POSITION PURPOSE
The Team Leader position is a high-profile leadership position that is responsible for helping the Senior Team Leader with the overall direction, coordination, operation, and success of the Department. The Team Leader will ensure the Department meets or exceeds financial goals, while providing remarkable leadership in areas of member experience, team member experience, new membership growth, in-Branch business performance, and member participation.
The Team Leader will provide daily support to a team of 50+ team members and offer ongoing leadership, motivation, and development. They are responsible for casting, coaching, communication, alignment, and holding Department Team Members accountable to collective Greater Philadelphia YMCA expectations. The Team Leader will also act as a Branch ambassador to provide each member a great experience.
Under extraordinary circumstances, all leaders will be asked to flex into areas they might not normally work in as well as contribute a greater degree of direct service in addition to their typical leadership responsibilities. These circumstances vary but may include but not be limited to those that result in the need for reduced hours while the amount of service being provided may still remain the same.
LEADERSHIP EXPECTATIONS FOR ALL TEAM LEADERS
- Understand overall branch goals, plan and execute daily/weekly workload to deliver on department goals, membership goals and member engagement
- Champion a culture where teams love to work, and members love to visit; recognize member-centered behaviors and reward outstanding performance
- Meet or Exceed revenue and program enrollment goals
- Lead the culture of adherence to COVID-19 specific SOPs related to member and staff safety
- Collaborate with leaders to build teams that are committed to continuous learning through ongoing observations and reinforcement of member-centric and enrollment growth behaviors
- Support the leadership team's capabilities in developing their teams based on career aspirations, individual skills and experiences and provide growth opportunities to retain talent
- Support the development of leaders and help your peers be champions of a member-centric culture
- Lead an open-door culture where team members feel heard and issues are quickly resolved
- Effectively plan and manage team operational and cyclical programs to maximize team member engagement and minimize business disruption
- Creates and sustains an environment that values all people for their unique talents. Takes an active role in promoting and leveraging practices that support diversity, inclusion, global engagement and cultural competence.
- Establish clear goals and expectations and hold team members accountable to expectations
- Provide service and a member experience that meets the needs of the member
- Lead team onboarding and learning.
- Close knowledge and skill gaps through training and experiences.
- Work a schedule that aligns to guest and business needs (this includes early morning, evening, overnight shifts and weekends).
- Demonstrate a culture of ethical conduct, safety and compliance; lead and hold the team accountable to work in the same way
- Address store needs (emergency, regulatory visits, etc.)
- All other duties based on business needs
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ESSENTIAL FUNCTIONS
- Own your Department’s overall business to drive efficiency and grow members served (sales).
- Directly delivers as well as leads teams that also deliver the following:
- Develops safe, professional, and comprehensive member fitness programs that drive member goal achievement and retention
- Monitors and instructs members during informal floor observations and formal personal training sessions on the safe and effective use of cardiovascular, flexibility and strength training equipment
- Reads, watches, and engages in all required training's associated with the role
- Conducts fitness consultations for new members including pre-participation consults, goal questionnaire, and goal setting to assess and recommend personal training and other fitness programs
- Provides fitness floor assistance to all members to ensure safety, provide education, and motivate members
- Fulfills member service requirements such as fitness assessments and equipment operations, service desk duties and fitness equipment cleaning
- Promotes and sells personal training programs and services
- Completes all administrative requirements associated with each client’s fitness plan
- Remains current on certifications and new trends in the industry
- Ensures all members feel competent, confident, and connected by providing superior customer service through complimentary and based services/programming
- Documents all aspects of client programming
- Remains current on credentials and continuing education to advance throughout the levels program
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