Under the supervision of the Branch Director, the Kerasotes Membership Director is responsible for all aspects of membership for the branch including recruitment of new members, retention of existing members and supervision of assigned staff. Working with the Association Marketing Committee, the Director helps to develop, plan and implement new procedures and methods to achieve association strategic goals for membership growth and retention. This position is the focal point for customer service and assumes the leading branch role of membership and program sales and operation. The Membership Director understands character development as the guiding principle of the YMCA and personally exhibits a commitment to that goal in all YMCA operations.
Overarching Goal: Through their planning, actions and daily work creates and fosters a welcoming environment for all persons of all backgrounds and abilities and has a positive, nurturing relationships with members, program participants and staff, while building cooperative relationships with community organizations and program partners. Promotes and supports the potential of all and facilitates peer-to-peer connections as part of the overall YMCA experience.
- Implements membership strategies that support recruitment of new members and retention of existing members. Creates a member-focused culture and models relationship-building skills (including Listen First) in all interactions. Fosters a climate of innovation and resolves problems to ensure member satisfaction.
- Recruits, hires, trains, develops, schedules and directs personnel and volunteers as needed. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
- 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.
- Participates in the planning of the branch annual membership budget which exceeds two million dollars; manages and implements the approved department budget and takes appropriate action to correct variances
- Ensures proper implementation of desk procedures. Reviews and updates desk procedures and communicates changes to staff. Coordinates with the accounting office as necessary on financial transactions.
- Organizes membership events both at the YMCA and within the community to promote membership, programs and the mission.
- Prepares and administrates all financial aspects of membership including monthly bank draft processing, annual billing, financial assistance, military and company billings. Ensures bank-like accuracy of membership accounts receivables.
- Manages the Silver Sneakers/Trivity Health program for the association.
- Prepares reports that conforms to prescribed style and format and effectively present to administration, public groups and/or the Board of Directors.
- Leads assigned aspects of the fund-raising campaign.
- Is a leader and integral part of the Leading our Cause team and is a lead trainer for Association Customer Service trainings.
- Conduct staff meetings with desk staff either monthly or every session, as needed.
- Monitor engagement contact responses (emails, events, surveys, call feedback, etc.) to determine emerging issues and/or opportunities and coordinates with key leader’s action planning.
- Manages and develops systems to reduce member terminations and support all departments in development of membership engagement programs to ensure retention and program relevance.
- Participates in staff meetings and/or related meetings.
- At least 1 year required related experience with prior success in: managing staff, member/customer service, membership sales, member retention, record keeping and reporting. 3 years preferred.
- Must have proven success in relationship building with all age groups, sales growth and tour conversion, fiscal management, fund raising, staff development and community collaboration and enjoy a high degree of public contact.
- Ability to relate and work with the corporate community in Springfield is required.
- Must have the ability to make sound, independent decisions.
- Must be at least 21 years of age.
- YMCA Team Leader Certification preferred, or the willingness to obtain within an agreed upon timeline.
- Proficient in Microsoft Office products.
- Experience working in diverse communities preferred.
- Embrace diversity and inclusion as integral to our YMCA culture.
- Highly motivated, self-starter with a willingness to learn and become familiar with health and wellness.
Salary: $35,000.00 - $40,000.00