Under the supervisor, of the Operations Director and consistent with the Christian mission of the YMCA, the Membership Service and Engagement Director is responsible for leading all aspects of member relations and create a member-focused culture. The ideal candidate will have the drive to develop plans and implement new procedures and methods to achieve sales and strategic objectives. Director will be expected to train and develop the membership staff to grow membership revenue and create a positive member experience. This cause –driven leader will also assist to develop new strategic approaches to move the operations to the next level of member services, membership sales and retention to grow membership revenue which includes identifying marketplace opportunities, prospects and engage new partners. The Membership Service and Engagement Director will work with the Program and Healthy Living Director to develop member-centered programs; and provide a leadership role during the annual fundraising campaign.
- Works with the Operations Director to ensure standard delivery of the Branch’s Membership and Engagement Goals and consist with the Associations Goals.
- Manage Member relations staff and duties including, Membership staff, Building Managers, Play center staff, rentals, lockers and coffee services.
- Expert Knowledge of software systems, Daxko (Preferred), point of sale transactions and gathering data for records and reports.
- Responds to member complaints and concerns in a timely professional manner, share information with supervisor and other staff as needed.
- Effectively plans and executes and reports on strategies that support new member recruitment and ensures that sales, terminations, net and membership revenue goals are met including daily, weekly and monthly. Develops daily weekly and monthly plans that should detail specific actions towards membership recruitment, membership sales, and membership development strategies and objectives.
- Compiles and delivers all daily, weekly, and monthly goals and key performance indicator reporting as outlined by the Operations Director.
- Works with Operations Director on external market position by locating, developing, defining, negotiating, and closing business relationships.
- Organizes monthly engagement events at the Wilmington Family YMCA and represents the YMCA at community events to promote the YMCA.
- Creates a member-focused culture and models relationship-building skills (including Listen First) in all interactions. Implements membership strategies that support retention of existing members, fosters a climate of innovation and resolves problems to ensure member satisfaction.
- Promotes program and membership enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in, and web registration. Coordinates with marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues.
- Recruits, hires, train, and develop personnel and volunteers as needed. Reviews and evaluates staff performance.
- Participates in the planning of the annual budget; manages and implements the approved budget for membership and takes appropriate action to correct variances.
- Leads assigned aspects of the fund-raising campaign.
- Works closely with and follows the direction of the Operations Director to ensure standard delivery of the Branch’s Membership Goals consists with the Association Goals.
- Adheres to all policies, guidelines, rules, and best practices as outlined by the YMCA of Southeastern North Carolina or directed by supervisor.
- Minimum 5 years of experience in sales
- Minimum 5 years of experience and proven experience in leading a team and staff supervision
- YMCA Multi-Team or Branch Leader preferred or ability to attain certification within three years of hire.
- Management of budget exceeding $1M
- Demonstrated track record of generating leads and closing sales.
- Manage 4,000+ membership units at a YMCA
- Excellent personal computer skills and experience with standard business software.
- Must have good interpersonal, public relations and communications skills, including the ability to make oral presentations
- Must be able to work flexible hours including evenings, weekends, and holidays
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- Ability to respond to safety and emergency situations
Salary: $35,000.00 - $45,000.00