Membership Coordinator

Job Details:

Job Location:

Kankakee, IL 60901, Salary Range: $22.00 - $25.00 Hourly, Kankakee Area YMCA

Job Title:

Membership Coordinator

FLSA Status:
Full-Time, Non-Exempt

Pay Rate: $22 - $25 per hour

Reports to:

Director of Operations

The Membership Coordinator leads the daily operations, staff performance, and revenue outcomes of the Membership department. This role is responsible for driving membership sales and growth, strengthening retention, and ensuring an exceptional member experience through strong leadership of front-line staff and operational excellence.

Reporting to the Director of Operations, this position supervises all Membership Associates and front desk staff, oversees scheduling and systems, and leads membership growth through strong sales practices, staff coaching, and accountability to performance metrics.

• Leads and achieves membership sales and retention goals for the branch
• Oversees the full membership sales cycle, including tours, follow-up, and conversion
• Coaches staff on sales behaviors, including needs-based selling and value-based communication
• Ensures timely and consistent follow-up with prospective members and all leads generated through outreach, events, and community partnerships
• Sets clear expectations and performance standards for membership staff related to tours, lead follow-up, and conversion
• Actively drives membership growth by ensuring consistent tour scheduling, follow-up, and conversion practices among membership staff
• Monitors and analyzes key performance indicators, including:
  • New joins
  • Tour-to-membership conversions
  • Retention/cancellation saves
  • Lead response management
• Utilizes membership systems (e.g., Daxko) to track performance and maintain accurate data

• Oversees daily Membership Desk operations to ensure a welcoming, efficient, and member-centered experience
• Serves as Manager-on-Duty during assigned shifts, making real-time operational decisions
• Provides direct supervision for all Membership Associates and front desk staff
• Maintains a visible leadership presence on the membership floor during peak hours to support staff, assist members, and ensure high-quality service:
  • Maintaining an engaged leadership presence
  • Supporting staff
  • Assisting members
  • Addressing concerns
  • Ensuring service standards are met
• Creates and manages staff schedules to ensure proper coverage based on usage and demand
• Reviews timecards, monitors attendance, and ensures scheduling accuracy

• Leads hiring, onboarding, and training for Membership Associates and front desk staff
• Provides ongoing coaching, performance feedback, and corrective action when needed
• Reinforces YMCA values:
  Caring, Honesty, Respect, and Responsibility
• Develops staff confidence in both service delivery and membership sales conversations

• Maintains accurate membership and program data within systems
• Ensures proper cash handling and transaction procedures
• Follows and reinforces Standard Operating Procedures (SOPs)
• Supports audits, reporting, and operational evaluations
• Identifies and implements process improvements

• Partners with the Community Relations Coordinator to ensure smooth handoff and follow-up of prospective member leads
• Works collaboratively with all departments to support member engagement and program alignment
• Works with program departments to ensure membership staff understand upcoming programs and can confidently communicate offerings and registration opportunities to members and prospective participants
• Supports program participation growth by connecting prospective members with YMCA programs and services that align with their…