Member Experience & Team 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 to create a positive member experience from first contact through ongoing engagement. The role includes coaching staff, improving tours, and implementing membership sales strategies.

Under the Membership Director, you will manage scheduling, train staff, ensure safety and cleanliness, and help achieve monthly KPI goals. This fast-paced, onsite position requires strong communication and a commitment to community impact.

Qualifications

• High school diploma or equivalent.
• Availability on weekdays, evenings, and weekends.
• 2+ years of customer service experience.
• 2+ years of supervising a team.
• Proficiency in Microsoft Office 365 Suite.
• Availability: Mon-Fri 9:00am-5:00pm with occasional Saturdays.

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.
• 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.
• Ensure Membership staff meet monthly KPI goals for the branch and Membership POD.
• Answer phone calls, respond to voicemails, and reply to membership-related emails.
• Maintain membership staff schedule and approve timecards on time.
• Collect membership and program payments as needed.
• Manage member facility entrance protocols.
• Stay informed about YMCA programs, services, schedules, and offerings.
• Maintain certification in Traction Rec.

Skills

Customer service

Team leadership

Communication

Multitasking

Bilingual (Spanish Cantonese Mandarin)

Education

High school diploma or equivalent

Tools

Microsoft Office 365 Suite

Job description

YMCA of Greater San Francisco is seeking a Membership Coordinator to create a positive member experience from first contact through ongoing engagement. The role includes coaching staff, improving tours, and implementing membership sales strategies.

Under the Membership Director, you will manage scheduling, train staff, ensure safety and cleanliness, and help achieve monthly KPI goals. This fast-paced, onsite position requires strong communication and a commitment to community impact.