Member Experience & Engagement Lead

YMCA of Greater San Francisco; San Francisco (CA); On-site; USD 33,000 - 41,000; Full time

Job summary

YMCA of Greater San Francisco is seeking a Membership Coordinator who will create a positive member experience from the first contact through ongoing engagement. Under the Membership Director, you will help train staff to improve tours, support service, and drive membership sales strategies.

The role blends direct interaction with administrative duties, including publishing staff schedules, approving timecards, and tracking KPI progress to ensure a welcoming, safe, and accessible facility for

Qualifications

• High school diploma or equivalent.
• Proficiency in computer use, including Microsoft Office 365 Suite

Responsibilities

• Demonstrate positive, welcoming communication with members at the initial point of contact.
• Conduct meaningful conversations with prospective and current members to determine eligibility for the Membership for All program (financial aid).
• Encourage members to visit the site and explore offerings before canceling or placing their account on hold.
• Connect members to available features and benefits through membership programs.
• Support members with questions, comments, requests, or other needs throughout the day.
• Assist the Membership Director in leading monthly member engagement activities at the branch.
• Ensure the needs of YMCA members are addressed and met.
• Train, coach, and track membership staff on effective tours and member engagement on a quarterly basis.
• Collaborate with the Membership team to provide effective tours for prospective members.
• Hold membership staff accountable for tracking prospects via Traction Rec (including tours, phone calls, and walk-ins).
• Ensure Membership staff are held accountable for meeting monthly KPI goals for the branch and Membership POD.
• Answer phone calls, respond to voicemails, and reply to membership-related emails.
• Conduct and track monthly assessments of the Membership team using the membership observation guide.
• Lead monthly membership staff meetings, including creating agendas and organizing activities.
• Create and maintain the membership staff schedule, ensuring coverage for time off and last-minute absences.
• Approve Membership staff timecards on time, twice a month.
• Collect membership and program payments as needed.
• Manage member facility entrance protocols.
• Stay informed about YMCA programs, services, schedules, and other offerings.
• Maintain certification in Traction Rec.
• Maintain a clean, safe, and accessible wellness floor, including monitoring fitness equipment and safety.
• Manage foot traffic flow in and out of the facility.

Education

High school diploma or equivalent

Tools

Microsoft Office 365 Suite

Job description

YMCA of Greater San Francisco is seeking a Membership Coordinator who will create a positive member experience from the first contact through ongoing engagement. Under the Membership Director, you will help train staff to improve tours, support service, and drive membership sales strategies.

The role blends direct interaction with administrative duties, including publishing staff schedules, approving timecards, and tracking KPI progress to ensure a welcoming, safe, and accessible facility for