Membership Sales & Service Shift Leader - The YMCA of Greater Toronto - Toronto, ON

• Provides leadership and coaching by demonstrating excellence in all areas of membership sales & service; providing feedback, support and training to Membership Sales staff and volunteers.
  


• Responsible for coordinating and monitoring sales and renewals, including follow up on promotions and organizing data, to ensure sales and renewal targets are met or exceeded.
  


• Assists Supervisor in recruiting, and developing effective volunteer teams within the department.
  


• 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 and trains membership staff on effective sales techniques to link 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 standards and EYE 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 handling potential qualified members 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 the legal responsibilities and moral imperative to report suspected child abuse to Children’s Aid Society.
  


• 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.
  

Qualifications

• Degree or Diploma in sales, health, fitness, wellness management, or related field an asset
  


• Minimum of 2 years sales and/or customer service experience, preferably in a membership/client based environment with leadership and supervisory experience
  


• 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
  


• Experience and sensitivity in dealing with members of different cultural and racial backgrounds, including visible and non-visible dimensions of diversity
  


• Proficiency with computers, experience with CLASS an asset
  


• Philanthropy involvement; planning, storytelling, volunteerism an asset
  


• Current CPR and First Aid an asset
  


• Flexibility regarding assigned working hours, including evenings and weekends
  


• The position requires the following Association Competencies: advanced competence in: Effective Interpersonal Communications fundamental competence in: Ethics and Self-Management; being Member Focused; Relationship Building and Partnering; being Results Focused; Teamwork and Collaboration; Valuing Diversity and Social Inclusion