Member Engagement Coordinator

Schedule: The hours of this position will vary. There are nights and weekends that are involved due to events and departmental needs. However, the general hours of this this position are 10am to 7pm on Monday-Friday.

Application deadline is 4/7/17.

Position Summary:
Under the supervision of the Membership & Retention Director, this position oversees the operation and management of the YMCA’s Engagement programs such as social media operations and the membership software – Daxko Engage.

Qualifications:

• 2 year Degree in a directly related field or an equivalent combination of directly related experience, training and/or education
• CPR Certification for Adult, Child, and Infant
• First Aid Certification

Other Important Skills and Abilities:

• Positive, effective, calm, and professional communication – verbally and written – with staff, members, children, and parents – tailoring the communication style to the appropriate audience
• The ability to work effectively with people of different backgrounds, abilities, opinions, and perceptions
• Excellent customer service skills
• Highly organized
• Self motivated
• Excellent attention to detail
• Experience with multi-line phone systems
• Ability to work effectively with computerized Member Management system
• Ability to work effectively as a team leader

Position Specific Competencies:
General

• Provides excellent customer/member service to current and prospective members with exceptional communication skills.
• Troubleshoots and solves issues for members and staff, bringing any patterns of issues to the team meetings or to your supervisor.
• Assists with coverage of the Member Services desk or the Manager On Duty for the Membership Team.
• Assists the Member Services Team members with questions.
• Assists in the development and implementation of other membership duties as assigned by the Membership & Retention Director.
• Actively participates in meetings and works closely with the Marketing Department.

Daxko Engage Ambassador

• Manages the Daxko Engage program by holding others accountable to initiatives, engagement tools, and processes.
• Trains others to use the Daxko Engage within all departments.
• Uses the Daxko Engage tools to task and create initiatives for the Member Service team in order to engage with specific and targeted members.
• Utilizes the Daxko Engage Index to its fullest potential in order to engage members and reduce attrition.

Social Engagement and Relationship Building

• Manages the Healthy Connections program
• Uses social media as a tool to build small communities inside and outside of our YMCA walls.
• Strategizes and plans different angles and connections to use social media to connect with individuals from other organizations.
• Utilizes social media daily such as Facebook, Twitter, Instagram, and Bright Spots Blog as a tool for building these relationships through hashtags, selfies, and Bright Spot articles.
• Participates in the YMCA events and is the “live” social media connection.
• Manages the Membership and Program certificates program for silent auction requests.

Member Acquisition

• Actively markets and promotes membership externally. Organizes and is present at YMCA held membership booths if used for these events.
• Stays sales minded and focused while being able to deliver a quality tour that meets prospective members in their personal health and wellness positions.
• Strives to achieve membership goals each month
• Sends follow ups to prospective members after they have toured or inquired about the YMCA.
• Follows up with our Child Care Program Memberships to transition them into Facility Access Members.

Member Attrition

• Reviews Member Satisfaction Reports and analyzes data for recommendations and solutions.
• Call “high risk” members (those who have low usage) to get them reconnected to a program, service, or group.
• Assists members who are cancelling to try and retain them on a hold. Calls all members who have cancelled and follows up with them.
• Manages YMCA Agency and Group Membership program and outreach
• Manages YMCA Military One Source Membership program and reporting.

Other:

• This position requires teamwork with the Member Relations Coordinator. In absence of the Member Retention Coordinator responsibilities such as the bank draft files, cancels and hold, and locker rentals are covered by this position.
• Works appropriate hours to get work completed accurately and timely
• Attends mandatory departmental meetings and training sessions as required
• Maintains a neat and clean work area, free of hazards
• Follows YMCA policies and departmental procedures
• Wears name tag at all times
• Other duties upon request by immediate supervisor

The YMCA of Cass and Clay Counties conducts a pre-employment criminal background check on all employees. We are an Equal Opportunity Employer.