The Membership / Sales Director has primary responsibility for the overall organization, administration, development, marketing, and implementation of YMCA membership recruitment and retention.
Areas of Responsibility:
- Thinks, communicates and behaves as a cause-driven leader and role model for other staff and members when it comes to desired staff behaviors; promotes youth development, healthy living, and social responsibility in all job-related functions.
- Develops and implements comprehensive membership recruitment, marketing and retention plans. Continuously evaluates plans to determine return on investment (ROI), and makes adjustments as needed. Ensures that the department budget reflects the plan; monitors expenses and costs to ensure fiscal integrity.
- Develops formal processes with a customer focus to increase conversion and new member retention, including but not limited to outbound phone calls, emails and onsite tours. Ensure that you and the membership team:
- Understand and are able to discuss and promote all YMCA programs and benefits (including, but not limited to: Ohio reciprocity and Camp Willson discounts).
- Use Listen First to learn member interests and connect them with programs & experiences that will meet their needs.
- Educate prospective members regarding the Y’s Mission, sharing opportunities to volunteer, support the Annual Support Campaign and participate in special events.
- Leads the branch reporting and analysis as it relates to new member growth, including data
- management and report analysis (e.g. weekly tour/pass reports and conversion rates, percent of new member/prospect records with email/phone, etc.).
- Creates a welcoming environment by actively engaging with potential and current members; in addition to modeling outstanding customer service to members, guests, and program participants, ensure your team has the skills, knowledge and tools to:
- Respond to inquiries by providing accurate and thorough information at all times while on the phone or conducting a tour.
- React promptly and courteously to all member complaints, compliments and inquiries while following the appropriate procedures at all times.
- Personally conduct all membership exit interviews offering possible options when members express an intent to cancel, while following all appropriate procedures.
- Intervene in the processing and communications relating to all membership cancellations and conduct all associated exit interviews. Strive to save relationships.
- Track issues to look for patterns in cancellation issues. Actively work to resolve any issues within or outside the membership department on recurring issues.
- Coach and mentor membership coordinator to manage cancellations in your absence.
- Recruits and coordinates volunteers for special events, programs and fundraising.
- Serves as a building supervisor as assigned.
- Actively participates in all applicable branch; association meetings, trainings, and special events.
Educational Background:
Bachelor's degree in marketing, communications, or related field and three or more years of sales management experience, preferably in a YMCA, or customer service industry.
Skills/Experience:
- Passionate belief in the Y’s cause of nurturing the potential of all youth, supporting healthy
- living for all people and finding ways to help and support our neighbors.
- Ability to direct membership sales and retention functions through supervision of staff and
- volunteers, development and monitoring budget, internal communications, and program and
- small community development.
- Experience in management and development of volunteers.
- Ability to relate effectively to diverse groups of people from all social and economic segments
- of the community.
- Proven track record of developing authentic relationships with others.
- Ability to foster a collaborative team approach to solving challenging situations.
- YMCA Multi-Team or Branch Leader certification should be obtained within 12 months; for
- certification guidelines, visit:
How to Apply:
Job Function:
Organization Info
Listing Stats
Post Date:
Jul 30 2019
Active Until:
Aug 30 2019
Hiring Organization:
YMCA of the USA
industry:
Nonprofit