Senior Director of Membership Engagement

• Staff: Support the development, recruitment, and training of assigned staff team which exhibits a welcoming, positive, mature, and empathetic attitude, while displaying high knowledge of our cause-driven services.
• Environment: Continually maintain a clean, safe, organized, welcoming environment that speaks to all members. Areas of accountability include Welcome Center, Front Lobby, Stay & Play, and any area used for rentals/parties.
• Relationship Building: Through the use of Listen First and Living Our Cause, establish positive collaborations between staff to staff, staff to member, and ultimately member to member.
• Data: Continually compile and use results to close service area gaps such as Stay & Play standard operating procedures and offerings, party/rental availability and member/participant satisfaction.

Core Responsibilities:

• Champion of the YMCA of Bucks County brand; driving the membership experience from transactional to transformational across all levels of staff and departments. A proactive, self-starter in delivering the “wow” experience to members and staff. Communicates highly with VP of Operations as well as with support departments of facilities, marketing, development, HR, and finance.
• Rallies the membership department and greater branch through KPI’s such as membership retention; membership new, renew, cancel goals; Cause Driven Tours; and membership promotions. Applies data and analysis from Daxko Engage, financial reports, etc. as reasoning for change or affirmation of current member experience practices.
• Implements membership strategies that support recruitment of new members and retention of existing members. Creates a member-focused culture and models relationship-building skills in all interactions. Fosters a climate of innovation and resolves problems to ensure member satisfaction.
• Ensures proper implementation of Welcome Center procedures; specifically Cause Driven Tours, tour tracking, Journey (fitness consult program) and Daxko Engage data campaigns. Reviews and updates procedures and communicates heavily with staff. Consistently motivates staff.
• Supports VP of Operations and development in the assigned annual performance objectives of the Annual Campaign and Comprehensive Campaign.
• Recruits, hires, trains, develops, schedules and directs Welcome Center staff team and volunteers as needed. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
• Plays an important role in the planning of the annual budget including KPI’s such as membership trends, pricing, sales, retention, and innovation; manages and implements the approved budget for membership and takes appropriate, proactive action to correct variances.
• Collaborates with marketing to maintain the visual appearance of the facility and in branch communication; including communications related to weather, facilities, program changes, etc. In partnership with VP of Operations, informs in the creation of the brochure, accuracy of information on the website, and responses to social media inquiries.
• Organizes membership events at the Y and represents the Y at community events. Forges strong community relationships and collaborations with other local organizations and businesses.
• Serves as a member of YMCA Bucks County, Stakeholders Team; leads the Membership 4KEYC Team; and supports the overall objectives of the YMCA.
• Perform all other duties as assigned; supporting the VP of Operations, COO and greater Executive Leadership Team in the successful fulfillment of the strategic plan.