Wellness Experience Floor Leader in King, North Carolina at Young Mens Christian Association of Northwest Nort

Job Summary:

The Wellness Experience Floor Leader drives member retention and engagement by delivering frontline support, leading uFit orientations, personal training, and group exercise classes. This position maintains a safe and clean wellness facility, executes onboarding retention goals, and builds authentic relationships across diverse demographics.

Supervisory Responsibilities:

• None.

Duties & Responsibilities:

Member Service & Retention

• Perform new member uFit sessions in accordance with YMCA of Northwest North Carolina protocol. This could include instructing members in training procedures and exercise techniques.
• Lead excellent wellness floor services working on the wellness floor 35-40 hours a week, on the floor engaging with members, uFits, personal training and/or teaching group exercise classes or boot camps.
• Help implement the retention plan making sure phone calls and emails are being conducted. Goal is to increase usage per unit, identify those at risk and react, celebrate goals, and reduce barriers. (Association Scheduled Conversion Rate: uFit 1 at 75%, uFit 2 at 65%, and uFit 3 at 60%)
• Supports philanthropy and Annual Giving in the process through everyday member engagement. Leads engagement staff to tell the Y story, and identifies Annual Giving Campaign volunteers and prospects.
• Assist all members on equipment, answering questions and demonstrating proper use.
• Ensure health / medical consent form is properly completed prior to a scheduled appointment; ask member about any health concerns as they may be related to exercise program recommendations.
• Remain alert to the overall activity in the wellness center, enforcing wellness center policies and guidelines.
• Maintain a clean and safe exercise environment. This can include but not limited to eliminating floor clutter, wiping down equipment and organizing weights to reduce potential hazards.
• Report equipment problems and place “out of service” signs according to YMCA of Northwest North Carolina protocol.
• Know and follow YMCA of Northwest North Carolina and facility-specific risk management and emergency procedures.
• Communicate daily with Wellness and Membership Experience Staff regarding new member uFit appointments; schedule new member uFit appointments and determine next steps to reschedule missed appointments.
• Improves the total member experience by ensuring that members are on-boarded correctly, have strong social supports and are involved in relevant Y programming. Help members identify and track healthy living goals.
• Perform all other duties as assigned and directed by management.

Member Engagement Skills:

• Understand how the Wellness Department partners with the Membership Department to offer a safe and seamless connection to new members.
• Motivate and educate members in leading healthy lifestyles; develop wellness plans for various fitness levels and populations.
• Build authentic personal relationships with members, volunteers and co-workers; help members and volunteers connect with one another and the YMCA.
• Be readily available to assist members and answer questions.
• Listen actively and respond to members in a professional, timely manner. Address concerns and complaints quickly and effectively.
• Be knowledgeable about all program areas and share information with members.
• Take professional initiative to promote programs, personal training, boot camps, classes and clinics during encounters with members. Post information on our social media channels (Facebook and Instagram pages)
• Demonstrate effectiveness in team building.
• Show understanding of individual and group dynamics.
• Encourage everyone to be a full participant in the activity.
• Display ease and comfort with people of different backgrounds and abilities.
• Be able to articulate the role and importance of volunteers and be informed about volunteer opportunities.
• Provide members with opportunities to increase their involvement with the Y, moving them from casual to connected to committed relationships.
• Incorporate YMCA values of caring, honesty, respect, responsibility and faith into all aspects of the position to ensure YMCA values are integrated into our culture and programs.

Self-Development Skills:

• Attend required training sessions, workshops and staff meetings.
• Demonstrate an active interest in enhancing current skills and learning new ones.
• Maintain accreditations and certifications, if applicable. (Personal Training and Group Exercise, etc.)
• Keep apprised of developments and advances in the wellness field.
• Keep apprised of developments within the YMCA by attending meetings, workshops and reading relevant communications.

Knowledge, Skills & Abilities:

• Applied knowledge of exercise science, training techniques, equipment operation, uFit onboarding protocols, and wellness floor risk management.
• Strong active listening, conflict resolution, and motivational skills to connect with members, promote Y programs, and foster an inclusive culture.

Education & Experience:

• Education & Qualifications: Associate or Bachelor’s degree preferred, or equivalent combination of education and experience. YMCA Team Leader certification preferred.
• Certifications & Skills: Nationally recognized Personal Training, Group Exercise, or Les Mills certification preferred. CPR/AED/First Aid/Emergency Oxygen certification required within 30 days of hire.
• Experience & Schedule: 1–2 years in customer service, sales, or clinical wellness settings preferred. Ability to work flexible non-traditional hours, including early mornings, evenings, and weekends.

Physical Requirements:

• Continuously required to stand, walk, bend, stoop, kneel, crouch, and remain active on feet for 35–40 hours per week on the wellness floor.
• Physical stamina and strength to model exercise techniques, perform workouts, and safely guide members through resistance and aerobic training.
• Regularly required to lift, carry, push, pull, and organize fitness gear, dumbbells, weight plates, and functional exercise equipment weighing up to 50 pounds.
• Continuous verbal, visual, and auditory capability to converse with members, give instructions over noise, and maintain visual oversight of the exercise floor.
• Functions in a dynamic, customer-facing fitness center and gymnasium environment with elevated noise levels and high physical movement.

Child Abuse Prevention and Reporting

At our Association, safeguarding children is everyone's responsibility, regardless of role or position. All employees are strictly required to maintain awareness of our abuse prevention and reporting policies. You must take immediate, appropriate action in accordance with our protocols and legal mandates if any standard of safety is compromised or if abuse is suspected.

An Equal Opportunity Employer

We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. Employment-related decisions are based on job-related qualifications, merit, business needs, and other lawful criteria.

Mission: “Helping all people reach their God-given potential in spirit, mind, and body.”