Membership Experience Coordinator

Title: Membership Experience Coordinator

Reports to: Manager of Membership

Position Status: Full-time, flexible evenings and weekend

Salary Range: $38,000 – $42,000 annually

Start Date: As soon as possible

Office Locations: Sydney

Be the spark that ignites the potential in people! The YMCA of Cape Breton is looking for a dynamic self-starter to join our team as Membership Experience Coordinator.

The YMCA Experience

The YMCA of Cape Breton is one of the largest charities in Nova Scotia and a member of one of the most recognized organizations in the world. Our mission is to connect and ignite the potential in people, helping them grow and give back to our communities. Through building connections with people at all ages and stages of their lives – as well as the broader community – the YMCA of Cape Breton serves over 35 000 people annually.

Programs and services focus on empowering people of all ages and life stages to overcome barriers and rise to their full potential. These include: health, fitness and aquatics; licensed childcare; employment programs (Nova Scotia Works); youth programming and related community services. The YMCA occupies 14 program sites across Cape Breton Island.

The YMCA of Cape Breton offers a great workplace culture achieved through an environment that embraces diversity and social inclusion, values differences, celebrates achievements and supports full participation by all employees. We believe that everyone belongs! The YCB provides 200+ employees with meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of those within our communities.

Position Summary

Reporting to the Manager of Membership, this position is responsible for the administration of Active NET and support of the HFA Team. They will provide administrative support to ensure efficient, accurate delivery of administrative services in support of quality program delivery. This role will be accountable for setting up YMCA Program Registration in Active NET, ensuring program prices and coding for revenue recognition are accurately set up.

The Membership Experience Coordinator provides excellence in customer service through meaningful interactions with members, staff and volunteers primarily through but not limited to phone and email. The Member Support Team has an important role and responsibility in member retention and overall member satisfaction. This role will work alongside the HFA and Membership Team actively engaging with members on daily basis.

This role will support the system training and development needs of the team located at both the Frank Rudderham Family YMCA and Membertou Branch. Additionally, this role will manage the subsidy (financial assistance) applications for both membership and programming and ensure the applications and people in the process are afforded confidentiality and respect. All duties to be carried out in alignment with the Y policies and guidelines.

Principle Responsibilities:

1. Work with the Membership Manager to support the Member Call Reports with outbound calling for both New and Cancelled Members. Providing monthly reports with a goal to improve Member Retention rates month over month.

2. Be a Super User for Active Net and PUNCHPASS developing the knowledge of the system to be able to be the go-to person for training and problem solving.

3. Responsible for coordination of administrative activities associated with aquatics, day camp, child/youth, participant registration and financial assistance programs. Including: entry/maintenance of participant information, financial assistance applications, wait list management, and other administrative duties to support a seamless, positive registration experience.

4. Work with Finance Team to support and management YMCA Corporate Membership to ensure 3rd party billing and invoicing is actively updated and Corporate Partners are supported.

5. Assist with the financial assistance applications and processing to ensure all annually budgeted targets are met.

6. Run reports as required on subsidy, membership stats and assist Association to fully leverage the tools available in Active NET to develop a team of Super Users as the organization grows.

7. Coordinate training requirements in ACTIVE NET for new employees and develop a role specific access rules that can be audited and reported on.

8. Provide front-line support to new and existing members, including membership applications and requests for financial assistance, program registration, member orientations, as well as facility tours when required.

9. Be the first point of contact for facility rentals.

10. Follow the Duty Manager Shift Rotation with some evenings and weekends as required.

11. Other duties as assigned.

Qualifications

· Degree, diploma in Business/ working experience with Registrations fee-based organizations or related field

· 2 years’ experience in Office Administration, Program Administration

· Strong organizational skills and the ability to manage multiple, competing deadlines and tasks

· Demonstrated discretion and sound judgement in the handling of confidential information.

· Strong analytical skills and attention to detail in the resolution of issues, process improvement and evaluation

• Strong customer service/sales skills, with demonstrated ability to build relationships and establish rapport with members and the community

· High level of initiative is needed to work independently and respond to unanticipated items

· Schedule flexibility to accommodate variations outside of regular business hours, as needed.

We Offer

· Participation in Comprehensive Group Benefits and Pension Program

· Individual & Family YMCA Membership

· Strong Work Life Balance Programs (i.e. Paid Personal and Vacation Days, Flex work options)

· Discounted Childcare and Camp Rates

Note: Successful candidates will be required to provide a current and satisfactory Criminal Record Check/ Vulnerable Sector Check and Child Abuse Registry Check. They will also be required to attend YMCA Child Protection Training, as well as successfully complete First Aid and CPR training.

Apply Today!

Be the welcoming face.

Be that reassuring smile.

Be the helping hand.

Be the spark that helps everyone Shine On.

Please email your cover letter and resume in one document to HR@cb.ymca.ca by 4:30 pm on Friday February 23, 2024, referencing YMCA- MEC2024.

We look forward to hearing from you!

Please note only candidates selected for an interview will be contacted.

Our organization is committed to ensuring a diverse and inclusive workforce through equitable participation of persons from diverse groups. All applicants who are members of an employment equity group are encouraged to self-identify. If you require accommodation during the hiring process, please inform us in advance to arrange reasonable and appropriate accommodation.

Job Type: Full-time

Benefits:

• Company pension
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site gym
• Paid time off
• Vision care

Schedule:

• Evening shift
• Weekends as needed

Work Location: In person