Under the direct supervision of the Senior Vice President responsible for Membership, the Director of Membership is primarily responsible for customer experience enhancements and membership process improvements, including efficency enhancements and capacity maximization. This role is directly responsible for the oversight of the association member services center including the customer service on inbound and outbound calls/communication with current and prospective members as well as member recovery and centralization of transactional membership processes.
He/she will work closely with the branch Membership Directors, the Director of Wellness Advancement, and the Metro Marketing department to develop metro-wide strategic marketing plans, membership promotions, special events, and staff development trainings that create the conditions for an exceptional member experience and the successful attainment of goals of the Atlanta Metro Association.
Must show leadership skills, be a self starter, and demonstrate strong collaboration skills. Demonstrate strategic thinking and planning, creative problem solving, and analytical ability. Strong time management and organization skills are required to handle multiple assignments with time constraints. Strong mathematical skills are needed to perform statistical analyses and prepare reports.
The Director of Membership is responsible for reporting branch progress with metro membership and marketing goals and will work cooperatively with the Senior VP of Operations and support added responsibilities as defined. He/she will also provide leadership the Membership Cabinet group comprised of branch membership directors.
- Lead association efforts in membership to enhance the member experience both in branch and online.
- Work across department lines to create a collaborative approach to increasing membership growth, retention and messaging.
- Provide leadership to the membership cabinet to ensure a unified brand experience.
- Lead planning and implementation of association-wide membership initiatives.
- Serve as the point person for membership incidents and coordination of response between PR, HR, risk management and local branch operators.
- Lead membership and marketing planning and execution for the opening/reopening of facilities which includes but is not limited to: implementing association policies, procedures and best practices and staff training in the areas of member service and member involvement and communication.
- Obtain, analyze and disseminate data regarding membership trends and progress, interpret data to articulate the needs of the association.
- Assist branches in leveraging data collected to maximize trend tracking and membership growth.
- Guide branches with annual budgeting of membership revenue of $40M. Provide data, reports, trends and guidance to directors to create and maintain a fiscally sound operating budget. Monitor branch membership budgets for consistency and communicate with staff regarding forecasting as needed.
- Collaborate with IT and CAS Severn to leverage technology by continuously creating a more robust, friendly and efficient online member experience.
- Monitor on going branch staff competency with best practices in membership and marketing and include branch staff in the design of methods to improve areas of weakness and duplicate best practices.
- The successful candidate must have the ability to use technology for data collection and analysis, a working knowledge of traditional membership growth strategies used in a YMCA or similar organizations and quickly develop a deep understanding of the structure of metro-branch reporting and accountability, and Y2020 goals for membership .
- Minimum of 3 to 5 years in YMCA branch operations or equivalent business/marketing experience in other not-for-profit or for profit is required.
- High human relations skills are imperative as this position will require establishing and maintaining rapport with branch staff particularly Membership Directors, Executive Directors and Metro Staff. Consensus building and facilitating effective teams is a requirement.
- The Director of Membership must have strong interpersonal skills and written and oral communication. Creative thinking as well as problem solving and critical thinking skills will be required and the ability to plan and lead others in a proactive and corrective course of action is necessary.
- Candidate must be highly proficient with computer software programs specifically:
- Advanced working knowledge of Microsoft Excel and Access
- Experience with business intelligence software, preferably BIRST
- Experience with customer segmentation, including tapestry, PRIZM or other lifestyle segmentation systems
- Exposure to mapping software, preferably Maptitude
- Experience with membership databases, preferably SPIRIT
- High comfort level with Power Point and making presentations