Membership Engagement Coordinator

Description

FLSA Status: Part-Time

Reports to: Membership Director-Marketing &  Membership Director-Wellness

Leadership Level: Entry 

Primary Function/Department: Membership

POSITION SUMMARY:

The Membership Engagement Coordinator is responsible for overseeing the daily operations of the front desk,  ensuring exceptional member service, maintaining consistent staffing coverage, and developing a  knowledgeable, engaged team. This position provides direct supervision to front desk staff through coaching,  training, scheduling, and accountability while supporting the Membership Director in creating a welcoming,  efficient, and member-focused environment.

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.

ESSENTIAL FUNCTIONS:

Front Desk Operations

• Supervise daily front desk operations to ensure exceptional member service and operational efficiency.

• Serve as the primary point of contact for front desk staff during assigned shifts.

• Ensure adherence to YMCA policies, procedures, and membership standards.

• Assist members with account inquiries, membership concerns, program registrations, and issue  resolution.

• Monitor front desk appearance, cleanliness, and organization.

• Ensure opening, closing, and cash handling procedures are completed accurately.

• Maintain confidentiality of member and employee information.

Staff Development

• Train all new front desk employees on YMCA policies, procedures, systems, and customer service  expectations.

• Provide ongoing coaching, mentoring, and performance feedback to front desk staff.

• Conduct regular observations to ensure quality service and policy compliance.

• Foster a positive, team-oriented culture focused on professionalism and member engagement.

• Identify training opportunities and recommend employee development plans.

• Assist with onboarding and orientation of new team members.

Scheduling & Coverage

• Create and maintain front desk schedules to ensure adequate staffing during all operating hours.

• Manage daily staffing needs, including coordinating shift swaps and finding coverage for call-outs.

• Respond promptly to employee call-outs and communicate scheduling changes effectively.

• Monitor labor hours and staffing needs while maintaining budget expectations.

• Ensure employees follow attendance, punctuality, and call-out procedures.

Administrative Responsibilities

• Review employee timecards for accuracy and submit corrections as needed.

• Maintain training records and scheduling documentation.

• Communicate operational updates, schedule changes, and important information to 

• Membership Directors.

• Assist with recruiting, interviewing, and recommending candidates for hire.

• Participate in staff meetings and leadership meetings as assigned.

Member Experience

• Model outstanding customer service and professionalism.

• Address member concerns promptly and professionally, escalating issues when appropriate.

• Promote YMCA programs, services, and membership opportunities.

• Build positive relationships with members, guests, and staff.

Membership and Wellness Sales 

• Promote and sell YMCA memberships, wellness services, personal training, programs, and other  applicable revenue-generating opportunities. 

• Develop and maintain relationships with prospective and current members through outreach, follow-up,  engagement, and retention efforts. 

• Support and achieve established membership, wellness, personal training, and program enrollment  goals through effective sales and engagement strategies. 

• Collaborate with Membership, Wellness, and other departments to identify opportunities, improve the  member experience, increase participation, and support the overall growth of the YMCA.

Requirements

QUALIFICATIONS:

• High school diploma or equivalent required.

• Previous supervisory or leadership experience preferred.

• Customer service experience required; YMCA or recreation experience preferred.

• Strong communication and interpersonal skills.

• Excellent organizational and time management abilities.

• Ability to manage multiple priorities in a fast-paced environment.

• Experience with scheduling software and Microsoft Office applications preferred.

• Ability to maintain confidentiality and exercise sound judgment.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to  successfully perform the essential functions of this job. Reasonable accommodations may be made to  enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. The employee frequently is required to sit and reach, and must be able to move around the work environment. 

• The employee must occasionally lift and/or move up to 20 pounds. 

• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.

• The noise level in the work environment is usually moderate. 

YMCA of Greater Whittier reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment. I understand and mutually accept that the above description represents our agreements as to the job to be  performed. This job description may not be all-inclusive and employees are expected to perform all other duties  as assigned and directed by management. YMCA of Greater Whittier reserves the right to revise or change job duties as the need arises. The YMCA of Greater Whittier is an at-will-employer.