Membership Sales & Wellness Consultant

POSITION SUMMARY:
The Membership Sales & Wellness Consultant is a frontline, relationship-focused sales, service and wellness professional responsible for converting prospective members into YMCA members, supporting membership growth and retention, connecting members to meaningful health and wellness experiences and creating an exceptional experience at every point of contact while supporting long-term member engagement and retention. This position combines traditional membership sales responsibilities with the knowledge, skills, and development opportunities of a wellness professional, creating a more
comprehensive and personalized approach to the YMCA member journey. The consultant serves as a bridge between Membership and Healthy Living, helping members move beyond simply joining the YMCA to actively participating in programs and services that support their personal health, wellness, and
performance goals. Reporting to the Membership Sales Director, this position actively engages prospects, conducts needs-based tours, follows up on leads, recommends relevant YMCA memberships and programs, and completes accurate membership transactions. The consultant also supports welcome desk
operations, member onboarding and outreach, and a safe, inclusive, welcoming environment. Success is measured by individual sales activity and results, timely follow-up, member engagement, and service excellence.

ESSENTIAL FUNCTIONS:
Membership Sales, Wellness and Lead Conversion

• Meet or exceed assigned individual membership sales, conversion, outreach, and activity goals in support of branch monthly, quarterly, and annual membership and revenue targets.
• Proactively engage walk-in visitors, inbound inquiries, referrals, and prospective members to identify interests and goals; clearly communicate YMCA membership benefits and available financial assistance.
• Conduct welcoming, needs-based facility tours, while incorporating fitness and wellness discussion; recommend the appropriate membership, programs, and wellness services; address questions and objections; and confidently ask for the membership sale.
• Identify member goals, exercise experience, interests, barriers and opportunities for greater participation and long-term success in their health and wellness journey.
• Maintain accurate and timely lead records in YMCA software systems; complete required phone, email, and other follow-up, document outcomes, and move prospects through the sales process.
• Generate opportunities through referrals, member conversations, prospect reactivation, approved outreach, and participation in branch sales initiatives.

Retention, Onboarding, and Member Engagement

• Deliver a strong new-member experience, including orientation to facility amenities, policies, programs, and next steps; complete assigned 30-, 60-, and 90-day onboarding contacts.
• Build authentic relationships with members, learn their goals, exercise experience, interests, barriers, and opportunities for greater participation in YMCA programs and recognize opportunities to deepen engagement.
• Introduce and recommend appropriate personal training, small group training, wellness center services, fitness assessments, and specialized programming.
• Actively connect members to wellness staff, wellness services and staff of other departments to strengthen connection to the YMCA.
• Collaborate with Healthy Living leadership and Personal Trainers to facilitate consultations, appointments, and program enrollment.
• Contact members identified for low usage, unresolved concerns, or possible cancellation risk as assigned; listen, offer solutions within policy, and escalate concerns appropriately.
• Respond promptly and professionally to concerns and inquiries, documenting and referring matters that require leadership action.

Welcome Desk, Service, and Transactions

• Provide visible, hospitable service at the welcome desk and throughout the center, greeting members and guests and assisting with check-in, facility access, registrations, and questions.
•  Accurately process memberships, program registrations, payments, account updates, and related records while maintaining confidentiality and following all cash-handling and financial procedures.
• Respond to phone, email, digital, and in-person inquiries in a timely manner; keep the desk and related materials organized, welcoming, and sales-ready.
• Apply YMCA policies consistently, coordinate with other departments, and follow emergency, safety, and incident-reporting procedures.

Performance, Teamwork, and Community

• Track individual activity and outcomes such as leads contacted, tours completed, follow-up completion, memberships sold, and conversion results; review progress with the Membership Sales Director and act on coaching.
• Participate in sales and service training, team meetings, campaign activities, and continuous improvement efforts; share prospective-member feedback and emerging opportunities.
• Support the YMCA Annual Support Campaign and community-impact storytelling through appropriate member conversations, event assistance, and referrals, as directed.
• Model the YMCA core values of Caring, Honesty, Respect, and Responsibility; comply with brand, service, privacy, safety, and child-protection standards.
• Perform other duties as assigned consistent with the role.

YMCA COMPETENCIES:
Relationship Building • Communication & Influence • Sales and Customer Focus • Inclusion • Accountability and Follow-Through • Adaptability • Sound Judgment • Teamwork

SKILLS AND ABILITIES:

• Must exercise good judgment in decision making
• Must be accurate handling transactions and demonstrate strong organizations skills
• Must be able to demonstrate good verbal and written communications skills and effective conflict resolutions skills
• Friendly disposition, knowledge and demonstration of excellent customer service practices
• Model values of honesty, integrity and the ability to work well with a diverse population of
• members.
• Able to manage multiple priorities
• Able to work alone
• Manage stress appropriately

QUALIFICATIONS:

• Must be at least 21 years of age
• High school diploma or equivalent required; relevant sales, customer service, fitness, wellness, or related fields preferred such as personal training, group exercise instruction or other wellness certification
• Ability to build rapport, conduct needs-based consultations, identify individual goals, explain benefits, address objections and confidently recommend and sell membership and appropriate wellness services.
• Interest in exercise science, fitness, wellness, healthy living, and helping individuals achieve personal goals.
• Strong verbal and written communication, organization, attention to detail, and follow-through; ability to engage people from diverse backgrounds.
• Comfort using membership software, email, telephone, and other approved lead-tracking and communication tools; ability to learn YMCA engagement and software systems.
• Ability to handle transactions accurately, safeguard confidential information, manage multiple priorities, and work independently or as part of a team.
• Availability to work assigned shifts, which may include evenings, weekends, and high-traffic periods.

CHILD ABUSE PREVENTION & REQUIRED TRAINING
Support the YMCA’s zero-tolerance commitment to abuse by following all child-safety policies, maintaining appropriate boundaries, completing required training, reporting suspicious behavior or policy violations, and promptly reporting health and safety hazards. Complete required onboarding, harassment prevention,

hazardous communications, bloodborne pathogens, and child abuse prevention training. Obtain and maintain CPR/AED, First Aid, and Emergency Oxygen certifications within YMCA-required timeframes.

CERTIFICATIONS:

• Maintain CPR/AED for the Professional Rescuer yearly
• Maintain First Aid and Administering Emergency Oxygen every 2 years
• Bloodbourne Pathogens/Child Abuse Prevention every year