The Welcome Center Director serves as the strategic leader for the branch member and program join functions. In partnership with the Branch Leadership Team, this position has the responsibility to achieve established membership and program goals by supporting growth initiatives for the YMCA of Greater Providence. The primary focus is the conversion of potential members and guiding, assisting and managing the Welcome Center team. This position reports to the Branch Executive Director.
Areas of Responsibility:
Key Activities:
- Manage the Welcome Center staff.
- Planning, directing and overseeing the operations of the Welcome Center department.
- Assess, track and improve Join Process and Join Ratios for Welcome Center Navigators.
- Regularly meet with Executive Director and give WelcomeCenter updates.
- Assess and execute training schedule for all Welcome Center Team members.
- To input, track and analyze data and provide feedback and recommendations to Executive Director and Branch Leadership.
- Engage corporate memberships within the Association’s centralized corporate membership program.
Essential Duties & Responsibilities:
- Work with the marketing department in the development of supporting strategies and promotional campaigns. Also communicate the marketing initiatives to the branch and potential members.
- Input, track and analyze membership related data.
- Manage the welcome center staff schedule.
- On a regular basis, rotate through the facility and engage in conversation with established members about their YMCA experience.
- Develop innovative strategies to retain and increase membership.
- Troubleshoot and resolve member issues in a professional manner and direct serious matters to appropriate Program Director or Executive Director.
- Develop association wide quality standards for Welcome Center function, in conjunction with other Welcome Center Directors.
- Establish metrics for assessment of programming and membership initiatives and assure the collection, monitoring and analysis of the data.
- Develop and monitor Welcome Center budget in accordance with Association guidelines and practices.
- Provide membership consultations and facility tours to potential new members as needed.
- Oversee Customer Relationship Management (CRM) system, Daxko Engage.
- Ability to work Director on Duty shift as directed by the Executive Director.
Educational Background:
A Bachelor's Degree in Human Services Studies, Communications/Marketing or related field strongly preferred.
Skills/Experience:
- A minimum of 3 to 5 years of membership and/or customer service management experience is required.
- Prior Y experience is a plus, but not necessary.
- Outstanding communications skills and analytical planning abilities
Reasoning Ability:
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists is required.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Physical Demands:
- Walking, bending, sitting, typing at a keyboard, driving and on occasion lifting up to 30 lbs. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment:
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee may be occasionally exposed to wet and/or humid conditions, toxic or caustic chemicals, and outside weather conditions. The noise level in the work environment is usually moderate. The position has exposure to Blood borne Pathogens and the incumbent should be educated and prepared on it.
Compensation/Benefits:
Salary: $37,000.00 - $42,000.00
Job Function:
Organization Info
Listing Stats
Post Date:
Jan 8 2019
Active Until:
Feb 8 2019
Hiring Organization:
YMCA of the USA
industry:
Nonprofit