As the front line director of the branch, the Membership Director must exude professionalism and confidence; creating a welcoming, attentive and service oriented experience for all members and staff. The Membership Director must be dedicated to youth development, healthy living and social responsibility. This position requires a deep knowledge of sales, process creation and analysis while being able to continually develop and motivate staff. The Membership Director should have strong knowledge of fiscal management skills. They must be able to increase member units, as well as, increase retention, engagement, and appreciation of members. They must be able to audit sales, tours, track conversions, etc. The Membership Director will attend and represent the branch at Association meetings. They will lead promotional events (branch and Association-wide), co-lead Annual Community Campaign for the Membership Department, hire and train new staff, as well as, provide on-going trainings for all Membership staff. The Membership Director will continue his/her own self-development through the Leadership Development trainings and will collaborate with other departments and branches. This position requires a minimum of 8 hrs/wk working in direct service capacity. Position may require early mornings, evenings and some weekends.
Essential Functions
- Demonstrates relationship building with staff and members to increase member engagement. Approx. 50% of time is spent on coaching and mentoring staff focused on the Mission Sales concept.
- Lead and attend staff meetings and trainings as required.
- Collaborate with Member Engagement Leads to create staff meeting agendas and activities each month.
- Uphold YMCA policies for safety, supervision, mandated reporting and risk management.
- Creates and manages staff schedule & payroll,
- Demonstrate the Character Counts values of caring, respect, honesty and responsibility in all dealings with members, guests, volunteers and fellow staff.
- Demonstrate competencies in and willingness to develop in the Cause Driven Leadership areas of mission advancement, collaboration, operational effectiveness and personal growth.
- Create a comprehensive and dynamic staff development and training program. Observes all staff and provides regular feedback to staff that work a variety of shifts. Reviews staff at a minimum annually.
- Hires and trains staff to effectively engage potential members and members in the YMCA.
- Creates and monitors Membership budget and anticipates changes to revenue and co-creates strategies to meet acquisition/financial goals.
- Tracks membership acquisition by monitoring traffic and conversions through tracking system and develops a daily reporting system that motivates staff.
- Create, monitor and adjust dept. goals and objectives.
- Develop and implement annual membership acquisition and service plan.
- Act as a liaison with the program staff, member services staff, wellness staff, and facilities staff to respond to membership inquiries and improve processes.
- Interpret the YMCA mission to the members and community.
- Evaluate and recommend new policies and procedures.
- Establish strong communication systems with all YMCA staff and facilities.
- Co-Lead membership team in promoting Annual Community Campaign and meeting fundraising goal.
- Work with leadership to exceed standards in all facets of operations including safety audits, financial goals, and staff satisfaction measurements.
- Meet monthly with Sr. management to analyze and evaluate effectiveness of staff training and performance, promotions and management team effectiveness in increasing member engagement.
- Represent branch at community events as required.
- Attend and contribute to association teams, task forces, and sub-committees as required.
- Sit on branch Member Engagement Committee.
Membership Data Base Management
- Develop and implement the preparation of daily, weekly and monthly membership tracking reports as required by the Sr. Director of Member Experience & Communications, Assoc. Exec, Executive Director and Association Office.
- Coordinate systems/procedure development with Administrative Services Director.
Member Satisfaction
- Provide leadership to analyze membership statistics and financial results. Assess and recommend strategies that impact membership growth.
- Advocate for members and effect change to influence and improve the member experience.
- Minimum 21 years of age
- Minimum of 2 year supervisory experience
- Excellent verbal, written and interpersonal skills. Bi-lingual skills in Cantonese, Mandarin, Russian or Spanish preferred
- Strong organizational and computer skills
- Basic computer skills required, including: Microsoft Outlook, Word, Excel.
Required Certifications
- YMCA certifications in Listen First, Facilitation Skills, Leading & Coaching Others, Live CAP, CAP Monitoring & Supervision, Supervision 101 & 201, CPR/AED and First Aid, Annual Safety Trainings, YMCA Team Leader or Multiteam/Branch Leader certification preferred.
Salary: $55,000.00