General Function : Under the direction of the Membership Director, and consistent with the Christian Mission of the YMCA, the Member Experience Leader is responsible for providing key leadership to the membership service staff. This role focuses on building relationships and providing excellent service to members. The Member Experience Leader will work with and support the Member Experience Team.

Principal Activities:
• Adhere to all quality standards in accordance with the Membership Department and all staff guidelines (this includes Loyalty Snapshots).
• Responsible for establishing and providing excellent customer service via telephone and in-person inquiries
• Responsible for all monetary, program, and registration transactions in Personify while maintaining balanced money bags
• Attend all staff meetings as scheduled
• Attend Member Experience Team meetings as needed
• Conduct Listen First interviews and tours with perspective member tours
• Connect with members on a regular basis based on the goals on the Connection Plan
• Responsible for supporting the Branch Retention Plan that includes processes for initial engagements; follow up, member contacts, exit interviews and new member tracking.
• Serve as a member of the Member Experience Team as needed
• Responsible for following up with prospective members who visit the branch through electronic communication, postcards, and phone calls as needed.
• Responsible for coordinating Member Involvement activities such as member socials, member birthdays, member anniversaries, and member get wells, etc. as needed.
• Provide leadership for the Annual Community Support Campaign.
• Lead branch efforts in the area for staff appreciation and involvement.
• Work with the Community Directors to develop member involvement programs, which result in member retention and volunteerism in their perspective departments
• Maintain sufficient inventory of all front desk supplies
• Maintain a positive working relationship with other department and staff
• Perform Business Office functions as needed
• Coach all front-line Member Services staff assigned to his/her shift so they are given the confidence and accountability they need to succeed.

Requirements:

• Two year college degree or equivalent experience
• Two to four years’ customer service experience
• Computer proficiency - MS Office & ability to learn Personify
• Ability to communicate effectively with members and staff
• Excellent organization, human relation and telephone skills
• Maintain confidentiality with finances, membership and personal information
• Most possess problem solving/conflict solving ability
• Must fulfill requirements for Membership Service staff position
• Required to comply with all required Quality Standards training

Physical Requirements:

X Walking; X Sitting; X Climbing (stairs); X Crouching; X Stooping; X S tanding