Create, implement, manage, and model both systems and practices that support extraordinary member and participant experiences. Emphasis is on the satisfaction of the member and participant’s overall experience from initial engagement and enrollment to continual connection with the appropriate staff, programs, services, and/or small communities. Build a relationship-based membership that moves members and participants along a continuum from a casual connection to a committed level through increased involvement. The Member Engagement and Healthy Living Director will provide direction and leadership to the Membership and Wellness departments of the Center and be a part of the association membership & healthy living teams.
Areas of Responsibility:
- Oversee Membership and Healthy Living Department at assigned Center.
- Directs the Membership, Engagement and Enrollment program to promote recruitment of new members and retention of existing members. Organizes assigned associates to support membership sales, development and retention goals. Identifies and resolves problem areas to ensure member satisfaction. Implements process for handling membership inquiries via telephone, mail and email.
- Recruits, hires and leads welcome center team and volunteers. Reviews and evaluates associates performance and develops strategies to motivate associates and achieve goals.
- Recruits, hires and leads Healthy Living Coaches, Personal Trainers and Group Exercise Instructors. Reviews and evaluates associates performance and develops strategies to help motivate associates and achieve goals.
- Establish tour coverage on all shifts and train associates on cause-driven tour process.
- Establish and implement on-boarding process for all new membership, engagement and enrollment associates. Train all associates on expected engagement, tour and enrollment expectations and on policies and procedures.
- Train and coach all associates (Center wide) on relationship building/membership service skills to ensure consistent excellence in service through daily care of members, program participants and volunteers.
- Reviews, tracks and evaluates membership and participant statistics including but not limited to phone calls, tours, sales and registrations. Creates and continually monitors systems that enable associates to successfully respond to the wants, needs and interests of members and participants.
- Promotes membership and program enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in and web registration. Conducts new member prospect tours.
- Manages new member prospects through: leads, tours, walk-ups, no joins, telephone inquiries, referrals, corporate wellness partners, guest passes, terminations, and prospects from campaigns. Achieves daily and weekly prospecting goals.
- Leads and ensures the creation of a cause-driven culture of exceptional member and program participant service. Works with center teams to continually improve member and participant engagement and experience.
- Conducts member exit surveys. Reviews and report results.
- Designs and maintains a diverse schedule of activities, classes and programs for members of all abilities and wellness levels.
- Maintains accurate and complete personnel files including associate certifications.
- Keeps knowledgeable in the areas of exercise science, nutrition, CPR, first aid, choreography, and exercise trends, etc. through required Y and national continuing education units.
- Be responsible for reading, understanding and following YMCA of Greater Kansas City Fitness Consultation Manual.
- Works in conjunction with the Executive Director to lead the development of Center Community Mission Board and Committee. Directs the volunteer activities of the center.
- Works with center teams to continually improve member and participant engagement and experience.
- Develops effective medium to communicate information to members. Maintains and updates information presented to the membership community within the facility. This includes but is not limited to, bulletin boards, newsletters, flyers, posters, banners, and calendars. Monitors and update the website in conjunction with the association office.
- Serves as liaison to Brand Advancement to insure association marketing and public relations campaigns are coordinated. Assist in the planning and execution of special events and services such as health fairs, open houses, media events, membership drives and the annual Healthy Kids Day.
- Develops, manages, and monitors the membership and healthy living operating budget for the center to meet or exceed budget targets.
- Establishes a high-profile recognition plan that celebrates efforts and ability to engage, connect with, involve and support members/participants.
- Ensures attendance at community functions and events to promote the Y, including mission, programs and services.
- Participate in the association’s Annual Mission Campaign, Membership & Sales Team, Healthy Living Team, Community Mission Board meetings, Association Full Time meetings and various center and association meetings and/or trainings.
- Works Welcome Center and Wellness Floor as required including evenings and weekends; also responsible for complete coverage of all group exercise classes.
- Ensures all equipment is in clean working order. Responsible for reporting non-functioning equipment for repair and ensuring service date follow-up within 24 hours.
Educational Background:
Bachelor’s degree from an accredited college or university or equivalent combination of education and experience is required.
Skills/Experience:
- Three years’ experience in customer service, sales and marketing, preferably in a membership setting.
- Two years experience with hiring, training, mentoring and supervising associates as well as guiding and monitoring associate teams.
- Proven track record with selling a product or service and meeting or exceeding sales goals.
- Demonstrated oral and written communication skills including negotiation, presentation skills and the ability to work effectively with a wide range of constituencies in a diverse community.
- Ability to make independent and sound decisions in a fast-paced environment.
- Detail oriented with good organizational skills, and be multi-task proficient.
- Intermediate computer skills including experience utilizing email, working in a windows environment and utilizing sheets to track a various array of workflow processes.
- Ability to create a culture of serving the members and associates within the center.
- Current CPR (child and adult), AED, Oxygen, and First Aid.
- ACE or AFAA Group Exercise Instructor certification and/or a personal training certification that is accredited through the National Commission for Certifying Agencies.
- Must be able to manage and monitor department budget.
- Able to exercise high levels of discretion and confidentiality.
Compensation/Benefits:
Salary: $33,566.00 - $41,957.00
Job Function:
Organization Info
Listing Stats
Post Date:
Jan 5 2018
Active Until:
Feb 5 2018
Hiring Organization:
YMCA of the USA
industry:
Nonprofit