Under the direction of the CEO, the Membership Engagement Director is the primary point of contact to manage the daily operations of the membership department which includes sales, prospecting, retention and all frontline operations. This position is responsible for supervision of staff, engagement with prospective members, facility tours, membership sales, and retention activities. In addition, the position will supervise our Family Engagement Coordinator with oversight of drop-in childcare and all family programs. The Membership Engagement Director will work with the leadership team to develop budgets while creating innovative approaches in the delivery of an exceptional member experience.
- Directs and supervises all Membership Experience Functions to meet the needs of the community and fulfill the YMCA objectives.
- Recruits, hires, trains, schedules and supervises all member services staff.
- Develop and oversee departmental annual budget while providing direct oversight of departmental payroll.
- Has positive, open communication with staff and serves as a resource to them.
- Plan and facilitate staff in-service training and document training records while reinforcing customer service training through coaching of all Member Services staff.
- Ensures an effective tour process is in place and develops tracking measures related to scheduled tours, tour conversion and guest follow-up.
- Ensures records of staff certifications are current and complete.
- Help to identify any member concerns with facility needs related to comfort, safety and/or the creation of an exceptional member experience for members, guests and program participants.
- Responsible for the member services and lobby seating areas in cooperation with the Facilities Director.
- Respond to emergency situations according to CPR and First Aid trainings; and with the Goldsboro YMCA guidelines, policies and procedures. Complete incident/accident reports as required and follow up with incident/accident reports as needed.
- With support from the Marketing and Communications Director, review, evaluate and develop all membership promotions and initiatives. Assists in the marketing and distribution of program information and positively communicate information on all YMCA programs.
- Provide direct supervision for a Membership Coordinator position to oversee “back of the house” program data entry, compile program statistics and monitor and evaluate the effectiveness of and participation in programs.
- Assist in serving as a member services staff member as needed.
- Provide direct supervision for a Family Engagement Coordinator to oversee Y Clubhouse, GAMES, Parent’s Night Out, Party Rentals and other Family Programs.
- Provide leadership in developing annual branch retention and sales plan with developing annual acquisition and retention sales plans for the calendar year.
- Develops and maintains collaborative relationships with community organizations.
- Oversee the Comment Card process.
- Facilitate special events in conjunction with other Directors.
- Serve as a member of the Leadership Team and serve in the Director on Duty rotation as well as Association “All Play” events.
- Responds to all member and community feedback and complaints in a timely manner.
- Perform all other duties as assigned.
- A minimum of 3 years of experience in measurable sales, customer service and supervision are required.
- Strong computer skills a must with data entry and management with customer service software experience required.
- Experience with Daxko Operations software a plus. Bilingual in English and Spanish is preferred.
Salary Details: $37,000- $46,000 annually
The Goldsboro Family YMCA offers a comprehensive benefit package that includes Medical and Dental insurance along with a 9% employer contribution to the retirement savings plan.