The Member Services Director creates and implements membership strategies that support recruitment of new members and retention of existing members; 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. S/he will accept and display the character values of caring, honesty, respect, and responsibility.
Areas of Responsibility:
- Recruits, hires, trains, develops, schedules and directs personnel and volunteers as needed; assists Welcome Center Coordinator in reviewing and evaluating staff performance; provides on-going, in-service training to Membership/Welcome Center; develops strategies to motivate staff and achieve organizational goals
- Promotes program and membership enrollment in interactions with existing and potential members; coordinates program registration, including logistics to support walk-in and web registration; coordinates with marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues
- Ensures proper implementation of front desk procedures; reviews and updates desk procedures and communicates changes to staff; coordinates with the business office as necessary on financial transactions; determines department procedures and workflow
- Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA
- Implements and supervises membership programs and collaborations ensuring the highest quality and adherence to YMCA standards
- Spearheads a seamless matriculation of new members into the facility; assumes a lead role in the scheduling and conducting of interviews/tours, new member orientations, member follow up, etc.
- Provides leadership and direction in the development of short and long-range plans; gathers, interprets and prepares data for studies, reports and recommendations; coordinates department activities with other departments and agencies as needed
- Provides leadership in the development and implementation of Branch Special Events (i.e. open houses, member celebrations, etc.)
- Oversees the recruiting, hiring, training, scheduling, coaching, supervision, management, recognition and termination of Welcome Center Coordinator, Welcome Center Representatives, and Membership Staff
- Collaborate and achieve membership budget. Ensures prudent expenditures and cost control procedures in accordance with branch procedures and policies
- Identifies monthly department goals and a plan of action to meet the financial goals
- Adheres to all fiscal policies and procedures such as petty cash, purchase orders, employee expense forms and member balances
Educational Background:
A Bachelors Degree in Liberal Arts, Business, Organizational Development, Psychology or equivalent preferred.
Skills/Experience:
- Minimum 3 years experience in the administration and management of member services
- Ability to direct programs through supervision of volunteers and staff, development and monitoring of budgets, marketing and public relations, program development and fund-raising.
- Proven track record of developing authentic and deepened relationships with others.
- Ability to establish and maintain collaborations with community organizations.
- The ability to make decisions and manage conflicts
- Requires a flexible schedule to maintain consistency and productivity for this department which runs 7-days a week
- Ability to push, pull, carry, or lift 50 lbs. on an occasional basis
Job Function:
Organization Info
Listing Stats
Post Date:
Nov 30 2018
Active Until:
Dec 30 2018
Hiring Organization:
YMCA of the USA
industry:
Nonprofit