Member Engagement Director

Employee medical for $65/mo, free employee coverage for dental & vision, free LTD & Life insurance, competitive PTO, and many more benefits!
Job Description

This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living, and social responsibility. The Member Engagement Director is responsible for but not limited to: customer-centric values, membership growth, participant satisfaction, member and staff retention and safety, staff supervision, onboarding, training, and coaching. As a Member Engagement Director at the Y, you lead an environment that is inviting and serves all.

Qualifications

1)Associate’s degree in related field or equivalent is preferred.

2)Minimum 2 years related experience is required.

3)Certified CPR/First Aid/AED and attend New Hire Orientation within designated time of hire.

4)Ability to relate effectively to diverse groups of people from all social and economic segments of the community.

5)Excellent interpersonal, communication, and problem-solving skills.

6)Able to work independently and with minimal supervision. Organized and detail-oriented.

7)Adept computer skills in Office 365.

8)Must be able to work flexible hours including evenings, weekends, and holidays.

9)Ability to respond to safety and emergency situations.

Essential Functions

1)Directs and supervises membership to meet the needs of the community and fulfill YMCA objectives. Establishes new relationships and strategies to retain and recruit membership.

2)Recruits, hires, trains, develops, schedules and directs personnel and volunteers as needed. Reviews and evaluates staff performance.

3)Create a customer-obsessed atmosphere for members, staff and volunteers.

4)Seek every opportunity to provide outstanding customer service and pleasantries to have an environment inclusive to serve all and enrich the YMCA experiences.

5)Develops strategies to motivate staff and achieve goals. Ensures records of staff certifications are current and complete.

6)Generate high-level customer service models and trainings such as secret shoppers, member surveys, and leading-edge methods for feedback and satisfaction.

7)Develop and meet budget for department.

8)Subject matter expert in Daxko operations for the organization and member engagement.

9)Assists in the marketing and distribution of program information.  

10)Assists in YMCA fundraising activities and special events by giving and communicating our cause.

11)Models relationship-building skills (including Listen First) in all interactions. Responds to all member and community inquiries and complaints in a timely manner.

12)Assists with cabinet meetings.

13)Performs other duties as assigned.

Cause-Driven Leadership Competencies

The National YMCA Mission:

“To put Christian principles into practice through programs that build healthy spirit, mind, and body for all.”

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/ 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.