Member Experience Director

3 weeks ago


Kernersville, North Carolina, United States YMCA of Northwest North Carolina Full time
Job Title: Member Experience Leader

At the YMCA of Northwest North Carolina, we are seeking a highly motivated and customer-focused individual to join our team as a Member Experience Leader. This role is responsible for increasing membership engagement, growth, and retention by delivering exceptional service to members, guests, and program participants.

Key Responsibilities:
  • Strengthen member commitment through authentic personal relationships and deliver excellent service to members, guests, and program participants.
  • Effectively perform administrative duties, including the use of computer programs related to membership administration.
  • Partner with the wellness coach to create a welcoming, safe, and seamless orientation experience for new members.
  • Meet regularly with wellness staff to ensure that new members are scheduled for and attend new member uFit sessions.
  • Address complaints in a courteous and timely manner, effectively negotiating and resolving customer service issues.
  • Process new member ID cards, issue guest passes, and register members for services and programs.
  • Respond to phone inquiries using YMCA best practices.
  • 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.
Requirements:
  • High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
  • Computer skills and the ability to learn appropriate computer programs related to the position.
  • Excellent customer service skills.
  • Strong verbal communication skills.
  • Outgoing personality and a desire to be helpful to others.
  • Ability to work early mornings, evenings, and weekends as needed.
  • Bilingual skills preferred.

We offer a competitive salary and a dynamic work environment. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.



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