Membership Services Director

Front Desk

• Hires, trains, evaluates, schedules and supervises staff and volunteers for the Membership Department
• Promotes an enthusiastic, outgoing, professional and proactive service-oriented environment
• Ensure all policies and procedures are followed, including risk policies, data entry, member greeting, phone etiquette, dress code, registration, and financial controls
• Assures the Front Desk is knowledgeable of all membership categories, programs, policies, and association-wide special events

Membership Services

• Oversees all activities and processes related to the Membership department, including member intake, evaluation, and program referrals
• Meet with and/or contact new members within one week of joining the YMCA as a courtesy check-in
• Give tours and review YMCA programs and services with new and prospective members
• Follows up with new members via phone, mail or email on 30, 60, 90, 180 day intervals
• Responding to member comments in a timely manner to ensure that their comments make it to the appropriate department director; manage the YMCA suggestion box and respond appropriately
• Coordinate membership open houses and follow up on prospects at the conclusion of the event
• Coordinate all Membership Appreciation Days throughout the year
• Conduct ongoing membership satisfaction surveys with recommendations to provide value and quality which meets member expectations
• Communicate needs, desires and requests of our YMCA members to department directors
• Work with the Marketing Director on all membership promotions and marketing efforts
• Manage the YMCA reciprocity program and coordinate issues or concerns with neighboring YMCAs
• Coordinate senior luncheons for YMCA members
• Take leadership of the Togetherhood Program for membership-driven service projects
• Hold/participate in Association meetings to improve communication, cross-selling opportunities and to improve program offerings for our members between branches
• Set up the monthly membership draft, new employee memberships

Administrative

• Complete daily reconciliations and make bank deposits as necessary
• Coordinate and publish the branch Program Guide for each session
• Work with the Branch Executive Director on changes in membership needs/wants related to facility usage and improvements, membership trends and program enhancements
• Ensure program and membership registration procedures are efficient and accurate. Be responsible for coordinating program registration
• Work with supervisor creating the annual budget and then maintaining the annual actual income and expenses to meet projected targets
• Be the first point of contact for community service volunteers
• Assist with swim team registration and monthly draft

Other Responsibilities:

• Assist with Association-wide projects and strategic plans as assigned
• Attend and participate in required YMCA events list as assigned
• Assist the Development Director in the management and implementation of branch special events
• Implement Risk Management Policies through training, evaluation and record-keeping
• Develop relationships with key members of the community and attend relevant community events and activities
• Performs all miscellaneous job-related duties as assigned