Member Engagement Specialist

at  YMCA

Join YMCA of MidTN as a Member Engagement Specialist! Enhance member experience through training, development, audits, and support.
Job Description
Consistent with the Christian mission and vision of the YMCA of Middle Tennessee, and in cooperation with other YMCA staff, under the direction of the Director of Member Engagement, the Member Engagement Specialist will assist in all duties related to improving the Member Experience through participation in Membership initiatives as well as Wellness, Family Services, and Active Older Adults. This includes but is not limited to needs assessments, curriculum development, instructional design, course delivery and facilitation and learning assessments and training evaluations as well as continued support to the centers and Association.
Qualifications
Passion, enthusiasm, and commitment to the mission and cause of the YMCA
An enthusiastic personality with the ability to inspire and motivate staff, volunteers, members and participants to create a culture of service within our Centers

Strong interpersonal and communication skills and the ability to relate effectively to diverse groups of people from all social and economic segments of the community

• Articulate, strong and persuasive oral and written communication skills and listening ability
• Comprehensive knowledge of the YMCA brand, programs and services
• Solid computer skills (Microsoft Office and internet usage)
• Ability to travel to multiple locations and ability to work a flexible schedule, including evenings and weekends
• Minimum 18 years of age
• High school diploma or equivalent required; 2 years of continuing education or three years of comparable YMCA experience; four year college degree preferred
• Training experience with proven ability and demonstrable success

Essential Functions

• Model YMCA core values: caring, honesty, respect and responsibility
• Assist in the on-boarding of YMCA staff in relevant membership development and course offerings
• Assist in the development of a training registration and tracking system to ensure required trainings are received
• Assist in the development and maintenance of a membership training calendar
• Deliver training and instructional materials within centers, IT lab or via the e-learning management system
• Participate in additional self-development trainings, special events, activities, and meetings to include center staff meetings
• Assist in the development and implementation of audit system
• Actively audit staff within centers and update staff supervisor as needed
• Assist in department annual strategic planning process
• Work in collaboration with the Leadership Development Team to ensure all employee development is high quality, consistent, aligned and well integrated
• Ensure all standard operating procedures (SOP) are kept current and disseminated as needed
• Ensure all training materials and kept current via Share Point
• Provide excellent customer service to members/centers (problem solving, answering questions, communication, re-direct as needed)
• Participate in Membership Cabinet meetings, Wellness Cabinet meetings, Family Services Cabinet Meetings, Active Older Adult (AOA) Cabinet meetings and other meetings as requested
• Make recommendations for marketing material, ordering, planning, inventory and vendor relations (to include any specialty item purchases)
• Provide instructional support to centers regarding any programs that impact the member experience
• Responsible for the processing financial information of the YMCA of Middle Tennessee including but not limited to:
• Collections (eCard etc)
• PIFs
• Returns
• Corporate
• Military
• Research problems and answer questions for centers and members in regards to member accounts, including, but not limited to Membership
• Treat all information as confidential
• Serve as primary support positions for staff and members, answering phone calls (round-robin) and emails.
• Review the monthly DPC report to ensure the accuracy of monthly drafts.
• Run Monthly/weekly/daily audit reports; including but not limited to duplicate person, age audits, etc.
• Primary contact for Member Referral Memberships. Monitor spreadsheet for updates and corrections along with assisting the centers & members.
• Additional Duties as assigned

Cause-Driven Leadership Competencies

• Strategic Planning : Ability to assist in department annual strategic planning processes and align with the organization’s mission and vision.
• Training and Development : Experience in curriculum development, instructional design, and delivery of training materials to ensure staff and member development.
• Team Collaboration : Collaborative skills to work effectively with the Leadership Development Team and other YMCA staff to ensure consistent and high-quality employee development.
• Customer Service Excellence : Strong customer service skills to provide excellent support to members and centers, including problem-solving and effective communication.
• Organizational Skills : Ability to manage multiple tasks, maintain training calendars, track systems, and ensure standard operating procedures are current and disseminated as needed.

Required Certifications

• Before start of 1st shift: New Hire Orientation training
• Within 30 days of hire: Daxko Training, Sharepoint Training
• Within 60 days of hire: Attend Introduction to Listen First
• Within six months of hire: Complete course training and Certify in Adult Mental Health First Aid USA from the National Council for Mental Wellbeing

• Model YMCA core values: caring, honesty, respect and responsibility
• Assist in the on-boarding of YMCA staff in relevant membership development and course offerings
• Assist in the development of a training registration and tracking system to ensure required trainings are received
• Assist in the development and maintenance of a membership training calendar
• Deliver training and instructional materials within centers, IT lab or via the e-learning management system
• Participate in additional self-development trainings, special events, activities, and meetings to include center staff meetings
• Assist in the development and implementation of audit system
• Actively audit staff within centers and update staff supervisor as needed
• Assist in department annual strategic planning process
• Work in collaboration with the Leadership Development Team to ensure all employee development is high quality, consistent, aligned and well integrated
• Ensure all standard operating procedures (SOP) are kept current and disseminated as needed
• Ensure all training materials and kept current via Share Point
• Provide excellent customer service to members/centers (problem solving, answering questions, communication, re-direct as needed)
• Participate in Membership Cabinet meetings, Wellness Cabinet meetings, Family Services Cabinet Meetings, Active Older Adult (AOA) Cabinet meetings and other meetings as requested
• Make recommendations for marketing material, ordering, planning, inventory and vendor relations (to include any specialty item purchases)
• Provide instructional support to centers regarding any programs that impact the member experience
• Responsible for the processing financial information of the YMCA of Middle Tennessee including but not limited to:
• Collections (eCard etc)
• PIFs
• Returns
• Corporate
• Military
• Research problems and answer questions for centers and members in regards to member accounts, including, but not limited to Membership
• Treat all information as confidential
• Serve as primary support positions for staff and members, answering phone calls (round-robin) and emails.
• Review the monthly DPC report to ensure the accuracy of monthly drafts.
• Run Monthly/weekly/daily audit reports; including but not limited to duplicate person, age audits, etc.
• Primary contact for Member Referral Memberships. Monitor spreadsheet for updates and corrections along with assisting the centers & members.
• Additional Duties as assigne