The Director of Member Experience is responsible to assist Senior Director of the membership department including recruitment of new members, retention of current members and developing strategies that will strengthen relationships within our membership and the overall community. Establish positive, result-oriented relationships with area businesses, corporations, and organizations. The ability to develop a strong Welcome Center team that creates a members-focused culture and provides excellent member services which is critical to success. This position will oversee the operations of our Welcome Center in a manner that provides members and prospective members with a positive first and ongoing impression of the YMCA while establishing and maintaining systems for effective communication between the Y and members/participants.
Areas of Responsibility:
- Collaborates with the Senior Director to ensure the safe and responsible operation of the YMCA. Participate and support the YMCA membership management team ensuring association-wide goals are met. Attend and participate in trainings, meetings, and evaluations. Assist Senior Director to ensure proper communication between the Welcome Center and membership.
- Assist in implementation of membership strategies that support recruitment of new members and retention of existing members. Develop and/or coordinate special events, presentations, seminars, and membership promotions within the community that are brand and cause driven focused.
- Creates a member-focused culture that models relationship-building skills in all interactions. Cause-Driven tour guide
- Responsible for all functions related to membership including scholarships, cancellations, monthly drafts, daily deposits both internal and external, etc.
- Assist Senior Director with membership campaigns and incentives to recruit members throughout the year.
- Track monthly membership units, retention rates, terminations, year to date comparisons.
- Screens, trains, and supervises the Welcome Desk and Child Watch staff. Monitor and ensure at all levels the highest level of member satisfaction
- Maintains a leadership presence at the Welcome Desk. Professional look expected.
- Leads continuous improvement efforts focused upon established benchmarks including, but not limited to, the following measures by setting short term and long term agreed upon goal:(Developed with Senior Director and approved by CEO)
- Responsible for developing and carrying out individual monthly sales plan with Senior Director to achieve unit sales and revenue goals: including developing prospect lists, actively following up on leads and unsold prospects, and reaching out to prospect within the community.
- Actively work with Senior Director to identify targeted markets/prospects and develop initiatives (promotions/events) on a monthly basis to increase membership.
- Responsible for reducing membership terminations through active member engagement practices within the first 90 day of membership.
- Meet campaign goal through member/donor engagement. All members must be aware we are a charity
- Supports and participates in assigned aspects of the Annual Giving Campaign
- Accept and complete any assignments as deemed appropriate by the Senior Director and CEO.
- Responsible for all program billing.
- Participates in the planning of the annual budget.
- Participates in the Membership Committee.
Skills/Experience:
- Experience supervising and training staff.
- Excellent customer service skills and the ability to communicate effectively to diverse groups of people (both written and verbally) is critical.
- Passionate belief in the Y's cause of nurturing the potential of all youth, supporting healthy living for all people and finding ways to help and support our neighbors.
- Knowledge of word processing, spreadsheet and database programs.
- Proven track record of developing authentic relationships with others.
- Ability to foster a collaborative team approach to solving challenging situations.
- CPR, First Aid, and AED certifications must be obtained within 90 days.
- MUST be accountable, coachable and able to adapt in fast pace environments
- Understand and exemplify the YMCA mission "To put Christian Principles into practice through programs and services that build a healthy spirit, mind and body for all"
Compensation/Benefits:
Salary: $30,000.00 - $35,000.00
Job Function:
Organization Info
Listing Stats
Post Date:
Aug 18 2018
Active Until:
Sep 18 2018
Hiring Organization:
YMCA of the USA
industry:
Nonprofit