This position supports the work of the Y, a leading nonprofit committed to strengthening the community through youth development, healthy living and social responsibility. The Membership Director delivers excellent service to all members, guests, and program participants by implementing member services and retention strategies, developing member services training programs, and creating a positive work environment.
Areas of Responsibility:
- Develops, directs and supervises membership activities to meet the needs of the community and fulfill YMCA objectives. These include membership appreciation events and practices.
- Recruits, hires, trains, develops and directs Member Services, Building Supervisor, and Housekeeping staff and volunteers, as needed, and ensures that staff maintain their respective work areas and departments and have the supplies necessary to complete their responsibilities.
- Assists in the day-to-day operations of the Member Services Desk. Effectively supervises staff to ensure proper implementation of staff procedures related to applications, welcome calls/packets and customer inquiries/concerns. Timely communicates any changes in procedures to staff.
- Provides excellent service to members, guests and program participants at the Y and on the phone and ensures Member Services Staff are doing the same, contributing to customer satisfaction and member retention. The Membership Director should model relationship-building skills in all interactions.
- Provides monthly membership goals to staff and trains, motivates and empowers staff to meet these goals. Reviews and evaluates staff performance.
- Completes Member Services, Housekeeping, and Building Supervisor staff schedules and payroll functions.
- Fills in for shifts when a staff member calls off or doesn’t show up, as needed, if a replacement can’t be found.
- Develops and monitors membership budget to meet fiscal objectives of the Member Services and Housekeeping departments.
- Helps facilitate monthly staff meetings with Member Services, Housekeeping, and Building Supervisor staff. Ensures that all Member Services staff are kept informed of upcoming programs, classes and events.
- Has primary responsibility for new member onboarding including, but not limited to, providing and coordinating facility tours, assisting with tour cards, and training staff to facilitate tours in the absence of the Member Services Director.
- Executes systems that attempt to recapture all potential members who toured or inquired about a membership, but did not join.
- Maintains a regular presence at all branch locations to ensure consistency of procedures and service.
- Assists in the marketing and distribution of membership and program information in a timely manner, including promotion via social media and print materials.
- Coordinates program registration, including logistics, to support phone, walk-in, and web registration.
- Follows proper protocols when purchasing supplies for Member Services, Building Supervisor, and Housekeeping departments.
- Ensures that the member bank-drafts, checking draft dates, new and renewal statements, terminations, corporate memberships, joiner fees, pro-rates, rates, and members allowed on membership are correct, as well as ensuring correct spelling and contact information is up to date on new and current memberships.
- Oversees and helps facilitate membership scholarships and adheres to the proper approval procedures.
- Develops and maintains collaborative relationships with community organizations.
- Exceeds or meets membership recruitment goals through the leadership of member service and relationship building objective throughout all areas of membership operations.
- Manages and implements corporate memberships and schedules monthly visits to existing and prospective, corporate members so each corporation has at least one visit per year.
- Manages the sale, promotion, and inventory of merchandise.
- Builds relationships with members; helps members connect with one another and the YMCA.
- Coordinates use of facilities for program activities, events, and party rentals.
- Prepares and submits requested reports for monthly board packet, including, but not limited to, impact stories and director reports. As needed, compiles program statistics. Monitors and evaluates the effectiveness of and participation in the programs.
- Handles and resolves member and staff concerns, including non-financial matters, and informs supervisor of unusual situations or unresolved issues.
- Attends community events, health fairs, and meetings to represent the YMCA as needed.
- Applies all YMCA policies in all aspects of the position.
- Shows up for all scheduled dates on time and in proper attire
Educational Background:
Bachelor’s degree in related field preferred, or equivalent combination of education and experience.
Skills/Experience:
- Previous customer service and/or professional office experience required.
- Excellent personal computer skills and experience with standard business software and other office equipment.
- Must have good interpersonal, public relations and communications skills.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- CPR/First Aid/AED/Oxygen certifications within 30 days of hire and as required going forward.
- Complete required insurance trainings prior to hire and as required going forward.
- Complete other YMCA required trainings in a timely manner.
- Excellent problem solving skills are required.
Job Function:
Organization Info
Listing Stats
Post Date:
Jan 3 2018
Active Until:
Feb 4 2018
Hiring Organization:
YMCA of the USA
industry:
Nonprofit