As the nation’s leading nonprofit organization committed to strengthening communities through youth development, healthy living and social responsibility, the Y offers more than just a job. We offer you a career with a future and the chance to make a lasting difference in your community. The Senior Membership and Wellness Director, under the direct supervision of the CEO, is responsible for implementing innovative tactics to engage new and returning members and create sales opportunities outside of the Y facility. Additionally, this position will lead Wellness initiatives including but not limited to YMCA Signature Healthy Living programs, Group Exercise, Personal Training, Races and more. This position is expected to lead a high-performing and engaging Membership and Wellness Departments, with the total of approximately 50 staff. The Senior Membership and Wellness Director directly supervises 2 membership coordinators, the program registration staff and a wellness coordinator. The incumbent is responsible for developing and managing $1.1 million of the branch’s $1.8 million annual budget, with 1,650+ membership units (approximately 4,200 members). This position also has responsibility for a portion of the community phase of the branch’s Annual Giving Campaign, with the most recent fundraising goal of $110K.
The Senior Membership and Wellness Director must have the ability to lead a team of peers, personally connect members to the Y and each other, be highly organized and possess quality character for collaborating with co-workers, members, associates, volunteers, donors and the general public. Improving the health and wellness of the community we serve and relationship building with members is a high priority, as is the impact it has on member retention. The incumbent should have a proven track record in staff development, budget accountability, membership sales and retention, member focused attitude, fundraising and community involvement.
Leads high-performing and engaging Membership and Wellness Departments, with the total of approximately 50 staff. Directly supervises 2 Membership Coordinators, Wellness Coordinator and Program Registration. Ensures staff are achieving metric targets and producing meaningful qualitative results. Provides leadership in the daily operations of the branch. Communicates across departments to inspire member focused culture that results in increased member retention.
- Membership Department: 2 PT (Membership Coordinators) 15 PT Membership Staff, and 10 Registration Staff
- Wellness Department: 1 PT (Wellness Coordinator), 20 PT Wellness / Group Exercise Staff and 4 Personal Trainers
FISCAL RESPONSIBILITY:
- Develops and manages the Membership operating budgets and meets or exceeds budget targets.
- Responsible for total annual revenue: $1.1 million and total annual expense: $375,000.
- Membership Units: 1,650 (approximately 4,200 members).
VOLUNTEER DEVELOPMENT & ANNUAL CAMPAIGN:
- Responsible for a portion of the community phase of the Annual Giving Campaign by serving as a liaison for the Campaign Chair and the Annual Campaign Leadership Committee
- Help develop and implement ongoing volunteer & donor cultivation and stewardship practices
- Actively participates in the recruitment of Board Members and other volunteers
- Works closely with volunteers through various Ad Hock Committees & ongoing one-time volunteer opportunities
SALES & MARKETING:
- Creates and implements annual marketing plan to drive new member recruitment. Efforts to include: corporate engagement, neighborhood marketing, cross-promotion, tour follow-ups, etc.
- Collaborate with technical team to ensure website, social media and other mobile tools utilized to meet aggressive revenue goals.
ENGAGEMENT & RETENTION:
- Develops and implements sustainable member engagement strategies with focus on increasing member retention.
- Drives development of innovative and high quality programs within the Membership Department, which supports branch and association mission, goals and strategies.
- Oversees returned draft recapture processes, which account for 50% of branch’s membership cancellations.
- Manages the financial assistance program with the goal of extending Y mission.
- Creates a member-focused culture and models relationship-building skills in all interactions. Fosters a climate of innovation and resolves problems to ensure member satisfaction. Set the standards for and model exceptional member service.
- Responsible for coordinating and managing member communications – monthly e-blasts, website, social media, in-branch communications, member inquiries, etc. In this capacity, the Sr. Membership Director collaborates with the leadership team, front line staff, contact center and association office marketing & communications teams.
- Responsible for leading Member Survey Action Planning Committee to achieve high member satisfaction rates.
- Develops and cultivates strong relationships throughout the branch, association and community.
MEETINGS & COMMITTEE RESPONSIBILITIES:
- Participates in weekly Leadership Meetings.
- Coordinates monthly meetings for Membership Staff.
- Participates in monthly Membership and Program Committee Meetings
- Participates in monthly Annual Support Cabinet meeting (as needed).
- Participates in Annual Campaign Leadership Committee meetings
- Serve on membership focused task forces as needed.
- Previous management experience in recruitment, training and supervision of staff and volunteer groups.
- Must be willing and able to work a flexible schedule, particularly evening and weekend hours.
- Excellent problem solving, organizational and communication skills.
- Strong leadership and excellent customer service skills.
- Ability to set the standards for and model exceptional member service and build a culture of member involvement and engagement in all staff.
- A positive, can-do attitude and the ability to work creatively and independently or as part of a team.
- Sound judgment and decision making as well as problem solving and interpersonal skills to relate to people of all socio-economic levels and diverse backgrounds.
- Ability to provide facility tours, travel locally to meetings and stand for many hours at a time.
Salary: $40,000.00 - $45,000.00