Member Experience & Engagement Lead

YMCA of South Hampton Roads; North Carolina; Hybrid; USD 18,000 - 21,000; Full time

Job summary

YMCA of South Hampton Roads is looking for a Membership Sales Associate who will deliver exceptional service to members, guests, and program participants. You will promote memberships, respond to needs, and maintain a clean, organized facility to create an optimal guest experience.

The role emphasizes driving sales, renewals, and program enrollment while supporting registration logistics and staff collaboration.

Qualifications

• 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.
• Previous customer service, sales or related experience.
• Strong knowledge of computer operations, Microsoft Office Suite, and Google Documents.
• High attention to accuracy and detail.
• Must be able to work flexible hours including evenings, weekends, and holidays.
• Former YMCA experience utilizing SGA Sales preferred.

Responsibilities

• Implements sales and membership strategies 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 as directed by the Regional Membership Director.
• Creates a member-focused culture and models relationship-building skills (including Listen First and the YMCA of South Hampton Roads Service Creed) in all interactions.
• Fosters a climate of innovation and resolves problems to ensure exemplary member satisfaction.
• Promotes program and membership enrollment in interactions with existing and potential members in conjunction with marketing efforts to maximize sales.
• Coordinates program registration, including logistics to support phone, walk-in and web registration.
• 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.
• Assists in organizing membership events at the YMCA and occasionally represents the YMCA at community events to promote the YMCA.
• Participates in staff meetings and/or related meetings as requested.
• Completes employee training as required, including New Staff Orientation, Blood Bourne Pathogens and Child Abuse Prevention, among others.
• 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.
• Assists in all areas as assigned.

Skills

Verbal communication

Interpersonal skills

Problem solving

Adaptability

Multitasking

Prioritization

Diversity awareness

Conflict resolution

Customer service

Computer literacy

Flexible schedule

YMCA Sales

Job description

YMCA of South Hampton Roads is looking for a Membership Sales Associate who will deliver exceptional service to members, guests, and program participants. You will promote memberships, respond to needs, and maintain a clean, organized facility to create an optimal guest experience.

The role emphasizes driving sales, renewals, and program enrollment while supporting registration logistics and staff collaboration.