Member Engagement & Satisfaction Coordinator at Southern District YMCA- Camp Lincoln Inc

Exeter, New Hampshire, United States -

Full Time

Start Date

Immediate

Expiry Date

21 May, 26

Salary

21.0

Posted On

20 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Member Engagement, Training, Coaching, Facility Safety, Cleanliness, Retention, Recruitment, Event Logistics, Community Outreach, Feedback Analysis, Interpersonal Skills, Communication Skills, Leadership, Problem-Solving, Conflict Resolution

Industry

Civic and Social Organizations

Description

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 Member Experience & Floor Engagement 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. Customer Service Leadership & Training 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. Programming, Retention & Recruitment 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. Member Feedback & Satisfaction Metrics 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, escalate concerns as appropriate, and recommend actionable improvements. Event Logistics & Community Outreach 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. Facility Safety & Cleanliness 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.

Responsibilities

This coordinator creates a welcoming environment by monitoring the facility, championing customer service, safety, and cleanliness standards, and supporting retention through engagement initiatives. The role also involves serving as the primary contact for member feedback, supporting events, and taking on Manager on Duty responsibilities weekly.