Member Advisor II- South Tampa Family YMCA

Member Advisor II
- South Tampa Family YMCA (Education)

The South Tampa Family YMCA is looking for a Member Advisor II associate who is passionate to support attracting, engaging and retaining members in our membership department. We are looking for candidates who are excited to workin a team-oriented, high-volume, fast-paced, member-centric environment. The Member Advisor II is the first impression and sets the stage for an exceptional member and guest experience.

While demonstrating a welcoming, genuine, hopeful, nurturing and determined approach, the advisor greets all members and guests, ensures proper check-in procedures are followed, manages incoming calls from multiple phone lines, processes program registrations, provides cause driven tours to prospective members and collaboratively works towards reaching team goals each month. The Member Advisor II is accountable for enhancing the member experience in order to drive relationships with and between members and increase membership acquisition, engagement and retention.

This position will also be responsible for new associate onboarding in partnership with the Associate Executive Director. They will train others in service standards while driving a superior cause-driven member experience and will serve as leader-on-duty to support the member experience and safety guidelines.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
Program Quality and Growth

Welcome Center Operations >
Leads the welcome center operations to ensure membership engagement, acquisition, retention, and continuous improvement to include, but not limited to:

Ensure standards are being followed for member service and engagement. Timely notification to member services team associates about any changes regarding center, program and other related information critical to member service and engagement.

Membership Enrollment

Supports membership enrollment including meeting/exceeding established goals. This includes:

Conducting new member onboarding, returning, and prospect cause-driven member tours and assisting in ensuring a seamless transition based on member-specific needs and interests. Identify and attend community events to promote Y membership. Solicit and track sales leads, continually follow-up with prospective members to secure tour appointments, perform all feature/benefit tours of the family center, and close tours by enrolling prospects as members.

Providing enrollment and marketing support as needed including web and/or social media communications and engagement.

Operations/Team Leadership Administrative

Manages daily business and administrative functions as it pertains to membership, including but not limited to membership reporting, collection, sales, and cash handling in adherence to YMCA policies and procedures. This also includes:

Collaborating with YMCA Engagement & Solutions Center, Accounting and other departments to ensure seamless processing of member transaction and administration. Generating membership, enrollment and revenue reports as needed. Ensuring member accounts and other administrative tasks are up-to-date and accurate. Supporting Associate Executive Director with sales management reporting and department scheduling. Posting updates and community events on social media outlets (Facebook, Instagram, etc.).

Leader-on-Duty

shifts

Facility walk throughs, facility audits, engaging with members, assist programs, safety or leadership representative.

Advocates for association-wide practices and is a source for innovative ways to grow the membership experience, base, and practices through member services. Training staff

Will assist Membership Director in onboarding new membership associates.

Assist the Membership Director in collaborative leadership and guidance to peers through association-wide meetings, direct one-on-one best practice sharing with associates both in and outside the center. Assists the Membership Director during meetings with member services staff to learn and gauge satisfaction in relation to member services. Cause-Driven Tour lead

Will be looked at as expert for the center, will assist the Membership Director in training leadership and membership staff on cause-driven touring.

Must possess and utilize excellent organizational skills, with the ability to empower staff members. Promotes and adheres to all Tampa Y safety protocols and best practices. Membership Engagement and Retention

Facilitates member connection and commitment to YMCA programs and services and collaborates with Membership Director to ensure the member experience is consistent, integrated and aligned to YMCA goals for member experience and engagement. This includes:

Works with Membership Director and center leadership staff to implement member retention and outreach strategies to increase member satisfaction and retention rates. Provides a visible presence in the center and actively interacts with prospects and members to ensure member and prospect needs are met. Increases member engagement and program…