Works towards and achieves personal and team sales targets Models excellence in both sales and service. Performs duties of a Membership Sales Staff in an exemplary manner as required by work volumes and scheduling needs.
Member focused at all times, prioritizes all responsibilities in order to seek opportunities to initiate conversations with members and prospective members. Works at a fast pace and responds to multiple priorities effectively
Handles membership enquiries by building rapport, asking probing questions to ascertain prospective member needs and interests and customizes tour of the facility to link member interests to program options.
Demonstrates comprehensive knowledge of all programs and services available, resulting in tour conversions and membership registrations; Assists members to understand membership options, payment plans and types.
Assists centre in reducing withdrawal numbers, reducing expiry numbers and maintaining high member retention by addressing member concerns quickly, effectively with a socially inclusive perspective and solution focused mindset.
Provides a specific and personal focus to new members and follows up after tours to ensure they receive a welcome call, and are booked for relevant program training. Understands the Stages of Change and uses this knowledge to assist members in making a lifestyle change.
Identifies additional fee-based programs and activities of potential interest to members leading to additional sales revenue (e.g. personal training, aquatics, day camp, etc.).
Ensure accuracy when handling money and completing cash balancing. Protects the assets and information of the YMCA and its members.
Maintains YMCA standards and is a positive role model for our Mission, Vision and Commitment to Service. Understands and demonstrates YMCA Priority S.A.M (Serving All Members)standards and E.Y.E . (Evaluate Your Employees) standards
Makes decisions and solves problems regarding membership sales and service functions, membership accounts, members concerns, and members’ behaviour. Assists members in resolving past due accounts, identifying options and referring potential qualified members to team leader/supervisor for membership assistance.
Remains flexible in regards to scheduling needs and understands key times for the team including peak times of the day, days, weeks, seasonal changes and unexpected changes in member patterns.
Demonstrates appropriate behaviours in line with our Mission, Vision and Values as reflected in our YMCA competencies; takes a member focused approach to increase their understanding of programs offered across the Association. Represents the YMCA and the Association in a professional manner.
Understands and supports YMCA philanthropic commitments, connects with families and offers opportunities to give, either financially or their personal time, including participation in special events within the centre and the community.
Understands the legal responsibilities and moral imperative to report suspected child abuse to Child Protection Services.
Understands the importance of the volunteer staff partnership and integrates the value of philanthropy and volunteerism in dealings with members, volunteers, donors and staff.
Other duties as assigned.
Some post secondary education in sales, marketing, promotions, retail management, or related field an asset
Minimum of 2 years sales and/or customer service experience, preferably in a membership/client based environment
Previous experience in promotional sales including demonstrated skills in identifying potential customer needs and interests leading to successful up-sales, renewals, etc.
Familiarity with personal member and payment info, including knowledge of privacy and protection requirements of such info
Well-developed interpersonal, and relationship building skills; ability to establish rapport and excellent communication with members, staff and volunteers
Excellent written communication skills
Commitment to working in a socially inclusive environment responding with sensitivity and personal awareness to the diverse needs of members including visible and non-visible dimensions of diversity
Proficiency with computers, experience with CLASS and FitLinxx an asset
Philanthropy involvement; planning, storytelling, volunteerism an asset
Current CPR - C and First Aid an asset
Flexibility regarding assigned working hours, including evenings and weekends
The position requires the following Core Association Competencies: advanced competence in: Effective Interpersonal Communications fundamental competence in: Ethics & Self-Management; being Member Focused; Relationship Building and Partnering; being Results Focused; Teamwork and Collaboration; Valuing Diversity and Social inclusion