Director of Customer and Member Experience
YMCA of Greater Brandywine
YMCA of Central New York
Y-NOW Volunteer Recruitment Specialist
YMCA of Greater Louisville
Under the direct supervision of the Membership Director, the Membership Specialist sells and promotes YMCA memberships, programs and services in order to enable their center to advance their mission and strategic center goals. In conjunction with the Membership Director, the Specialist will serve as the first point of contact for prospective new members, determining their needs and offering solutions/options to meet their needs and expectations. The Specialist may serve in a supervisory capacity in the absence of the Membership Director. This position will spend 90-100% of time in direct member promotion and sales functions.
Position requires a high school diploma/GED (degree in business, sales, marketing or communications preferred) and 1-3 years of sales experience and a proven track record of meeting or exceeding results in a sales environment. Must have strong interpersonal skills with the ability to build rapport with others (experience leading a sales team a plus).
Excellent presentation, writing, negotiation and customer service skills are essential to success in this position. Must possess an entrepreneurial spirit with the ability to demonstrate flexibility in a rapidly changing, fast-paced and often ambiguous work environment. Position requires a varied work schedule, including evenings and weekends. Candidate must be knowledgeable and keep current of center program offerings and the scope of options available to members (including the membership pricing structure).
*Designated as a First Responder in the event of an emergency.
•Work with Membership Director in meeting or exceeding center membership sales goals in all categories including corporate membership.
•Be accountable for the Membership Development Sales Standards (see attached).
•Assist the Membership Director with prospecting new members, including but not limited to outbound calling and follow-up on referrals (e.g. emails, walk-ins, website inquiries, program participants, etc.)
•Conduct tours for potential new members using the consultative sales approach, determining needs and offering solutions and options.
•Partner with Member Services desk staff to drive service initiatives and cross-selling opportunities and provide high quality service to current and potential members.
•Serve as a direct contact for member recovery and cancellations.
•Responsible for new member follow-up calls at designated time periods.
•Serve in a supervisory capacity in the absence of the Membership Director.
•Assist with membership sales training (e.g. outsourced sales training), internal training (e.g. Listen First) and monitor sales and member service team in regard to effective telephone skills and tour guidelines.
•Track and monitor sales goals and mainitain and provide current reports for member prospects and sales as needed.
•Participates and provides leadership to center and association groups and projects as needed.
•Implement membership promotions as directed.
•May provide leadership/assistance with Member Services team hiring, training, scheduling and supervision based on the needs of the Center.
•Position may be supplemented with other duties (e.g. Marketing, Special Events, Program Administration, etc.) based on the size and staffing structure of the Center.
•Performs other duties as assigned.