The Membership Director shall be responsible for all day to day functioning of the member service desk as well as giving leadership to all activities of the member service desk. This person will provide leadership to ensure consistent, superior service procedures to maximize member enrollment and program participation. This position also develops and keeps up to date all internal communication that is related to member service desk operations. The Membership Director is also responsible and accountable for membership and program input, statistics, record keeping, reports and cash handling. As part of the Member Service Team, the Membership Director will deliver professional customer service and relationship building skills to create a welcoming environment at the YMCA. The incumbent will also exhibit the core values of caring, honesty, respect and responsibility in all aspects of their work with the YMCA.
- Provides leadership and supervision to the Member Service Team, oversees schedule completion, delegates work, and/or functions as MSR, as needed, in accordance with MSR job requirements.
- Provide leadership for an effective tour and enrollment procedure via desk staff.
- Provide leadership for the continued improvement of all desk services to include member and constituent relations, information and program registration.
- Assist the Association Membership Director/Branch Executive Director in reaching monthly goals for numbers for prospects toured and new members enrolled.
- Assists with approving Member Service Team in ADP Payroll system.
- Review MSR shift reports for accurate receipting of memberships, program participant information, and revenue in computer.
- Responsible for ACTIVE back office tasks including daily membership data entry, renewals, terminations and data clean up.
- Train MSR staff to receipt ongoing programs and seasonal programs as needed.
- Coordinates monthly renewal invoices to annual payment members.
- Oversees collection of outstanding membership balances.
- Works with program staff in meeting branding standards for flyers and brochures.
- Responsible for posting signage/flyers with pertinent program information, special events and member information.
- Review and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
- Promotes programs 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 the Program Directors on related issues.
- Assists in planning of the annual budget; and assists in implementing 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. Coordinate with the corporate office as necessary on financial transactions.
- Assists in organizing membership events at the YMCA and represents the YMCA at community events to promote the YMCA.
- Be knowledgeable, able to articulate and support the YMCA Annual Support Campaign.
- Participates in staff meetings and/or related meetings that are required on the branch and association level.
The Membership Director must be knowledgeable of all facets of the organization in order to carry out major duties and responsibilities as well as the following:
- Effective problem solver in dealing with member and staff concerns regarding programs and membership.
- Management skills, public relations and interpersonal skills, and have the ability to communicate with people at all levels.
- Computer skills and the ability to train staff in the technical aspects of the Membership Service Department.
Salary: $32,000.00 - $37,000.00