Job Code: WE

Member Experience Coordinator

Category: Membership
Location: West End Y

Job Type: Full-Time
Staff Contact: Kathy Spence


Oversees the experience and engagement aspects of membership services in support of member needs. Assists the Director of Membership Development in providing direction to the membership department to deliver high-quality customer service.


The Lake County YMCA is seeking a Member Experience Coordinator at the West End Y. The job description and qualifications are listed below. This is a full-time, non-exempt position. The YMCA is an Equal Opportunity Employer.

Please email cover letter, resume and at least 3 professional references to [email protected]

  1. Drives membership engagement & retention process for the branch.
    1. Conducts interviews and tours for prospective members.
    2. Administer member onboarding programs, engagement challenges, activities, and events.
    3. Maintains an understanding of current branch programs. Connects member’s interests to healthy living orientations and available programs. Attends programming with members as needed.
    4. Promotes program enrollment and connections with existing and potential members.
    5. Coordinates member appreciation events.
    6. Perform member exit surveys as needed.
  2. Acts as branch engagement software administrator in collaboration with the Director of Marketing & Communications and Director of Membership Development. Trains staff on system usage, implements best practices, and updates staff on system upgrades.
  3. Collaborates with Director of Membership Development to ensure quality service delivery to all members and guests.
  4. Develops and oversees marketing and communication to branch members under the direction of the Director of Marketing & Communications and Director of Membership Development. This includes monthly newsletters, email communication, and social media.
  5. Oversees and ensures consistency in new member packet and program guide processes.
  6. Works with Director of Membership Development to train, develop and direct personnel and volunteers as needed. Develops strategies to motivate staff and achieve goals.

Advancing Our Mission & Cause
Provide visionary leadership to the organization and to ensure that all resources are mobilized to adapt to new challenges and needs in the community.

Building Relationships
Connect people to the Y’s cause by developing inclusive relationships, partnerships, and collaborations so that Ys can co-create solutions to pressing social needs.

Leading Operations
Ensure the relevance, effectiveness, and sustainability of the organization so that we can continue to fulfill our promise to the community.

Developing & Inspiring People
Support the holistic development of self and others so that everyone can embrace the Y’s cause, sustain the Y’s culture, and inspire others to take individual and collective action to further our impact.

  1. High School graduate or equivalent; one year or more of college preferred.
  2. One to two years of sales and/or customer service experience required.
  3. One to two years of group exercise/ fitness instruction experience preferred.
  4. Ability to relate effectively to diverse groups of people from all segments of the community.
  5. Proficient in all standard business software.
  6. Excellent oral and written communication skills

Mostly sedentary work. Exerting up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

May be subject to environmental conditions. Protection from weather conditions but not necessarily from temperature changes.

Ability to:

  1. Sit and/ or stand for the length of the work shift.
  2. Walk throughout the facility and climb stairs occasionally.
  3. Use hands and fingers/ ability to type.
  4. Have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.
  5. Ability to receive detailed information through sound as well as express through spoken word.

Read and interpret instructions, procedures, manuals, and other documents.

  • $10-12 per hour
  • Excellent healthcare package, life insurance, 12% retirement (upon completion of specific requirements), paid vacation, optional dental, and other benefits as listed in the personnel policy.


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