Membership Director

Description

As the nation’s leading nonprofit organization committed to strengthening communities through youth development, healthy living and social responsibility, the Y offers more than just a job. We offer you a career with a future and the chance to make a lasting difference in your community.  The Membership Director, under the direct supervision of the CDO and CEO, is responsible for implementing innovative tactics to engage new and returning members and create sales opportunities outside of the Y facility. This position directly supervises membership staff. 

The Membership Director must have the ability to lead a team, personally connect members to the Y and each other, be highly organized and possess quality character for collaborating with co-workers, members, associates, volunteers, donors and the general public.  Improving the health and wellness of the community we serve and relationship building with members is a high priority, as is the impact it has on member retention. The incumbent should have a proven track record in staff development, budget accountability, membership sales and retention, member focused attitude, fundraising and community involvement.   

Requirements

SKILLS AND QUALIFICATIONS:

Must be 21 years old at minimum. Strong skills are required in communication, staff supervision and development, budgeting, time management, planning, and interpersonal relationships. Presentation skills, both oral and written, play a large part in the communication to staff, members, and the community. Must receive First Aid and CPR training within 90 days.  This is a fulltime, 40 hour per week position. 

ESSENTIAL FUNCTIONS:

1. Develops, implements, and manages strategic membership initiatives, promotions and practices across the organization with the goal of increasing membership sales, retention and satisfaction. 

2. Leads organization membership team meetings, oversees and guides membership policies, procedures and guidelines with emphasis on exceptional customer service.

3. Hires, trains, and supervises staff and volunteers in assigned areas. Facilitates communication and provides leadership; models relationship-building skills (including Listen First) in all interactions.

4. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.

5. If needed, handles and resolves membership concerns including performing duties of all membership functions when needed. Informs supervisor of unusual situations or unresolved issues.

6. Participates in community meetings to represent the Y as assigned to promote membership. 

7. Other duties as assigned and directed by the CEO. 

Essential Functions:

1. Build personal and meaningful relationships with YMCA members, participants, volunteers, guests, corporations, and donors.

2. Along with the CEO and CDO, develops goals for membership growth and retention. 

3. Effectively articulates the Y brand.

4. Has complete knowledge of all association emergency procedures. 

5. Ensure high member satisfaction as reflected in member retention rate, member surveys and other measurement tools.

6. Coordinates courtesy counter and registration staff hiring, train, schedule and supervision. 

7. Recruits, develops, cultivates, and retains corporate accounts.

8. Creates and implements a comprehensive member connection program reflected in high member retention.

9. Ensures the cleanliness and organization of the Courtesy Counter and oversees our customer service atmosphere. 

10. Oversees administration of special membership programs in conjunction with the Registration Supervisor including SilverSneakers, Silver and Fit, Military, and Corporate Memberships.

11. Administers the organization's financial assistance program.

General Functions:

1. Attends and assists with special events as needed for their success and the YMCA’s success.

2. Maintains a clean, functional, and organized facility.

3. Works as a member of the staff team and interacts with members, guests and other community leaders in a positive manner.

4. Attends all staff training and meetings as required.

5. Has complete knowledge of all organization emergency procedures.

6. Shares in building supervising responsibilities with other exempt staff.

7. Maintains all necessary records as requested.

8. Serves as staff liaison to assigned board committees. 

9. Works effectively with all other Directors for class, program and services coordination. 

10. Enforces YMCA rules and regulations outlined in employee handbook. 

11. Creates staff schedules and ensure proper coverage is maintained during operating hours. 

12. Approves staff time sheets, vacation, sick time, and any other paid time off. 

13. Accepts and demonstrates the positive values of Caring, Honesty, Respect, Responsibility, and Faith.

YMCA CORE VALUES

Caring: Demonstrates a sincere concern for others, for their needs and well-being. Shows compassion, forgiveness, generosity and kindness.

Honesty: Tells the truth, demonstrates reliability and trustworthiness through actions that are in keeping with stated positions and beliefs. A person of integrity and fairness.

Respect: Treats others as they would like to be treated. Values the worth of every individual, including themselves. Shows acceptance, empathy, self-respect and tolerance.

Responsibility: Does what is right. Accountable for their choices of behavior and actions and promises. Shows commitment, courage, good health, service, professionalism and citizenship.

Faith:  Holds to belief with strong conviction and confidence or trust in a particular system of religious belief.  Hebrews 11:1, “Now faith is the substance of things hoped for, the evidence of things not seen.” 

YMCA COMPETENCIES:

 Mission Advancement: Models and teaches the Y’s values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.

 Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.

 Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.

 Personal Growth: Shares new insights. Facilitates change and models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology. Continually strives for improvement and the pursuit of personal/professional development.