Under the supervision of the Sr. Operations Director and in harmony with the mission and purpose of the established policies and goals of the Peninsula Metropolitan YMCA, the Sr. Director of Member Engagement is responsible for all aspects of the member experience for the Victory Family YMCA including new member recruitment and sales, retention and satisfaction of existing members, member and community engagement and connections, and supervision of assigned staff. The Sr. Director of Member Engagement will analyze data and trends as they relate to member recruitment, retention, engagement, and satisfaction to develop, plan, and implement methods and strategies to foster and directly impact positive membership growth and ensure a positive member experience at the Victory Family YMCA.
Areas of Responsibility:
- Support the mission, vision and goals of the YMCA.
- Promote a professional values-based culture by leading with the values of caring, honesty, respect, and responsibility.
- Lead in a manner that advances our cause to strengthen the foundations of community through programs that focus on youth development, healthy living and social responsibility.
- Promote and participate in association task forces, committees and/or leadership teams to promote Branch and Association unity.
- Promote and participates in YMCA fundraising efforts to include Annual Support, Capital and United Way Campaigns.
- Identify and target specific markets for opportunity and growth. Work with leadership staff to provide services relative to various market needs.
- Establish relationships with existing healthy partners and identify potential healthy partners with local businesses, corporations, and community organizations for the purpose of community impact, membership growth, and awareness.
- Monitor and identify community trends and work with branch leadership to determine service opportunities based on market needs.
- Review and monitor daily/weekly/monthly membership goals, trends & statistics, enrollment procedures, membership inquiries, appointments, tour conversion, and overall branch quality and service as it relates to member satisfaction.
- Develop and implement annual membership growth and retention goals and objectives that include monthly and weekly action plans.
- Responsible for developing and supervision of departmental budget in conjunction with the branch director.
- Must maintain accurate records in accordance with the policies of the Peninsula Metropolitan YMCA.
- Maintain a professional attitude at all times and represents the Membership Department as a role model for staff, including upholding and implementing the Leadership Standards and Membership Services Department Expectations.
- Maintains the Victory YMCA’s webpage and supports association initiatives by creating posts as needed or directed.
- Monitors Y social media sites, Y-Connect app, etc., as well as implements social media initiatives across designated social media platforms as directed.
- Maintains branch marketing monitors with up to date program information.
- Supervise staff and conducts monthly staff meetings and strategy meetings as needed.
- Interview, hire, train and encourage department staff to develop new skills.
- Plan, organize, and implement member service open houses and community special events.
- Develop member participant satisfaction surveys and establish goals and strategies to increase satisfaction ratings annually.
- Maintain an effective communication system with member services team and branch leadership team to drive member satisfaction and growth.
- Counsel staff and issues disciplinary report when appropriate.
- As part of the branch leadership team, follow all guidelines as Director on Duty in ensuring the safety of all members and guests.
- Assist and actively participate in organized YMCA activities and special events.
- Carry out other related duties as deemed necessary by the Member Services Department and branch operations to ensure an excellent member experience.
Educational Background:
Bachelor’s degree in a related field.
Skills/Experience:
- Supervisory experience in customer service.
- Excellent personal computer skills and experience with standard business software.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- Sales experience with demonstrated growth and ability to achieve sales targets preferred.
- Must be able to recruit, hire, certify and supervise personnel needed for programs.
- Must be able to provide sound financial judgment and operate a departmental budget.
- Certification of CPR/First Aid/AED/O2.
- Complete and maintain required trainings to include but not limited to: New Employee Orientation (NEO), Bloodborne Pathogens, Child Abuse Prevention (CAP), and Sexual Harassment upon hire and annually thereafter.
- Satisfactory completion of a criminal background check and Child Protective Services check.
Compensation/Benefits:
Salary: $40,858.00 - $44,858.00
Job Function:
Organization Info
Listing Stats
Post Date:
Aug 1 2018
Active Until:
Sep 1 2018
Hiring Organization:
YMCA of the USA
industry:
Nonprofit