at YMCA of Metropolitan Chicago in Crystal Lake, Illinois, United States
Make A Difference In Your Community!
The Member Engagement Supervisor is a key member of the center membership and wellness team which drives inclusive membership acquisition, engagement, onboarding, and retention strategies. This role has oversight of the center front desk customer service team including driving best-in-class service; inside sales/tours, tracking leads and prospects, member onboarding, communications, and other related activities that ensure a positive, engaging member experience. As a leader, this role is responsible for creating a positive Y culture, including recruitment, scheduling, coaching, performance, and staff development.
Our staff is the Y’s greatest asset. Our teams provide valuable skills, knowledge, and passion that is essential to the contribution and positive impact in our communities, which is why we offer Y employees numerous perks and benefits, including:
+ Comprehensive benefits package for eligible employees
+ Opportunity for eligible employees to participate in the Y’s retirement fund
+ Be part of a team that is passionate about building and sustaining an inclusive and equitable environment for all staff, volunteers, and members
+ Do meaningful work and contribute to the advancement of the YMCA vision by meeting the needs of the people in our communities
+ Complimentary Adult YMCA membership and an employee discount on select programs
+ Career advancement opportunities – grow your career at the Y!
Scope of Responsibilities
+ Leads the center’s front desk team and drives a front desk culture which supports membership acquisition, engagement, and best-in-class member service. Implements customer service standards and continuous improvement efforts. Guides team on YMCA policies, procedures, and guidelines.
+ Develops relationships with members and effectively connects members to YMCA programs and services to drive acquisition and retention. Responds to member concerns through resolution.
+ Converts tours to memberships; facilitates high-quality, member-focused tours that connect prospect interests to YMCA membership and program benefits; generates and follow up on tour leads and prospects; uses prospect information to drive sustained engagement.
+ Executes new member onboarding plans including communications and fitness consultations to drive member engagement and retention.
+ Ensures there is adequate front desk coverage during hours of operation within budgeted hours; ; Ensures building is properly opened/closed; responds effectively to building/facility issues and concerns and escalates to others as appropriate.
+ Posts updates to social media/website according to social media/communications plan. Manages and tracks posters, signage and other member communications within the center to ensure communications are up-to-date and relevant
+ Serves as a Y ambassador at center and community events to drive prospects, community engagement and brand awareness.
+ Interfaces with other branch/Y teams to keep front desk team up to date on scheduling, program information and marketing initiatives.
+ Assists with back office and administrative support to the membership team
+ Supports the mission and vision of the YMCA and center as assigned
+ Identifies, engages, and develop a high-performing team that accomplishes membership objectives. Coaches and trains new team members and provides ongoing feedback, accountability and development.
+ Establishes specific measurable performance standards for staff and communicates those expectations. Monitors and evaluates team goals and performance standards. Evaluates team members and provides coaching and intervention, as necessary.
+ Manages time and attendance for current staff, ensuring that time is accurately recorded in the HRIS system
Minimum and Preferred Requirements
Knowledge, Skills and Abilities
+ Associates degree in business or related degree or equivalent experience
+ Two or more years customer service or inside sales experience with 1-2 years supervisory/team leadership experience
+ Ability to coach and mentor others and support staff development
+ Commitment to, and a passion for, the YMCA of Metro Chicago’s mission, communities and opportunities.
+ Thorough understanding of proper fitness and activities practices.
+ Ability to demonstrate or explain the proper use of all equipment in the fitness center.
+ Problem solver with exceptional people skills, emotional intelligence, and an understanding of complaint resolution and de-escalation.
+ Outstanding interpersonal, written and verbal communication skills with ability to effectively tailor communications to achieve
+ Demonstrates ability to effectively handle change and ambiguity; can multi-task and handle multiple objectives.
+ Basic proficiency in Microsoft Office (e.g. Word, Excel), email; ability to learn and adapt to new technology critical.
+ Meet physical qualifications required as outlined in job description. The YMCA will provide reasonable accommodations for persons with disabilities.
Child Abuse Prevention
Supports the YMCA’s commitment to child abuse prevention by:
+ Reporting any items that may provide a health or safety hazard to staff, members or guests to your supervisor
+ Following all policies and procedures related to keeping children safe in our facilities and programs, including those related to the monitoring and supervision of children
+ Reporting any suspicious behavior and violation of policy and procedures to your supervisor
+ Completing all child abuse prevention training as require
Street: 701 Manor Rd.
Days and/or Times Needed: Shift may vary. Apply for more info!