This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living, and social responsibility. The Director of Member Services at the Raritan Bay Area YMCA intentionally fosters a cause-centered culture that is welcoming, genuine, hopeful, nurturing, and determined.
This position is responsible for servicing members and guests, maintaining member service controls and systems, achieving revenue goals, implementing membership and retention strategies, relationship building, staff development and performing various administrative duties as related to the position. The Director of Member Services oversees all Member Services areas: Childwatch, Welcome Center Security staff and department volunteers.
The candidate must possess the ability to lead the Membership department and work closely with all Departments to provide excellent member service and engagement resulting in strong retention while strategizing, implementing and evaluating all initiatives in new member recruitment and growth.
- Ensures programs and services meet community needs.
- 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. Coordinates with marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues.
- Implements membership strategies that support recruitment of new members and retention of existing members. 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.
- Ensures a level of service and engagement that fosters loyalty among those we serve.
- Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA.
- Meets goals for membership growth and retention. Identifies and resolves problem areas to ensure member satisfaction.
- Oversee and conduct ongoing program member evaluations and surveys to ensure that high levels of quality in programs are maintained at all times; ensure outcomes align with the needs of the community and the branch strategic plan.
- Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicate changes to staff in a clear, concise way. Coordinates with the finance department as necessary on financial transactions.
- Develops, implements and manages the approved budget for membership and takes appropriate action to correct variances.
- Supervises and leads membership staff and volunteers effectively; recruits and hires diverse staff and volunteer teams; onboard and develops them for success.
- Advocates for the YMCA as a charity and support a culture of fundraising through active involvement inbranch fundraising activities and special events.
- Tours the facility on a regular basis to ensure that it’s welcoming, safe, clean, orderly, friendly, and comfortable.
- Educate and enforce rules and regulations of the YMCA to members, participants & guests.
- Carries out other tasks as assigned.
- YMCA Team Leader certification preferred.
- Bilingual in English and Spanish is a plus.
- 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.
- Creativity and a strong commitment to member engagement and socialization.
- High ability to recruit, retain and coach staff; while fostering a positive team atmosphere.
Salary: $43,000.00 - $48,000.00
BASE HOURS: 40 hours/week: While basic hours are 10-6:30 pm, Wednesday (1:15pm-9:45 pm) must be able to work one Saturday or Sunday morning per month and flexible for evening, early morning and/or weekend to attend training, community events and/or address concerns