Member Experience Leader in Taylorsville, North Carolina at Young Mens Christian Association of Northwest Nort

Job Summary:

The Member Experience Leader is responsible for increasing membership engagement, growth and retention. Primary responsibilities include strengthening member commitment through authentic personal relationships and delivering excellent service to members, guests and program participants. Effectively performs administrative duties including use of computer programs pertaining to membership administration. The relationship specialist partners with the wellness coach to create a welcoming, safe and seamless orientation experience for new members.

Essential Functions

Service Skills:

• Greet and assist all members, potential members and staff in a professional and friendly manner.
• Conduct tours with prospective members, explaining the benefits of membership, the YMCA mission, volunteer opportunities and financial assistance. Ask prospective members to join and make follow-up contact with those who do not.
• Use Listen-First skills with health-seekers and other members to determine goals and connect them with appropriate staff, programs and small communities.
• Meet regularly with wellness staff to ensure that new members are scheduled for and attend new member uFit sessions. Determine next steps to contact members who have missed appointments.
• Address complaints in a courteous, timely manner. Effectively negotiate and resolve customer service issues. Inform supervisor of unusual situations or unresolved issues.
• Use appropriate forms to communicate concerns and praise.
• Process new member ID cards, issue guest passes and register members for services and programs.
• Respond to phone inquiries using YMCA best practices.
• Know the facility’s emergency procedures and be prepared to act as the control center during emergency situations.
• Manage or support DAXKO reports as needed for the branch.
• Assist with the Annual Giving Campaign as directed.
• Be knowledgeable about program areas and share information with members.
• Be able to articulate the role and importance of volunteers, and be informed about volunteer opportunities.
• Be able to articulate the YMCA’s mission, values and benefits.

Member Engagement Skills:

• Understand how the Membership Department partners with the Wellness Department to offer a safe, seamless orientation to new members.
• Displays ease and comfort with people of different backgrounds and abilities.
• Arrange personal introductions between new members and wellness coaches.
• Build authentic personal relationships with members, volunteers and co-workers; help members and volunteers connect with one another and the YMCA.
• Take the professional initiative to promote personal training, boot camps, classes, clinics and programs during encounters with members
• Provide members with opportunities to increase their involvement with the Y, moving them from casual to connected to committed relationships.
• Ask members to contribute to the annual campaign.
• 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:

• Demonstrates an active interest in enhancing current skills and learning new ones.
• Takes advantage of multiple learning resources (classes, books, mentors, professional interest groups, formal education, etc.).
• Maintains accreditations and certifications, if applicable.
• Keeps apprised of developments within the YMCA by attending meetings, workshops and reading relevant communications.

Knowledge, Skills & Abilities:

• Exceptional interpersonal, Listen-First, and verbal communication skills to interact positively with diverse populations and negotiate issue resolution.
• Practical knowledge of membership management software (e.g., DAXKO), office computer applications, and branch safety/emergency protocols.

Education & Experience:

• Education & Qualifications: Associate degree, 2 years of related experience/training, or equivalent combination of education and experience required.
• Certifications & Skills: CPR/AED/First Aid/Emergency Oxygen certification required (or obtained within 30 days of hire). Computer proficiency and customer service experience required; bilingual skills preferred.
• Schedule & Availability: Ability to work flexible non-traditional hours including early mornings, evenings, and weekends as operational needs dictate.

Physical Requirements

• Continuously required to stand, walk, and remain active on feet for the majority of assigned shift duration.
• Continuous verbal, auditory, and visual capabilities required to converse warmly, conduct tour walk-throughs, and inspect member access credentials.
• Frequent use of hands and fingers to operate computer terminals, multi-line phones, scanner hardware, and emergency control consoles.
• Occasional ability to lift, push, pull, and move office supplies, promotional collateral, and lobby display materials weighing up to 20 pounds.
• Functions in a active, customer-facing facility lobby and Member Service environment with moderate noise levels and continuous foot traffic.

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.”