The David D. Hunting YMCA is the flagship branch with a large and growing membership base. Diverse and dynamic, this state-of-the art facility was the first LEED certified YMCA facility in the nation! The Membership Engagement Director is responsible for the administration of the Membership Department including Membership Desk, and KidZone, FitZone and TeenZone program. The Membership Director is responsible for budget development, program plans, program and membership development, and implementation, evaluation, and expansion of these areas. This position may involve early morning, evening, and weekend responsibilities.
Member Experience and Retention
- 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.
- Engages with members and guests at the Membership Desk as well as throughout the facility while delivering on quality sales and retention practices.
- Responds to members’ needs, requests and complaints, seeking to address situations as quickly as possible.
- Collaborate with Program Directors to support the member experience for acquiring program information along with creating a positive registration process.
- Drive the New Member onboarding process from membership to healthy living.
- Organizes membership events at the Y and represents the Y at community events to promote the Y.
- Support and demonstrate diversity and inclusion for all.
Fiscal Accountability and Administration
- Develops the annual membership budget and sets annual new member sales and termination goals, with assistance from the Associate Executive Director.
- Manages and implements the approved budget and takes appropriate action to correct variances.
- Coordinates with the branch business office, as well as, the Association Finance Department to ensure accuracy of transactions and minimizing errors resulting at the branch level.
- Ensures all financial processes are being followed and membership transactions are delivered in an accurate manner consistent with current financial procedures.
Staff/Community Development
- Develops and maintains a productive staff team with high staff morale and low staff turnover.
- Provides on-going feedback, training and support opportunities for staff development.
- Manages staff schedule to fulfill department objectives and maintain high customer satisfaction while keeping within the budgeted guidelines.
- Ensures proper implementation and accountability of front desk procedures. Reviews and updates department procedures with adequate communications to staff.
- Develops community relationships to increase corporate membership acquisitions in conjunction with Association leads.
- Two to four years related experience in marketing, customer service, or sales; or equivalent combination of education, training, and experience required.
- Ability to interact with people of all ethnic backgrounds, ages, and lifestyles.
- Working knowledge of computers and experience with a variety of software applications.
- YMCA Membership experience preferred.
Salary: $42,000.00 - $46,000.00