Member Engagement & Satisfaction Coordinator

Description

The Member Engagement & Satisfaction Coordinator plays a key role in creating a welcoming, safe, and engaging environment for members. This position is responsible for monitoring the facility and member experience on the floor, championing best practices in customer service, programming, facility safety, and cleanliness, while supporting retention and recruitment through engagement initiatives.

While this role does not directly supervise staff, it provides leadership, training, and guidance to team members to ensure a consistent, high-quality member experience. The Coordinator also serves as the primary point of contact for member feedback, including comment cards and Net Promoter Score (NPS) results, and supports event logistics and community outreach efforts.

This position will have Manager on Duty (MOD) responsibilities one night per week and as needed throughout the year.

Requirements

• Actively monitor the facility and member activity to ensure a positive, safe, and welcoming experience.
• Engage with members regularly to build relationships, identify needs, and address concerns in real time.
• Serve as a visible ambassador for the organization’s culture, values, and service standards.

• Provide training, coaching, and guidance to staff on best practices for customer service, programming, facility safety, and cleanliness.
• Model exceptional customer service behaviors and reinforce standards through ongoing feedback and support.
• Collaborate with leadership to identify service gaps and recommend improvements.

• Develop and share engagement and programming ideas designed to improve member retention and attract new members.
• Support the planning and execution of member engagement initiatives, special programs, and events.
• Analyze participation trends and member feedback to inform programming recommendations.

• Monitor, respond to, and track member comment cards and other feedback channels.
• Review, analyze, and report on Net Promoter Score (NPS) results and member satisfaction data.
• Identify trends, elevate concerns as appropriate, and recommend actionable improvements.

• Assist with planning, logistics, and on-site support for member events and community programs.
• Support community outreach efforts to promote programs, events, and membership opportunities.
• Represent the organization at events as needed to build community relationships and visibility.

• Promote and reinforce facility safety protocols and cleanliness standards.
• Identify potential safety or maintenance concerns and communicate them promptly to appropriate teams.
• Support a clean, organized, and member-ready environment at all times.
• Other duties as assigned

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Experience in customer service, member engagement, hospitality, recreation, fitness, or a related field.
• Strong interpersonal and communication skills with the ability to engage diverse populations.
• Demonstrated ability to lead through influence rather than direct supervision.
• Experience collecting, analyzing, or responding to customer feedback preferred.
• Strong organizational skills and attention to detail.
• Ability to work flexible hours, including evenings and weekends, as needed.

Key Competencies

• Member-focused mindset
• Leadership and coaching skills
• Problem-solving and conflict resolution
• Event coordination and organization
• Data-informed decision making
• Professional presence and approachability

PHYSICAL REQUIREMENTS

• Ability to walk, stand or sit for long periods of time.
• Ability to bend, kneel, push, and pull.
• Ability to lift up to 25lbs.
• Must have adequate sight and hearing to effectively respond to a variety of situations.
• Ability to speak and write concisely and effectively communicate needs.

Southern District YMCA is an Equal Opportunities employer and embraces diversity in our employee population. It is the policy of SDYMCA to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or genetic information.