The Tellepsen Family YMCA is seeking a dynamic, innovative, highly motivated Member Services Senior Director. This 115,000 square foot state of the art facility serving Downtown Houston has an operational budget of $7 million dollars and provides programs and services to 8,000 facility membership units. Primary functions include marketing and oversight and management of all aspects of Membership including supervision of 3 exempt staff. This position will focus on leading the team to provide members with an excellent member experience as well as recruiting and engaging new members using Daxko Operations, Impact Services and Engage. Other responsibilities include program management and development, staff hiring and training, staff development and implementation of best practices.
Directs all aspects of member services for the center including sales, retention of existing members and supervision of assigned staff. Develops, organizes and implements high quality YMCA program(s) that promotes member wellness, engagement and healthy living in accordance with YMCA policies and procedures.
- Implements member service strategies that promote retention of existing members. Organizes assigned staff to support retention goals. Identifies and resolves problem areas to ensure member satisfaction.
- Ensures 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.
- Recruits, hires, trains, develops, schedules and directs Welcome Center staff. 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 membership joins.
- Responds to and resolves elevated member concerns.
- Participates in the planning of the annual budget; manages and implements the approved budget for membership and takes appropriate action to correct variances.
- 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.
- Oversees the record keeping and processes associated with member services including MFA, third party pay arrangements, terms/holds and Daxko. Ensures compliance with membership policies including proper filing and storage of membership files.
- Conducts tours of facility and sells memberships in the absence of a Sales Associate.
- Supervises the Directors responsible for membership sales, Childwatch, AOA, Outreach and Informal Education.
- Leads assigned aspects of the Annual Support Campaign.
- Participates in staff meetings and/or related meetings.
- Three to five years 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.
Salary: $55,000.00 - $60,000.00