As the Membership Director, you are a critical component to assisting individuals

Job 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 Associate Executive Director, is responsible for implementing innovative tactics to engage new and returning members and create sales opportunities outside of the Y facility. This position is expected to lead a high-performing and engaging Membership Department, and provide top customer service on all levels. The Membership Director directly supervises 15 non-exempt staff. The incumbent is responsible for developing and managing $2.2 million of the branch’s $3.8 million annual budget, with 2,700+ membership units (approximately 8,000 members). This position has responsibility for a portion of the community phase of the branch’s Annual Giving Campaign, with the most recent fundraising goal $70K.

The Membership Director must have the ability to lead a team of peers, 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. Member engagement is of high importance, and enrolling the new members into engagement activities like Smart Start appointments, New Member Challenges, and Member On-Boarding. The Floyd County YMCA is seen as an anchor organization in the re-development of downtown New Albany. The YMCA is a critical partner business in this growing area of the Louisville region. The successful candidate will have a proven track record in staff development, budget accountability, membership sales & retention, member focused attitude, fundraising and community involvement.

Qualifications

POSITION REQUIREMENTS

· A positive, can-do attitude and the ability to work creatively and independently or as part of a team.

· Previous management experience in recruitment, training, supervision of staff and volunteer groups.

· Must be willing and able to work a flexible schedule, particularly evening and weekend hours.

· Excellent problem solving, organizational and communication skills.

· Strong leadership and excellent customer service skills.

· Ability to set the standards for and model exceptional member service and build a culture of member/

involvement and engagement in all staff.

· Sound judgment and decision making as well as problem solving and interpersonal skills to relate to people of all socio-economic levels and diverse backgrounds.

· Ability to provide facility tours, travel locally to meetings and stand for many hours at a time.

· Bachelor’s Degree or commensurate work experience in sales, public relations, marketing with background in fitness/wellness preferred.

Essential Functions

ESSENTIAL FUNCTIONS

MISSION DRIVEN: Upholds the Mission of the YMCA, and demonstrates behaviors that reflect a determined, nurturing, genuine, hopeful, and welcoming nature.

ENGAGEMENT & RETENTION:

· Creates a member-focused culture and models relationship-building skills in all interactions. Fosters a climate of innovation and resolves problems to ensure member satisfaction.

· Develops and implements sustainable member engagement strategies with focus on increasing member retention.

· Drives development of innovative and high quality programs within the Membership Department, which supports branch and association mission, goals and strategies.

· Oversees returned draft recapture processes, which account for 50% of branch’s membership cancellations.

· Manages the financial assistance program with the goal of extending Y mission.

· Responsible for coordinating and managing member communications – monthly e-blasts, website, social media, in- branch communications, member inquiries, etc. In this capacity, the Membership Director collaborates with the leadership team, front line staff, contact center and association office marketing & communications teams.

· Responsible for leading Member Survey Action Team & achieve high member satisfaction rates.

· Develops and cultivates strong relationships throughout the branch, association and community.

SUPERVISION:

· Leads, coaches and mentors a high-performing and engaging Membership Departments, with the total of approximately 15 staff.

· Ensures staff are achieving metric targets and producing meaningful qualitative results. Provides leadership in the daily operations of the branch.

SALES & MARKETING:

· Creates and implements annual marketing plan to drive new member recruitment. Efforts to include: corporate engagement, neighborhood marketing, cross-promotion, tour follow-ups, etc…

· Collaborate with technical team to ensure website, social media and other mobile tools utilized to meet aggressive revenue goals.

FISCAL RESPONSIBILITY:

· Develops and manages the Membership operating budgets and meets or exceeds budget targets.

· Responsible for total annual revenue: $2,200,000.

VOLUNTEER DEVELOPMENT & ANNUAL CAMPAIGN:

· Responsible for a portion of the community phase of the Annual Giving Campaign.

· Help develop and implement ongoing volunteer & donor cultivation and stewardship practices.

· Actively participates in the recruitment of Board Members and other volunteers.

· Works closely with volunteers through various Ad Hoc Committees & ongoing one-time volunteer opportunities.

MEETINGS & COMMITTEE RESPONSIBILITIES:

· Participates in weekly Leadership Meetings.

· Coordinates monthly meetings for Membership Staff.

· Participates in monthly Membership Cabinet meetings.

· Participates in monthly Annual Support Cabinet meeting (as needed).

· Serve on membership focused task forces as needed.