Member Services Director

Program Management:

• Responsible for proper recording of all memberships, program, class registrations, locker rentals, and other activities.
• Ensure the collection of all membership fees, class fees, program fees and any other revenue generating activities.
• Manage all insurance incentive and reimbursement programs. 
• Responsible for data entry into computers, including adding new members and posting payments, cancellations, and membership changes.
• Provide balanced reports daily of all income and expenses.
• Responsible for the overall Membership Budget in regards monitoring staffing and other related expenses.
• Track inventory and order items as needed related to staff uniforms and merchandise.
• Responsible for producing facility usage, program statistic, and membership reports.
• Ensure proper checkout of supplies and equipment at member services desk.
• Oversee corporate partnership implementation, reciprocity programs, and community outreach programs.

Supervision:

• Recruit, hire, train, schedule, and supervise the Member Service staff to provide outstanding quality standards of YMCA member services.
• Provide training of Member Service Staff in Sportsmans, and all systems.
• Communicate with Member Service Desk, HLPC Staff, Building Hosts, Program Staff, CFO, and CEO to keep business practices current and assist with problem solving when necessary to provide quality service to members.
• Coordinate effective communication between program staff and the service staff and members.  Ensure that all communication is updated so that all information is the most current and accurate.
• Provide training for proper telephone answering and conduct to all staff. 
• Serve as a link between leadership and membership staff by handling questions and the interpretation of policies while also complying with all of the association's policies and procedures.  
• Continually engage volunteer leadership in cultivation, solicitation, and stewardship activities designed to meet association goals.
• Develop and implement training process for staff and volunteers to prepare them for membership, program, and fund raising activities.
• Work with committees of the Board of Directors.
• Develop and provide strategies to leadership staff in handling staff complaints and problem solving. 

Budget:

• Monitor income and expenses and stay within budget of all programs.  All variances must be reported to CEO/CFO with explanations.
• In cooperation with the CEO, CFO, and Finance Committee, develop, monitor, and implement the annual budget.
• Take an active role and meet annual goals for the Association’s Annual Strong Kid’s Campaign to help ensure everyone has the opportunity to be involved in YMCA Membership and Programs.

Program Promotion:

• In conjunction with Marketing Director and CEO, design and implement communications appropriate to donor cultivation and stewardship.
• Develop a strong presence in the community through effective networking, planning and execution of communications.
• Distribute materials in a timely and efficiently for all programs.
• Develop a method to communicate with members and share opportunities.
• Continually research new avenues for material distribution.
• Available for staff meetings when necessary.
• Perform other duties as assigned by supervisor.