Membership Coordinator

Kankakee Area YMCA

Job Title: Membership Coordinator
FLSA Status: Full-Time, Non-Exempt
Pay Rate: $22 - $25 per hour

Reports to: Director of Operations

Position Summary

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.

Essential Functions:

Membership Sales & Revenue Growth

• 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

Operations & Staff Leadership

• 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

Hiring, Training & Staff Development

• 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

Systems, Reporting & Process Management

• 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

Collaboration & YMCA Integration

• 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 interests
• Supports events, initiatives, and organizational priorities

Operational Excellence

• Maintain clean, organized, and member-ready-front of house and membership service areas throughout operational hours.
• Ensures operational issues, facility concerns, safety incidents, and member concerns are communicated and documented promptly according to YMCA procedures.
• Maintains accurate membership records, lead tracking, incident documentation, and operational reporting within YMCA systems.
• Supports consistent implementation of YMCA policies, Standard Operating Procedures (SOPs), and member service expectations.
• Assists with execution of membership promotions, operational communication efforts, and distribution of YMCA marketing materials.
• Demonstrates accountability for operational readiness, staffing coverage, and overall member experience during assigned shifts.

Strategic Performance Objectives
Membership Growth & Retention

• Supports achievement of monthly membership growth and retention goals established by leadership.
• Ensures timely follow-up and consistent communication with prospective members and membership leads.
• Assists in improving membership conversion rates through relationship-building, tours, and needs-based membership conversations.

YMCA Leadership Competencies (Leader Level)

• Mission Advancement: Demonstrates the YMCA mission and values in all interactions.
• Collaboration: Builds positive working relationships across departments and supports a team-oriented operational culture
• Communication: Communicates clearly, professionally, and consistently with staff, members, guests, and leadership
• Operational Effectiveness: Maintains high operational standards related to safety, member service, staffing, and front-line operations
• Leadership & Accountability: Demonstrates initiative, sound judgment, problem solving, and accountability in day-to-day operational leadership
• Personal Growth: Seeks feedback, embraces learning, and adapts to change.

Qualifications

Qualifications

Required:

• High school diploma or equivalent
• 2–3 years of experience in operations, customer service, or supervisory roles
• Strong leadership, organizational, and problem-solving skills
• Ability to manage multiple priorities and lead a large team
• Flexible schedule, including evenings and weekends
• Commitment to YMCA values: Caring, Honesty, Respect, and Responsibility

Preferred:

• Experience in a YMCA or similar nonprofit or membership-based organization
• Supervisory experience in front-line operations
• Experience with membership systems (e.g., Daxko)
• Physical Demands & Work Environment
• Ability to remain on feet for extended periods
• Ability to move throughout the facility
• Ability to lift up to 25 pounds occasionally
• Work environment includes front desk, childcare areas, and general facility spaces

Leadership Expectations

• Demonstrates professionalism, accountability, and sound judgment
• Serves as a visible and supportive leader for staff and members
• Communicates effectively and collaborates across teams
• Maintains confidentiality and models YMCA values in all interactions
•  

Performance Indicators

• New Membership Sales: Maintain an average of at least 40 new membership units per month, measured on a rolling three-month basis.
• Net Membership Growth: Demonstrate measurable improvement in net membership performance and achieve break-even or positive net membership unit growth within six months, measured as new membership units minus terminated membership units.
• Tour Conversion: Increase completed tour-to-membership conversions to a minimum of 5 per month within 90 days and 6 per month within six months.
• Tour Follow-Up: Ensure 100% of completed membership tours are documented and receive follow-up within one business day.
• Prospective Member Follow-Up: Ensure at least 95% of qualified membership leads receive initial follow-up within one business day, with a minimum of three documented contact attempts for prospects who do not initially respond or join.
• Cancellation & Retention: Ensure 100% of eligible voluntary cancellation requests receive a documented retention/save conversation prior to termination. Establish the cancellation save-rate baseline during the first 90 days and thereafter maintain a minimum 20% save rate on eligible voluntary cancellations.
• Payment/NSF Recovery: Ensure 100% of accounts identified through the established NSF/payment recovery process receive required outreach within established timelines, with a goal of reducing Lack of Payment/NSF terminations by at least 10% within six months from the established baseline.
• Staff Coaching & Accountability: Conduct and document a minimum of one individual performance/coaching conversation per Membership Associate each month.
• Staff Sales Training: Ensure 100% of Membership Associates complete established training for membership tours, prospective-member follow-up, sales practices, and cancellation/retention procedures within 60 days of implementation or hire.
• Membership Performance Reporting: Review membership joins, terminations, net membership units, tours, conversions, leads, cancellation saves, and termination reasons monthly with the Director of Operations.

Performance Indicators cont’d

• Retention Action Planning: Identify the top two controllable membership termination reasons each month and implement documented action steps designed to improve retention.
• Member Experience: Ensure at least 95% of member concerns requiring follow-up are acknowledged within one business day and appropriately documented through resolution.
• Staff Compliance: Maintain 100% completion of required Membership staff training, certifications, and employment documentation by established deadlines.
• Scheduling & Operational Accountability: Publish Membership staff schedules at least two weeks in advance, except when operational circumstances require adjustment, and maintain staffing within established departmental labor expectations.

Performance Review & Goal Adjustment: Performance indicators will be reviewed regularly with the Director of Operations. Numerical targets may be adjusted based on approved YMCA budgets, historical performance, strategic priorities, market conditions, and organizational needs. Any adjusted performance expectations will be communicated to the Membership Coordinator in writing.