Membership Director

Come lead the Member Service Team at the Bernon Family Branch of the Hockomock Area YMCA in Franklin, MA!
Job Description

The Membership Director leads all aspects of membership for the Branch, including recruitment of new members, retention of existing members, and supervision of assigned staff.  This position is responsible for leading the development, implementation and evaluation of membership growth strategies, as well as day-to-day management of the Branch member engagement.  The Membership Director develops, plans, and implements procedures aimed at delivering and ensuring the highest level of service to our members.

  • Bachelor's degree in related field, preferred, or the equivalent combination of education and experience
  • Previous supervisory customer service experience, preferred
  • Demonstrated experience in growing membership/customers and strengthening
  • membership/customer retention
  • Excellent computer skills and experience with standard business software
  • Ability to relate effectively to diverse groups of people from all social and economic segments of the community
  • Demonstrated problem solving skill
  • Ability to anticipate needs, determine priorities, follow through, and meet deadlines
  • Exceptional organizational skills with attention to detail
  • Strong interpersonal skills and commitment to high level of customer service
  • Excellent oral and written communication skills
Essential Functions
  • Implements membership strategies that support recruitment of new members and retention of existing members
  • Creates a member-focused culture and models relationship-building skills (including Listen First) in all interactions
  • Fosters a climate of innovation and resolves problems to ensure member satisfaction.
  • Partners with the Membership Sales Representative to grow membership sales and retention within the branch, as well as in the community giving tours when needed, answering sales inquiries, and trains staff to support the Membership Sales Representative.
  • Recruits, hires, trains, develops, schedules, and directs staff and volunteers
  • Develops strategies to motivate staff and achieve goals, regularly hosting departmental staff meetings
  • Manages all aspects of the Child Watch department, including recruitment, hiring, scheduling, and ensuring program safety and quality
  • Coordinates program registration, including logistics to support phone, walk-in, and web registration
  • Coordinates with marketing efforts to maximize enrollments and provide ongoing support to Program Directors
  • Participates in the planning of the annual budget, managing and implementing the approved budget for membership, and taking appropriate action to correct variances
  • Ensures proper implementation of MSD procedures
  • Reviews and updates desk procedures and communicates changes to staff
  • Coordinates with the Business Office, as necessary, on financial transactions
  • Completes the prior day’s Cash-out procedure and bank deposits on a daily basis
  • Organizes membership and family events at the YMCA
  • Represents the YMCA at community events, promoting the YMCA
  • Leads assigned aspects of the fund-raising campaign
  • Participates in staff meetings, events, and Association committees, as assigned