Membership Experience Director

Description

OUR CULTURE:

Our mission and core values are brought to life through our culture. At the YMCA of South Hampton Roads, we strive to live our cause of strengthening communities with purpose and intentionality every day.

We are welcoming: we are open to all and create spaces where people can belong and become.

We are genuine: we value people and embrace individuality.

We are hopeful: we believe in the potential of people to grow, lead and become catalysts for change.

We are nurturing: we support individuals throughout their journey to reach their full potential.

We are determined: above all else, we are on a relentless quest to make our community stronger, beginning with our people.

Our culture is not a People & Culture initiative; it is how we lead, serve, develop talent, make decisions and deliver on the YMCA's mission.

POSITION SUMMARY: 

The Membership Experience Director provides key leadership to the Center Membership and Family Experience teams by assisting the DVP/Executive Director in supervising the Membership Experience Leaders and will be directly responsible for administration and program management of Family Programs, Stay ‘N Play, Interactive Zone and Birthday Party rentals. Provides operational leadership in the development of new programs and maintains high standards of quality in all programs. Ensures the delivery of excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the facility. Responsible for membership sales, renewals, and prospect follow-up as directed.

ESSENTIAL FUNCTIONS:

• Supports association’s goals and objectives
• Fiscal management in all areas of responsibility
• Plans, develops and implements programming for Stay and Play, Interactive Zone, Youth and Family Programs and related programs
• Implements sales and membership strategies provided by the Regional Membership Director that support recruitment of new members and retention/engagement of existing members including achievement of sales goals, prospect closing ratios, 13-month retention, membership revenue, and secret shopping goals
• Communicates the YMCA mission and objectives to the community
• Participates in assigned aspects of the Annual Giving Campaign

ADDITIONAL RESPONSIBILITIES:

• Supports the Executive Director by managing and providing leadership to Membership, Youth Programs, Family Programs, Stay ‘N Play and Interactive Zone areas
• Provides direct service in Membership, Youth Programs, Family Programs, Stay ‘N Play and Interactive Zone areas.
• Supervision of the Membership Experience Leader, Family Programs, Stay ‘N Play, Interactive Zone and Birthday Party rentals teams to ensure members and prospects receive exemplary customer service during all interactions
• Schedules personnel as needed to maintain excellent sales and service standards
• Works a flexible schedule including covering staff shortages to ensure that Centers are properly staffed
• Problem solves challenging situations and think of creative solutions to solve problems
• Suggests innovative ways to meet sales goals
• Promotes program and membership enrollment during interactions with existing and potential members in conjunction with marketing efforts to maximize sales.
• Coordinates program registration, including logistics to support phone, walk-in and web registration.
• Ensures proper implementation of member service procedures. Reviews and updates membership procedures and communicates changes to staff. Coordinates with the Resource Operations Center (ROC) as necessary on financial transactions.
• Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA.
• Plans, develops and implements programming for Stay and Play, Interactive Zone, Youth and Family Programs and related programs
• Communicates the YMCA mission and objectives to the community
• Participates in assigned aspects of the Annual Giving Campaign
• Provides strong fiscal management in all areas of responsibility including the structuring and implementation of youth and family programs at Blocker Family YMCA
• Responsible for payroll and schedules of staff within the program areas listed above along with the assistance of the Executive Director
• Monitors the achievements of established program objectives and exercise appropriate action to assure the achievements of the objectives are the highest quality programs and services
• Purchases, keeps inventory and delivery of all program related supplies.
• Program promotion and increasing enrollment numbers in all youth development and family programs, which includes the distribution of marketing materials
• Ensures adherence to the YMCA of South Hampton Roads quality program guidelines
• Participates in association Design Teams and training as well as family center staff, program and department meetings
• Conducts staff training and evaluations and assists in the recruitment and supervision of all staff and volunteers in related programs
• Responsible for the overall safety, cleanliness and function of all related facilities and equipment.
• Ensures all program operations are consistent with association procedures, including emergency, insurance, accident, purchasing, personnel, accounting and other administrative systems.
• Maintains confidentiality and professionalism at all times, to include being a good role model by promoting healthy living and exceeding dress code at all times
• All other job duties assigned by the Executive Director.
• Participate in a successful Annual Support Campaign. Active leadership required in staff giving and community gifts division
• Communicates the YMCA mission and objectives to the community

Requirements

QUALIFICATIONS:

• Minimum two years experience as a coordinator or supervisor of membership and/or child care programs
• Strong management and development skills to facilitate positive relationships with participants, members, staff and volunteers
• Minimum of 21 years of age
• Degree preferred in Business, Early Childhood Education or related field or working towards a degree in the above areas

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

This position operates in a YMCA facility, program, and community-based environment and regularly interacts with team members, leaders, members, program participants, families, and other stakeholders. The role requires frequent walking, standing, running, bending, kneeling, stooping, climbing, and other physical activity associated with program and operational responsibilities. The position requires the ability to lift, pull, carry, and move up to 50 pounds, remain standing or seated for extended periods, and physically complete required job-related certifications. The role may also require performing the duties of direct reports as needed to support program and organizational operations. Flexible hours, including evenings or weekends, may be required based on program and organizational needs.

The YMCA of South Hampton Roads provides reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the position, consistent with applicable law.

ACCOUNTABILITY:

Accountable for achieving assigned organizational and member experience goals as measured through strategic priorities, membership growth and retention, member experience, financial and operating results, Family Experience outcomes, team development, and supervisor evaluation.

Employment is contingent upon satisfactory performance and successful completion and maintenance of applicable position requirements, which may include background screening, driver’s license review, CPS screening, drug and/or alcohol testing, or other screenings as required by the position or applicable law.

COMPENSATION & BENEFITS:

Salary Range: $45,000 - $47,000

The salary range provided reflects the YMCA of South Hampton Roads’ good-faith determination of the minimum and maximum starting hourly for this position.

In addition to base compensation, the YMCA of South Hampton Roads offers a comprehensive benefits package to eligible employees, including an employer-funded retirement contribution equal to 12% of eligible compensation, health and welfare benefits, paid time off, and other YMCA benefits.