The YMCA of Greater Houston is currently seeking an experienced Member Services Director for the Perry Family YMCA.
Directs all aspects of membership for the center including recruitment and enrollment of new members and renewals, retention of existing members and supervision of assigned staff. Develops, plans and implements new procedures and methods to achieve strategic goals.
Areas of Responsibility:
- Executes membership strategies that promote recruitment of new members and renewal and retention of existing members. Organizes assigned staff to support membership development and retention goals. Identifies and resolves problem areas to ensure member satisfaction.
- Follows policies, processes, and best practices outlined by the Association Membership team.
- Seeks information from other program directors to ensure the welcome center staff are knowledgeable to serve our members.
- Leads a positive member experience culture for all welcome center staff
- Responds to and resolves elevated member concerns.
- Works with Membership Sales Associate to ensure center meets or exceeds membership and corporate membership sales goals via role-playing, shadow branch tours and ongoing assessments.
- Recruits prospective and new members while retaining, and encouraging previous members to rejoin by analyzing utilization reports, networking, outbound calling, and referrals.
- Ensures that new members are properly introduced and integrated into programs and services based on the needs analysis interview. Works closely with Healthy Living team and Executive team to ensure new member fitness goals and satisfaction are met.
- Work closely with Association and Center marketing teams to initiate, develop and grow relationships with prospects and new members.
- Conducts ongoing assessment of staff functions to determine required core competencies and skills; and designs and implements training as needed. Recruits, hires, trains, develops, schedules and directs Welcome Center personnel and volunteers as needed. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
- Promotes program and membership enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in and web registration. Ensures quality control for all on-line memberships joins.
- Embrace, support and role model concepts of Listen First, Building Relationships Member Engagement and Healthy Lifestyles to all members.
- Participates in the planning of the annual budget; manages and implements the approved budget for membership and takes appropriate action to correct variances.
- Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA.
- Oversees the record-keeping and processes associated with member services including MFA, third party pay arrangements, terms/holds and Daxko. Ensures compliance with association membership policies including proper filing and storage of membership files.
- 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.
- Leads assigned aspects of the Better Us Campaign.
Educational Background:
Bachelor's degree in related field preferred or equivalent combination of education and experience.
Skills/Experience:
- Previous supervisory experience in customer service preferred.
- Excellent personal computer skills and experience with standard business software.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
Compensation/Benefits:
Salary: $52,000.00 - $55,000.00
How to Apply:
Job Function:
Organization Info
Listing Stats
Post Date:
Oct 8 2019
Active Until:
Nov 8 2019
Hiring Organization:
YMCA of the USA
industry:
Nonprofit