Membership Director

1. Promote program and membership enrollment in interactions with existing and potential members. Coordinate program registration, including logistics to support phone, walk-in and web registration. Coordinate with marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues.
2. Recruit, hire, train, develop and schedule direct personnel and volunteers as needed. Review and evaluates staff performance. Develop strategies to motivate staff and achieve goals in both membership and babysitting. 
3. Assist in the marketing and distribution of program information, may organize and schedule program registrations.   Branch liaison for all membership related marketing/grass roots marketing.
4. Review and process membership scholarship (Open Door) applications.
5. Develop and maintain collaborative relationships with community organizations.
6. Develop and monitor program budget to meet fiscal objectives.
7. Leadership role in Annual Campaign, fund raising activities and special events.
8. Model relationship-building skills (including Listen First) in all interactions. Respond to all member and community inquiries and complaints in timely manner.
9. Assist with in-house Membership Committee meetings and Association Membership PMT.
10. Compile relevant membership statistics. Monitor and evaluate the effectiveness of special membership program outcomes.
11. Ensure that branch and corporate policies are consistently followed. 
12. In partnership with Office Manager, ensure that inventory lapses do not occur for any items accessed by the Member Services desk.
13. Respond in a cause driven manner to billing inquiries.

PROGRAM SPECIFIC DUTIES

Staff Supervision and Training

• Provide front line staff ongoing feedback, support, coaching and guidance through the sales process.
• Schedule, supervise and evaluate member engagement specialists as well as babysitting staff.
• Develop written position descriptions and performance standards for staff and volunteer positions supervised.
• Assist Member Engagement staff during peak volume times and during breaks, as necessary.
• Carry out recognition when appropriate for supervised positions.

Financial

• Work with supervisor to develop and monitor Department 84 and Department 10 budgets to ensure all budget goals are achieved.
• Maintain accurate Membership Department AR sheet, taking appropriate action on a monthly basis.
• Achieve monthly income budget and membership goals through direct sales and marketing.
• Responsible for accurate submittal of payroll for all staff supervised.  
• Responsible for Open Doors membership application process for all applicants.
• Ensures all staff are properly trained on handling of cash, issuing receipts, and following monetary procedures, ensuring daily close outs are correct and accurate.

Community

• Partner with Healthy Lifestyles Coordinator to create monthly member activities and events.
• Develop and distribute program schedules & calendars. 
• Market membership through grass roots efforts throughout the community at least one time per month. 
• Conduct public relations and promotions through special events and community involvement.
• Key staff person to promote accurate membership sales, registrations, et al.
• Arrange and conduct tours as needed.
• Collaborates with Healthy Lifestyles Coordinator on member events.

Information Technology

• Perform informational technology recovery procedures, as needed.
• Ensure proper maintenance and use of communication devices and computer functions. Report any problems through appropriate channels for prompt repair (i.e.: Frontier Communications, IT department at Association Office).
• Branch liaison in partnership with the Association Office, for all: wireless network, modem, router, computer and phone maintenance and trouble-shooting procedures necessary. 

ACTIVE Software

• Primary in-house trainer for all staff on ACTIVE software & network procedures.
• Maintain accurate and timely ACTIVE table files.
• Enter membership information into ACTIVE.
• Enter program information and registrations into ACTIVE.
• Process membership changes in ACTIVE to include: cancellations, changes, voids, et al.
• Provide ongoing ACTIVE and membership protocol training to Member Engagement staff, by conducting quarterly training to ensure all Member Engagement staff is properly trained in the ACTIVE system and all membership sales protocol.
• Provide a separate ACTIVE training for the purpose of updating ACTIVE program table files for Program Directors on a quarterly basis; in line with program registration deadlines and Association Office direction.