Under the direction of the Regional Vice President of Membership and Operations, the Association Director of Membership/Engagement Center is responsible for the leading all membership growth and retention strategies and providing operational oversight of the Association Engagement Center that impacts all product lines. This includes engagement of members, program participants, and the community in Y programs, services, and membership. Develop collaborative relationships with all product lines and key association managers to support both internal and external strategies. This position also supports ongoing membership and program initiatives such as campaign / promotion management, and resource support for membership directors and associates.
Responsible for creating, developing, and leading a “first in class” engagement center that becomes a model for the Y movement. This Y leader will develop a cohesive operating team to that will generate measurable operating margin returns through increased member retention, acquisition of new members, renewal of past members, program optimization, identification of new opportunities, and enrollment in the Y Fitquest Program. The operating unit will also develop and implement relationship touches through phone calls, emails, and ongoing engage initiatives.
Develop, Implement, Support Membership Growth and Retention Strategies (60%)
- Support development and implementation of membership acquisition and engagement plans to ensure achievement of organizations goals
- Serves as the Campaign Manager for all Membership Campaigns
- Provide support to the Association Membership Product Team including general operations, efficiencies, recruitment, and training
- Assist/support the development of Promotional Campaign Plans including action items, evaluation of results, monitoring execution, and provide feedback, suggestion, improvement, and recognition
- Develop and implement New Membership Director Training; supporting new directors for the first 90-days
- Produce weekly membership status reports as well as daily campaign reports
- Field problem calls for the Association that require escalation to supervisor
- Field problem calls for Membership Director, offer support on operational concerns/challenges
- Coordinate, organize, and grow Corporate Membership offering
Engagement Center Operations Management (35%)
- Directly supervise Engagement Center Associates and/or Coordinator
- Hiring, training, supervising, and scheduling of personnel and volunteers as needed. Reviews and evaluate Associate performance.
- Develop operating unit best practices, operating policies, and training program using best – in – class YUSA and outside resources
- Monitor supplemental training needs on an ongoing basis to include training field associates on the goals and available support from the Engagement Center.
- Create daily/weekly duties and schedules for Associates based on call volume, call forecast, and initiatives, in order to achieve desired outcomes and goals
- Fields “red flag” member and program participant relation issues and ensures they are forward to appropriate product line leader.
- Support / leads innovation strategies to target specific groups (i.e. health seekers, families, clinical fitness, etc.) in coordination with the Association Fitness Director.
- Utilize critical thinking skills to measure, evaluate, and make recommendations on all initiatives for Engagement Center
- Monitor engagement contact responses (emails, events, surveys, call feedback, etc) to determine emerging issues and/or opportunities and coordinates with key leaders corrective action planning.
Administration / Special Projects / Personal Development (5%)
- Budget, scheduling, personnel management, and general management tasks
- Professional development and training (personal)
- Special projects, innovations teams, and YUSA initiatives invited to participate
- Ensure quality controls of the center and develops quality management and reporting tools
- Monitor membership and program analytics to include trend analysis and assure corrective action plans are in place to avert any downward trends (data analysis should consume appx. 20% of this essential function)
General Functions:
- 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
- Participates in the planning of the annual budget; manages and implements the approved budget for appropriate areas of responsibilities and takes appropriate action to correct variances
- Attends and actively participates in all meetings, conference calls, and webinars as assigned or scheduled
- Adheres to all policies, guidelines, rules, best practices as outlined by the YMCA of Central Maryland or directed by supervisor
- Enforce all HR policies including dress codes, code of conduct, and service creed
- Promote the Y of Central Maryland mission, vision and character development standards
- Assist in all areas as assigned
- Critical thinking skills with the ability to recommend strategies to achieve organizational goals to include data analysis.
- Excellent personal computer and writing skills and experience with standard business software.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
Required Experience
- Previous supervisory experience in customer service preferred which would include five or more years’ experience in managing exempt personnel or equivalency preferred.
- Prior experience in health / wellness center operations, membership operations, and organizational leadership roles preferred.
- Supervision of a 3,000+ membership unit YMCA or equivalency preferred.
- Supervision of budget exceeding $3.5M.
- Demonstrated record of accomplishment of generating leads, closing sales, and managing sales teams. and closing sales.
- Demonstrated public speaking and leading training to include curriculum and training authorship.
- Strategically planning and tactical execution experience that resulted in achievement of goals.
Salary: $54,000.00 - $65,000.00