Senior Membership Experience Leader

Princess Anne Family YMCA, 2121 Landstown Rd, Virginia Beach, Virginia, United States of America Req #4753
Friday, April 5, 2024

The Y is a dynamic and diverse human service organization committed to nurturing the potential of kids, promoting healthy living and fostering a sense of social responsibility.

SENIOR MEMBERSHIP EXPERIENCE LEADER
 
Imagine going to work knowing that what you do each day positively influences the lives of children in your community. Working at the YMCA you’ll discover more than a job – you will have the opportunity to make a lasting difference in the community.
 
Why Work for the Y:
The Y is a dynamic and diverse human service organization committed to nurturing the potential of kids, promoting healthy living and fostering a sense of social responsibility. The Y is a team effort, right down to our members. The care and concern we show for our members is our success gauge. In order to maintain our success, we must recruit and hire the best employees in the area. The Y commits itself to doing so by providing our employees competitive wages, benefits and opportunities for advancement through our training programs and internal promotions.
 
POSITION SUMMARY:
Provides key leadership to the Center Membership team. Assists the Regional Membership Director in supervising the Membership Experience Leaders. Ensures the delivery of excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the facility. Responsible for membership sales, renewals, and prospect follow up as directed. Provides administrative leadership support for membership and programs to create an optimal experience for members and guests.
 
ESSENTIAL FUNCTIONS:
  1. Assist the Regional Membership Director to maximize membership sales revenue and meet or exceed corporate-set goals through effective management of front line sales and front-line service team
  2. Implement sales and membership strategies provided by the Regional Membership Director that support recruitment of new members and retention/engagement of existing members including achievement of sales goals, prospect closing ratios, 13-month retention, membership revenue, and secret shopping goals
  3. Assist in supervision of the Membership Experience Leader team to ensure members and prospects receive exemplary customer service during all interactions
  4. Assist in scheduling personnel as needed to maintain excellent sales and service standards
  5. Work a flexible schedule to ensure that Centers are properly staffed
  6. Problem solve challenging situations and think of creative solutions to solve problems
  7. Suggest innovative ways to meet sales goals
  8. Promotes program and membership enrollment during interactions with existing and potential members in conjunction with marketing efforts to maximize sales. 
  9. Coordinates program registration, including logistics to support phone, walk-in and web registration. 
  10. Ensures proper implementation of member service procedures. Reviews and updates membership procedures and communicates changes to staff. Coordinates with the Resource Operations Center as necessary on financial transactions.
  11. Assists in organizing membership events at the YMCA and represents the YMCA at community events to promote the YMCA.
  12. Participates in staff meetings and/or related meetings as requested.
  13. Completes employee training as required, including New Staff Orientation, Blood Bourne Pathogens and Child Abuse Prevention, among others.
  14. Follows all standards, policies and procedures as established by the YMCA of South Hampton Roads, including Employee Code of Conduct, Child Abuse Reporting and Prevention, emergency procedures and state licensing standards where applicable; makes ADA accommodations where appropriate; maintains the program site, equipment, YMCA COVID-19 sanitation and standards, and required program records.
  15. Assists in all areas as assigned.
LEADERSHIP COMPETENCIES:
  • Engaging Community
  • Communication & Influence 
  • Collaboration
OUR CULTURE:　  
Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become.　We are genuine: we value you and embrace your individuality.　We are hopeful: we believe in you and your potential to become a catalyst in the world.　We are nurturing: we support you in your journey to develop your full potential.　We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.  
 
QUALIFICATIONS:      
  • 1-3 years of proven experience in sales, customer service, or related experience. Management experience preferred.
  • High School Diploma or GED equivalent
  • Detail-oriented, high attention to accuracy 
  • Excellent communication skills
  • The ability to work under stress and resolve conflict professionally and in a timely manner
  • Sound organizational skills, ability to multitask, set priorities and manage multiple concurrent projects
  • The ability to motivate staff and lead a team
  • Excellent verbal, interpersonal and problem-solving skills
  • Ability to work in a fast-paced and constantly-changing environment
  • Ability to relate effectively to diverse groups of people from all social and economic segments of the community
  • Strong knowledge of computer operations, Microsoft Office Suite, and Google Workspace
  • Former YMCA experience utilizing SGA Sales preferred
  • Must be able to work flexible hours including evenings, weekends, and holidays
  • Follows all standards, policies and procedures as established by the YMCA of South Hampton Roads, including Employee Code of Conduct, Child Abuse Reporting and Prevention, emergency procedures and YMCA COVID-19 sanitation and standards
  • Excellent verbal, interpersonal and problem-solving skills
  • Ability to work in a fast-paced and constantly-changing environment
  • Ability to multitask
  • Ability to set priorities and manage multiple concurrent tasks
  • Ability to relate effectively to diverse groups of people from all social and economic segments of the community
  • Ability to handle conflict professionally and manage conflict resolution in a timely manner
WORKING CONDITIONS:
  1. Requires a person of maturity and good judgment, who can operate with a minimum of guidance from the Engagement Director
  2. Requires ability to exercise appropriate independent judgment, to assess facts and issues, and make non-routine decisions regarding day-to-day operational problems and issues
  3. Requires effective team-building and team leadership skills
  4. Must maintain cooperative, functional relationships with senior leadership team, peers, and subordinates
  5. Must maintain positive, energetic attitude toward YMCA work, goals, and values
  6. Performs the duties of direct reports as needed
  7. Indoor shift work with frequent travel between designated regional locations
PHYSICAL DEMANDS:
  • Walk, stand, kneel, and sit frequently for long periods of time
  • Maintain continuous operations requiring attention to detail and multi-tasking
  • Must be able to occasionally lift, pull and move up to 10 pounds
  • Must be physically able to successfully complete required certifications
BACKGROUND CHECKS:
An offer of employment is contingent upon receipt of satisfactory results to meet minimum requirements of the position.  They may include criminal background and reference checks, E-Verify, drug test, driver’s license record, and/or a Child Protective Services Check (CPS).  Additional driver’s license check, CPS, criminal background check, alcohol, and/or drug testing may be required to be processed in the future in order to meet and/or maintain the requirements of this position. 
 
INTERNAL APPLICANTS: 
Currently active employees of the YMCA of South Hampton Roads should apply through Careers on the Employee Dayforce Account. 

The YMCA of SouthHampton Roads is an Equal Opportunity Employer. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at YSHR will be based on merit, qualifications, and abilities. YSHR does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status or genetics.

 

Please Note: Requirements, skills, and abilities described above are representative of those that must be met by an employee to successfully perform the essentialfunctions of this position with or without reasonable accommodation. In no instance, however, should the duties, responsibilities, and requirements be interpreted as all-inclusive.

Other details

  • Job Family Membership Services
  • Pay Type Hourly
  • Employment Indicator Full-time Hourly
  • Min Hiring Rate $16.00
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Location on Google Maps
  • Princess Anne Family YMCA, 2121 Landstown Rd, Virginia Beach, Virginia, United States of America