as a cause-driven leader and role model for other staff and members when it comes to desired staff behaviors; promotes youth development, healthy living, and social responsibility in all job-related functions.

Collaborates with the branch executive director and team to ensure the safe and responsible operation of the Y including rotating responsibilities for overall facility supervision and program coverage. Actively participates in all applicable branch and association meetings, trainings, and special events.

Creates a safe and welcoming environment by actively engaging with potential and current members; in addition to modeling outstanding customer service to members, guests, and program participants, ensure your team has the skills, knowledge and tools to:

Respond to inquiries by providing accurate and thorough information at all times while on the phone or conducting a tour.

React promptly and courteously to all member complaints, compliments and inquiries while following the appropriate procedures at all times.

Assists with conducting membership exit interviews offering possible options when members express an intent to cancel, while following all appropriate procedures.

Intervene in the processing and communications relating to all membership cancellations and conduct all associated exit interviews. Strive to save relationships.

Track issues to look for patterns in cancellation issues. Actively work to resolve any issues within or outside the membership department on recurring issues.

Collaborates with the branch executive director to assist in implementing comprehensive membership recruitment, marketing and retention plans. Continuously evaluates plans to determine return on investment (ROI), and makes adjustments as needed. Ensures that the department budget reflects the plan; monitors expenses and costs to ensure fiscal integrity.

Collaborates with the executive director to increase conversion and new member retention, including but not limited to outbound phone calls, emails and onsite tours. Understand and are able to discuss and promote all YMCA programs and benefits (including, but not limited to: Ohio reciprocity and Camp Willson discounts).

Demonstrate strong listening skills to learn member interests and connect them with programs and experiences that will meet their needs.

Educate prospective members regarding the Y's Mission, sharing opportunities to volunteer, support the Annual Support Campaign and participate in special events.

Assists in ensuring the smooth operation of the fitness center by maintaining the equipment in a clean, safe, and working order and a positive, comfortable atmosphere for all members. Follows all safety precautions as mandated by the state and the YMCA.

Serves as a first responder in an emergency situation at the branch; acts as the primary contact in an emergency and or crisis situation until the branch director is available (see "Procedures for Handling a Media Crisis").

Maintains documentation of significant situations during shift; communicates with branch executive and/or program directors about shift.

Assists in branch reporting and analysis as it relates to new member growth, including data management and report analysis (e.g. weekly tour/pass reports and conversion rates, percent of new member/prospect records with email/phone, etc.).

Actively participates in all designated branch meetings, trainings, and special events.

Helps recruit and coordinates volunteers for special events, programs and fundraising.

11. Understands and follows all safety and cleaning procedures and actively participates in maintaining a safe environment for all.

YMCA COMPETENCIES (Team Leader):

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 fundraising.

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.

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 frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, and distance vision. The noise level in the work environment is usually moderate.

Requirements

QUALIFICATIONS:

Bachelor's degree in human services, social services, business or equivalent, and two years experience working in health and wellness or social service environment preferred; or equivalent combination of education and experience.

Passionate belief in the Y's cause of nurturing the potential of all youth, supporting healthy living for all people and finding ways to help and support our neighbors.

Ability to relate effectively to diverse groups of people from all social and economic segments of the community.

Knowledge of word processing, spreadsheet and database programs.

Proven track record of developing authentic relationships with others.

Ability to foster a collaborative team approach to solving challenging situations.

YMCA Team Leader certification; if not certified, must obtain certification within 12 months

CPR, First Aid, AED and O2 certifications must be obtained within 90 days.

All staff must complete the Y's safety training through their Kronos checklist and all applicable paperwork in the checklist prior to their first day of work.

YMCA Global Leadership Certification: if not certified, must obtain certification within 12 months.

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