Community Experience Coordinator

POSITION SUMMARY

The Member Experience Coordinator is responsible for creating a welcoming, inclusive, safe, and positive experience for all YMCA members, guests, and participants. This position provides leadership and operational support for  Member Services, Fitness, scheduling, staff coordination, and daily branch operations .

The Member Experience Coordinator serves as a visible leader within the branch and works closely with YMCA leadership, staff, volunteers, and members to ensure consistent delivery of excellent customer service. The position assists with staff scheduling, training, performance support, member engagement, facility operations, fitness services, and implementation of YMCA policies and procedures.

This position is expected to model the YMCA's values of Caring, Honesty, Respect, and Responsibility while supporting membership growth, member retention, healthy living, and overall branch success.

The ideal candidate is organized, dependable, detail-oriented, customer-service focused, and comfortable managing multiple priorities in a fast-paced, community-focused environment.

BENEFITS

- Free YMCA Membership/Discounted family membership – Enjoy full access to facilities & program discounts for you and your family!

- Program discounts.

- Retirement Savings – 12% employer retirement contribution after minimum requirements met, no match requirement (upon eligibility).

- Professional Growth – Access to ongoing training, development programs, and career advancement opportunities.

ESSENTIAL FUNCTIONS

Member Experience & Member Services

- Welcome and engage members, guests, and visitors in a friendly, professional, and inclusive manner.

- Provide exceptional customer service and promote a positive member experience throughout the facility.

- Assist prospective members with tours, membership information, program information, and enrollment processes.

- Process memberships, membership changes, program registrations, payments, and other transactions accurately.

- Respond to member questions, concerns, and requests and resolve issues within a 24-hour business period.

- Escalate complex member concerns to appropriate leadership and assist with follow-up and resolution.

- Explain YMCA policies, procedures, programs, services, schedules, and facility guidelines.

- Conduct member outreach and follow-up to support engagement, satisfaction, and retention.

- Support membership campaigns, special events, orientations, challenges, and member engagement initiatives.

- Identify opportunities to connect members with programs, services, and resources that support their individual goals.

Fitness & Healthy Living

- Provide a welcoming and supportive environment for members using the fitness center and wellness areas.

- Conduct fitness center orientations and introduce members to cardiovascular, strength, and other fitness equipment as appropriate.

- Assist members with proper equipment use and basic facility safety procedures.

- Monitor fitness areas and equipment to promote safe and effective use.

- Perform routine equipment inspections and report maintenance or safety concerns.

- Encourage participation in YMCA fitness, wellness, group exercise, personal training, and healthy living programs.

- Create fitness challenges, wellness events, member engagement activities, and healthy living initiatives.

- Help maintain fitness areas, equipment, and supplies in a clean, organized, and safe condition.

Scheduling & Staff Coordination

- Develop, maintain, and adjust staff schedules for Fitness, and other assigned areas based on facility operating hours, program needs, staffing levels, and budget.

- Ensure appropriate staffing coverage for opening, closing, peak member usage periods, programs, and special events.

- Monitor staffing levels and identify coverage gaps, scheduling conflicts, and operational needs; willingness to fill in the gaps as substitute coverage when needed.

- Communicate schedules, schedule changes, operational updates, and expectations to staff in a timely manner.

- Maintain accurate timekeeping and payroll information.

- Work with department leadership to anticipate staffing needs and support recruitment recommendations when additional staff are needed.

Staff Leadership & Managerial Responsibilities

- Provide day-to-day leadership, direction, and support to assigned Member Services and Fitness staff.

- Assign daily responsibilities and ensure staff understand priorities and operational expectations.

- Conduct staff check-ins, coaching conversations, and performance feedback as assigned.

- Train staff on customer service standards, membership procedures, facility operations, safety practices, and YMCA policies.

- Serve as a resource and escalation point for staff questions and operational concerns.

- Assist department leadership with staff evaluations, performance improvement plans, and personnel recommendations.

- Participate in hiring processes, including interviewing and providing hiring recommendations, as assigned.

- Assist with staff meetings, training sessions, and professional development activities.

Daily Branch & Operational Leadership

- Serve as a manager-on-duty or designated shift leader when assigned.

- Ensure opening and closing procedures are completed accurately.

- Conduct regular facility walks to identify cleanliness, maintenance, safety, and security concerns.

- Ensure common areas, member service areas, fitness spaces, and equipment meet YMCA standards.

- Complete and/or ensure completion of required incident, accident, maintenance, and operational reports.

- Assist with emergency procedures and ensure staff understand their assigned emergency responsibilities.

Administrative & Program Support

- Assist with tracking department goals, membership activity, participation, customer service measures, and other assigned performance indicators.

- Assist with membership retention and engagement initiatives.

- Utilize YMCA software and technology systems for scheduling, membership management, communication, reporting, and timekeeping.

- Maintain confidentiality of employee, member, financial, and organizational information. YMCA Mission & Values

- Demonstrate the YMCA's core values of  Caring, Honesty, Respect, and Responsibility  in all interactions.

- Support the YMCA's mission through youth development, healthy living, and social responsibility.

- Demonstrate leadership that reflects the YMCA's commitment to strengthening individuals, families, and communities.

Qualifications

Required

- High school diploma or equivalent.

- Previous customer service, membership, fitness, recreation, hospitality, or related experience.

- Previous experience leading or supervising employees preferred.

- Strong interpersonal, communication, organizational, and problem-solving skills.

- Ability to manage multiple priorities in a busy facility environment.

- Ability to schedule and coordinate staff effectively.

- Ability to provide direction, coaching, and feedback to employees.

- Basic computer skills and ability to learn YMCA membership, scheduling, timekeeping, and registration systems.

- Ability to work independently and make appropriate decisions within established policies and procedures.

- CPR/AED and First Aid certification

Preferred

- Associate or bachelor's degree in business, recreation, exercise science, hospitality, management, or a related field.

- Personal training, group exercise, fitness, wellness, or related certification.

- Lifeguard certification and CDL preferred and/or willing to obtain.

Physical Requirements

The employee must be able to perform the essential functions of the position with or without reasonable accommodation.

- Ability to stand and walk for extended periods.

- Ability to bend, stoop, reach, and move throughout the facility.

- Ability to lift and/or move equipment and supplies as required.

- Ability to demonstrate or assist with basic fitness equipment when properly trained.

- Ability to respond quickly to facility, safety, and emergency situations.

- Ability to communicate effectively with members, guests, volunteers, and staff.

Work Environment & Schedule

- Work is performed in a YMCA facility that may include fitness centers, member service areas, program spaces, offices, and other community-use areas.

- Position requires flexibility to work early mornings, evenings, weekends, holidays, and other nontraditional hours based on branch operating needs.

- May be required to serve as the manager-on-duty during assigned shifts.

- May be required to respond to staffing issues or operational needs outside of the employee's regular schedule.

- Employee may be exposed to moderate noise, varying temperatures, physical activity, and high-traffic periods.

- Must be able to adjust priorities and responsibilities based on operational and member needs.