The Director of Membership Development is responsible for creating a member-focused environment which collaborates with all departments of the Y to ensure a superior member experience. The Director is responsible for a focus on member recruitment, retention, and sales goals.
Areas of Responsibility:
- Staff: Recruit, train, and consistently develop a staff team which exhibits a welcoming, positive, mature, and empathetic attitude; while displaying high knowledge of our cause-driven services.
- Environment: Establish a clean, safe, organized, welcoming environment that speaks to all members. Areas of accountability include Welcome Center, Front Lobby, Back Lobby, and associated membership bulletin boards within locker rooms and main hallway.
- Relationship Building: Through the use of Listen First, establish positive collaborations between staff to staff, staff to member, and ultimately member to member.
- Data: Continually compile and use survey results to close service area gaps such as Welcome Center standard operating procedures, interview/tour conversions, knowledge of staff during membership transactions, overall membership satisfaction, and membership cancellations.
- Cultivate a member-focused staff team who are fully trained and educated to engage and support members, potential members, guests and fellow staff.
- Build and develop staff while providing opportunities for succession planning. Train all Member Engagement Representatives on DAXKO, conducting member interview (tours), closing sales techniques, building relationships and customer service. Maintain a system where all staff receives training weekly in at least one of the above-mentioned areas.
- Ensure proper scheduling and direct personnel and volunteers as needed. All schedules should adhere to budget. Coordinate schedules based on usage trends, session registration, events, etc.
- Review and evaluate staff performance annually, but also consistently as needed.
- Supervise the Membership Development Specialist for accountability and excellence in their areas of responsibility.
- Facilitate all aspects of the administration and cultivation of Community Partner/Workplace Wellness Memberships including onboarding paperwork, monthly maintenance, and communication with partners. Stay in constant communication with Branch Executive regarding membership updates and potential issues.
- Exceed or meet membership recruitment goals through the leadership of member service and relationship building objectives throughout all areas of membership operations.
- Supervise the delivery of annual membership expiration reminders.
- Provide leadership and training to ensure membership operations remains current with the YUSA Member Experience Model.
- Supervise the Membership Development Specialist position to ensure oversight of clear, consistent program entry and continuity of functions between Doylestown, Warminster and other offsite locations.
- Collaborate with the Senior Director of Marketing & the Marketing Team in membership needs such as event planning, postcard development, email design, brochure information.
- Update weekly “Hot Sheet” and/or email updates to staff.
- Host informative and effective staff meetings/workshops, secure an agenda which serves the needs of membership as well as organizational causes.
- Ensure department SEFA requirements and staff training of emergency procedures.
- Responsible for the creation and successful maintenance of the membership budget complete monthly variance reports, board reports, and forecasting.
- Implement the approved budget through the proactive planning of purchases based on need and the monthly spread, complete purchase orders within a timely manner.
- Execute “It Pays to Belong” each session. Responsible to understand, educate staff, and promote all membership and department promotions.
- Execute systems which attempt to recapture all potential members who interviewed, but did not join. Complete this practice on a monthly basis.
- Provide monthly sales goals; train, motivate and empower staff to meet these goals.
- Ensure supplies, merchandise resale, first aid supplies, etc. are consistently in stock, and available for staff.
- Ensure the collections of monthly receivables and distribute the monthly membership receivable report to Senior Director of Finance and Branch Executive.
- Manage all facets of membership operations mailings, including but not limited to; age notification, and credit card expiration reports. Collaborate with Membership Development Specialist with all other mailings.
- Meet at a minimum of monthly with Program Directors to initiate continuous, open communication. Ensure Welcome Center Staff has the correct information they need to effectively sell, answer questions, and register members for all programs and services we offer.
- Support marketing through proofreading the session brochure and other materials for Welcome Center clarity, communicating promotions/events to members, confirming facility schedules and signage around the building is up to date, and support of special events.
- Educate and ensure that through the use of Listen First, Welcome Center staff must be able to speak to the added value of membership, especially complimentary Fitness Evaluations, Orientations, Goal Setting Conversations, Programming, and Personal Services, etc.
- Lead and/or support organization-wide, membership focused wellness initiatives and membership appreciation days.
- Serve as Listen First Trainer and coordinate the planning of the Listen First program.
- Assists in YMCA fundraising activities and special events.
- Models relationship-building skills (including Listen First) in all interactions. Respond in a timely manner to requests, questions, concerns and/or complaints.
- Play a significant role in leading the Living Our Cause experience.
- Complete accident/incident report follow-up within 24 hours; submit to Branch Executive.
- Serve as membership representation in the absence of staff or in addition to staff; required to attend meetings on behalf of Branch Executive if necessary.
- Generate required reports for Branch Executive and/or Accounting.
- Performs all other duties as assigned by supervisor
Educational Background:
Bachelor’s degree
Skills/Experience:
- Minimum 3-5 years experience in customer service industry
- Minimum 3-5 years in supervisory experience, including full-time and part-time employees. Has a proven track record displaying an ability to motivate, educate, develop, and inspire staff
- Trained in YUSA Keys to Member Engagement and Creating the Member Experience or will become trained within 18 months of position
- Trained in Listen First or will become trained within 6 months of position. Can provide examples of motivation and engagement in supporting Health Seekers in leading a healthy lifestyle
- Knowledge of research methods and a high degree of computer efficiency in Microsoft office products
- Previous experience with voluntary/non-profit organizations preferred
Physical Requirements:
- Must be able to see and use a computer. This work requires the following physical activities; reaching, sitting, lifting finger dexterity, grasping, repetitive motions, talking, hearing and visual acuity. The work is performed primarily indoors and may require occasional travel.
Job Function:
Organization Info
Listing Stats
Post Date:
Dec 4 2017
Active Until:
Jan 3 2018
Hiring Organization:
YMCA of the USA
industry:
Nonprofit