The Membership Engagement Director is responsible for creating an environment that supports extraordinary member/participant experiences from tour to join and beyond. The position’s emphasis is on the member/participant and their ongoing satisfaction from initial engagement to connection with appropriate staff, program services and/or small communities. The Director will deliver high quality customer service and experiences in the Y. This position is directly responsible for member acquisition and retention growth year over year.
Areas of Responsibility:
- Creates, implements, manages and models systems and practices that support extraordinary member/participant experiences.
- Utilizes data to prepare, and maintain daily, weekly and monthly reports regarding membership numbers inclusive of acquisition, renewals, retention, usage, etc.
- Participates in the hiring, training, supervision, and evaluation of the membership services team.
- Develops and implements an annual plan strategy and budget (if applicable) for membership acquisition, engagement and retention.
- Designs and implements tracking tools and tactical programs for retaining members.
- Gives branch tours with aim toward increased membership.
- Develops community and corporate relationships to enhance branch membership options.
- Develops and implements plans for cancellation recovery and trains all front desk staff on this.
- Supports and trains staff in POE donations.
- Supervises assigned staff and delegates tasks appropriately.
- Works cooperatively with other department heads and supervisors.
- Interacts positively with staff, members and volunteers.
- Resolves member issues and solves difficult problem situations.
- Completes all aspects of the current strategic plan applicable to his/her position.
- Participates on staff and volunteer committees as required.
- Participates in Summit Branch and Association-wide activities and events.
- Participates in fund raising activities.
- Strongly supports the SAY’s diversity initiatives through membership, volunteers and events.
- Carries out any and all additional duties as assigned.
Educational Background:
Minimum of a bachelor’s degree or comparable experience.
Skills/Experience:
- Demonstrated success in membership acquisition, engagement and retention.
- At least 1 year’s experience in staff supervision and training.
- Knowledge of planning, budgeting and fiscal management.
- Working knowledge of facility and risk management.
- Ability to creatively develop solutions and solve problems.
- Ability to inspire and motivate team members.
- Strong aptitude for technology software inclusive of Daxko and Microsoft Office Suite.
- Commitment to the mission and purpose of the YMCA.
- Excellent human relations and conflict resolution skills.
- Excellent written and verbal communication skills.
- Strong time management and organizational skills.
- Ability to relate effectively to diverse groups of people from all segments of the community.
- Ability to work early mornings, evenings and weekends as scheduled.
Compensation/Benefits:
Hourly: $18.25 - $20.20
Job Function:
Organization Info
Listing Stats
Post Date:
Jun 19 2018
Active Until:
Jul 19 2018
Hiring Organization:
YMCA of the USA
industry:
Nonprofit