Under the guidance of the Operations Director, the Membership Engagement Director is responsible for the daily membership department operations and implementing strategies that delivers value to the member experience, improves service and increases retention. This includes supervision of assigned staff, setting standards for exceptional membership service as well as being an advocate, and key leader for the YMCA. Develops, plans and implements new procedures and methods to achieve strategic goals. Provide a quality that focuses on the YMCA core values: honesty, respect, responsibility, and caring. It is anticipated that the role will exceed a 40 hour work week.
Areas of Responsibility:
- Provide exceptional customer service by greeting all participants, maintaining a clean and safe facility and demonstrating professional conduct at all times.
- Develops, implements, and manages operating plans to promote program and/or membership growth for the YMCA. Executes strategies to ensure that members and/or program participants connect with one another and connect with the YMCA.
- Oversees all operations and processes as related to membership departments including but not limited to financial assistance, corporate billings, membership renewals etc.
- Implements membership strategies that promote recruitment of new members and retention of existing members. Organizes assigned staff to support membership development and retention goals. Identifies and resolves problem areas to ensure member satisfaction.
- Serves as the branch expert on membership database and maintains a high level knowledge on all Y programs, services and policies.
- Implements follow-up phone call strategies for new members, prospects, and terminated members.
- Have presence on the floor interacting with all; greeting, ensuring member needs are being met, introducing members to other members and suggesting programs, available for questions, resolutions, staff support
- Work to ensure that the Membership Desk is consistently providing good customer service by implementing strong orientation training programs and timely refresher trainings.
- Handles prospect follow-up, primary contact for tours, sales and member orientation
- Recruits, hires, trains, develops, schedules and directs personnel and volunteers as needed. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
- Develop and controls the annual membership 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.
- Organizes and assists with events at the YMCA and represents the YMCA at community events to promote the YMCA.
- Actively works to identify targets markets/prospects and develop initiatives on a monthly basis to increase membership.
- Implement facility wide Member Engagement training
- Director on Duty assignment for evenings/afternoons.
- Participate in Leadership meetings and activities as directed.
- Keeps records essential for control, evaluation and reporting to the Operations Director, CEO, Board of Directors and Committees.
- Must sign the Salina Family YMCA Code of Conduct, Emergency Procedures, and Employee Handbook agreements.
- Follow all YMCA policies and procedures.
- All other duties as requested.
Skills/Experience:
- This position requires a two to three years of experience in member/customer service and supervisory/management position. This person should have excellent personal computer skills and experience with standard business software.
- The candidate should have the ability to relate to diverse groups of people from all social and economic segments of the community. This person should have a proven track record of developing authentic and deepened relationships with others and the ability to establish and maintain collaborations with community organizations.
- The candidate must have the ability to work a flexible schedule that may include morning, evening and weekend hours. This person should have a strong history of developing meaningful relationships and personal commitment to high quality customer experiences.
Compensation/Benefits:
$28,000.00 - $31,000.00
Job Function:
Organization Info
Listing Stats
Post Date:
Sep 13 2017
Active Until:
Oct 13 2017
Hiring Organization:
YMCA of the USA
industry:
Nonprofit