YMCA of Greater Kansas City
Creates, implements, manages, models both systems & practices that support extraordinary member and participant experiences across the YMCA.
The Senior Member Engagement Director creates, implements, manages, and models both systems and practices that support extraordinary member and participant experiences across the YMCA of Greater Kansas City association.
Our association has been recognized nationally by hosting General Assembly in 2016 where thousands of YMCA leaders joined us in Kansas City. We are committed to serving our community locally in 14 area locations across Kansas and Missouri. The Senior Director is a key leader in our organization who works closely with our Senior Vice President of Membership to implement and develop membership strategies.
Areas of Responsibility:
- In partnership with the YMCA Senior Leadership, develops the strategy for cause-driven membership.
- Co-leads the association Member Engagement Team.
- Drives association wide implementation of strategies, systems and resources.
- Establish and implement on-boarding process for all new Member Engagement Directors and assigned center associates.
- Directs the Membership, Engagement and Enrollment program to promote recruitment of new members and retention of existing members.
- Organizes assigned associates to support membership sales, development and retention goals.
- Identifies and resolves problem areas to ensure member satisfaction. Implement process for handling membership inquiries via telephone, mail and email.
- Recruits, hires and leads welcome center team and volunteers. Reviews and evaluates associates performance and develops strategies to motivate associates and achieve goals. Establish tour coverage on all shifts and train associates on tour process.
- Train all associates on expected engagement, cause-driven tour and enrollment expectations and on policies and procedures.
- Train and coach all associates (center-wide) on relationship building/membership service skills to ensure consistent excellence in service through daily care of members, program participants and volunteers.
- Reviews, tracks and evaluates membership and participant statistics including but not limited to phone calls, tours, sales and registrations. Creates and continually monitors systems that enable associates to successfully respond to the wants, needs and interests of members and participants.
- Promotes membership and program enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in and web registration. Conducts new member prospect tours.
- Manages new member prospects through: leads, tours, walk-ups, no joins, telephone inquiries, referrals, corporate wellness partners, guest passes, terminations, and prospects from campaigns. Achieve daily and weekly prospecting goals.
- Leads and ensures the creation of a culture of exceptional member and program participant service. Works with center teams to continually improve member and participant engagement and experience.
- Conduct member exit surveys. Review and report results.
- Partners with program directors to develop or enhance programs that meet the needs of members.
- Develops effective medium to communicate information to members. Maintains and updates information presented to the membership community within the facility. This includes but is not limited to, bulletin boards, newsletters, flyers, posters, banners, and calendars. Monitor and update the website in conjunction with the association office.
- Serves as liaison to Brand Advancement to insure association marketing and public relations campaigns are coordinated. Assist in the planning and execution of special events and services such as health fairs, open houses, media events, membership drives and the annual Healthy Kids Day.
- Develops, manages, and monitors the membership operating budget to meet or exceed budget targets
- Establishes a high-profile recognition plan that celebrates efforts and ability to engage, connect with, involve and support members/participants.
- Ensure attendance at community functions and events to promote the Y, including mission, programs and services.
- Participate in the association’s Annual Mission Campaign, Membership & Sales Team, Community Mission Board meetings, Association Staff Retreat and various center and association meetings and/or trainings.
- Work Welcome Center as required including evenings and weekends.
Skills/Experience:
- Bachelor’s degree from an accredited college or university or equivalent combination of education and experience is required.
- Three years’ experience in customer service, sales and marketing preferably in a membership setting.
- Two years’ experience with hiring, training, mentoring, coaching and supervising associates as well as guiding and monitoring associate’s teams.
- Demonstrated oral and written communication skills including negotiation, presentation skills and the ability to work effectively with a wide range of constituencies in a diverse community.
- Be an ambassador for the YMCA of Greater Kansas City when engaging members and community. Effectively articulate the mission, goals, values and community impact of the YMCA.
- Intermediate computer skills including experience utilizing email, Microsoft Office (Excel and Word) and a membership tracking system (preferably ActiveNet)
- Able to work with diverse groups of people in an inclusive and effective manner.
- Ability to create a cause-driven culture of serving the members and associates within the center.
- Ability to analyze complex information and define and solve problems.
- Ability to inspire and motivate team members.
- Passion, enthusiasm and support for mission and values of the YMCA of Greater Kansas City.
- Ability to make administrative and procedural decisions and judgments on sensitive, confidential issues.
Job Function:
Organization Info
Listing Stats
Post Date:
Oct 31 2017
Active Until:
Dec 1 2017
Hiring Organization:
YMCA of the USA
industry:
Nonprofit