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Member Experience Coordinator

1 month ago

Edison, United States Metuchen-Edison YMCA Full time
Job DescriptionJob Description

Under the supervision and guidance of the Director of Operations, the Member Experience Coordinator will be responsible for the recruitment/retention of YMCA members and program participants. This will be accomplished through premier branch marketing and member appreciation strategies, promotions and events. This position will also be responsible for the efficient operation of the front desk, which will include: staffing, membership sales and renewals, dissemination of information, registrations and the monitoring of members working in tandem with our Community Campus Partner, the JCC. This position will oversee the collection of membership data pertinent to the needs or projects stated by the Association.

ESSENTIAL FUNCTIONS:

  1. Hire, train, and supervise all membership department staff.
  2. Maintain and coordinate all front desk coverage.
  3. Develop and adhere to department budget.
  4. Recruit and retain members through member friendly services, appreciation days, & association driven initiatives that align with the chart of work for the Community Campus.
  5. Maintain stringent telephone answering and touring/interviewing procedures that support the work of all partners of the Community Campus.
  6. Responsible for the ongoing proper collection and reporting of data for member related projects. This data includes, but is not limited to, tour counts, closing rates, and retention rates. Decisions will be made based on this data collection.
  7. In conjunction with the Association Membership Team and Senior Leadership, the Member Experience Coordinator will develop and enforce membership policies and procedures.
  8. Will efficiently & effectively handle all customer service questions, comments, or concerns and will train staff to do the same.
  9. Review all participants profile to ensure accuracy in program billing.
  1. Create rate plans and programs in YMCA database for enrollment.
  2. Review registrations and payments to ensure accuracy, and communicate in a timely manner.
  3. Identify incorrect any inconsistencies in payments versus registrations.
  4. Communicate financial discrepancies with Director.
  1. Support the enrollment process by clearly communicating all pertinent information to parent/guardian to ensure an easy and welcoming onboarding
  2. Continued training of entire membership staff on issues that pertain to member recruitment, retention & appreciation ensuring alignment with the Community Campus policies.
  3. Provide a written training schedule, as well as staff development for department.
  4. Solicit and facilitate corporate memberships within the Association Guidelines (SOP).
  5. Strong ability to effectively use email, texts & social media outlets as a form of marketing and connecting with members.
  6. Answer phones, provide information, and do computer transactions as needed.
  7. Coordinate registration coverage.
  8. Work closely with Program Directors & Coordinators to ensure good communication and accurate information about program is given out.
  9. Develop schedule of member-based events.
  10. Work closely with the Marketing Director to ensure accurate information is shared in promotional materials & branch specific website pages.
  11. Join outside commissions and civic groups as deemed appropriate for marketing and community service.
  12. Provide staff feedback according to YMCA policy.
  13. Must attend branch and association staff meetings and staff trainings as required by the YMCA or supervisor.
  14. Complete paperwork accurately and in a timely fashion.
  15. Be proficient in Microsoft products as well as have the ability to learn software that support the YMCA operations.
  16. Recognize, adhere to and celebrate the four core values for the branch.

REQUIREMENTS:

  • Experience in marketing, public relations, communications, or related field.
  • 1-3 years of previous supervisory and/or leadership experience in a Membership / Sales environment preferred.
  • Previous experience in membership sales, new member acquisition, prospecting, conversions or the ability to excel in membership sales and engagement.
  • Ability to embrace the four YMCA Core Values of honesty, respect, caring & responsibility and ensure staff are modeling these values
  • Must be able to impose upon his/her staff the importance of member relations that embrace these values.
  • The Director must be capable of envisioning new & innovative ways to improve member service and a “family friendly YMCA”.
  • The Member Experience Coordinator must be an advocate for a “member friendly facility”. He/she must be capable of keeping the desk staffed with competent, friendly, YMCA people.

PHYSICAL REQURIEMENTS/WORKING CONDITIONS:

Normal amounts of walking, standing, sitting, lifting, pushing, pulling, ability to tolerate summer weather and outdoor conditions.