Membership Director - Northwest Family YMCA

YMCA
Salary
$50,000.00
$55,000.00
How to Apply
Apply Online
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Job Description

Under the direction of the Center Executive Director, the Membership Director leads center membership staff in attracting, engaging and retaining members. This includes driving a superior member experience, increasing membership enrollment, and enhancing membership connection/engagement, thereby increasing membership and program satisfaction and retention. This position ensures that membership administration operates efficiently and employs a continuous improvement model to meet and/or exceed goals for satisfaction, membership mix and budgeted net membership revenue. 

Critical areas of expertise include: relationship-driven sales and service, peer and community influence, enhancing the member experience, retention strategies, leading others and working in teams, successfully overseeing part-time/full-time teams and interviewing, hiring and onboarding associates.

Qualifications

Education/ Experience Required:

  • Bachelor's degree in related field preferred or equivalent combination of education and experience
  • Previous supervisory experience in sales and customer service preferred which would include three or more years’ experience in managing personnel
  • Has supervised or served in leadership role in 1,500+ unit membership base preferred
  • Supervision of budget exceeding $500,000 preferred (or equivalent budgeting and / or goal achievement)
  • Demonstrated track record of generating leads and closing sales
  • Demonstrated track record of developing and implementing results oriented retention and engagement strategies
  • Strategic planning and tactical execution experience that resulted in achievement of goals
  • Excellent personal computer skills and experience with standard business software
  • Must be able to work flexible hours including evenings, weekends, and holidays
  • Ability to relate effectively to diverse groups of people from all social and economic segments
    of the community
Essential Functions

Program Quality and Growth

  • Welcome Center Operations > Leads the welcome center operations to ensure membership engagement, acquisition, retention, and continuous improvement to include, but not limited to:
    • Ensure standards are being followed for member service and engagement.
    • Timely notification to member services team associates about any changes regarding center, program and other related information critical to member service and engagement
  • Membership Enrollment >Drives membership enrollment including meeting/exceeding established goals. This includes:
    • Assists the association marketing team and center leadership teams to execute enrollment and marketing plans for the center.
    • Overseeing the identification and follow-up on opportunities to increase membership and converts prospects to members.
    • Assists with meeting/exceeding revenue goals (net) for new and existing membership and optimizes the center(s)’ membership
    • Assists with leveraging marketing resources and drives frequent/regular community, web and social media communications and engagement.
    • Conducts new, returning, and prospect cause-driven member tours and assisting in ensuring a seamless transition based on member-specific needs and interests.
    • Identify and attend community events to promote Y membership.
    • Solicit and track sales leads, continually follow-up with prospective members to secure tour appointments, perform all feature/benefit tours of the family center, and close tours by enrolling prospects as members.
    • Providing enrollment and marketing support as needed including web and/or social media communications and engagement.

 

Operations/Team Leadership

  • Administration > Manages daily business and administration functions, welcome center operations to ensure best in class membership experience.
    • Supervises/coaches team and ensures welcome center operations align with member experience, member acquisition, and member administration goals.
    • Generates and/or analyzes membership, enrollment, and revenue reports to monitor and report on achievement of membership goals.
    • Ensures adherence to all YMCA policies and procedures regarding the safety, health and welfare of members, program participants, guests and staff.
  • Team Leadership 
    • Hire, develop, motivate and retain a team of membership associates committed to the YMCA’s mission and Promise.
    • Advocates for association-wide practices and is a source for innovative ways to grow the membership experience, base, and practices.
    • Provides collaborative leadership and guidance to peers through association-wide membership meetings, direct one-on-one best practice sharing with peers both in and outside the center.
    • Develops and monitors staff member development plans and training opportunities that promote career growth within the Y.

 

Membership Engagement and Retention > Increases member connection and commitment to YMCA programs and services ensuring the member experience is consistent, integrated and aligned to YMCA goals including:

  • Gathers data about member satisfaction and interests to ensure connection to programs, services, and other members.
  • Partner with center leadership, program operations, and other related teams to ensure the member experience is consistent, integrated and aligned with member needs.
  • Oversees new and returning member orientation to ensure effective onboarding to include wellness and program teams.

 

Safety and Risk Management

  • Ensures all Tampa Y program standards and best practices are implemented and followed. Applies YMCA policies and procedures, including those related to best practices, emergency procedures, medical and disciplinary situations and child abuse prevention.
  • Ensures all program associates are properly trained and prepared for emergency situations. This includes implementing and following training requirements in addition to ensuring proper reporting of all incidents/accidents according to risk management procedures.
  • Maintains proper records, including associate certifications, meetings, and trainings.
  • Schedules associates and volunteers in accordance to safety and program needs and ensures all safety and program ratios are followed.
  • Monitors programming to adhere to all state, local and YMCA health & safety regulations.

 

Completes all job related, supervisory and other trainings as required.

Performs all other duties as assigned.

Required Certifications
  • Must obtain within 30 days of employment and then maintain current certifications in BLS, First Aid, and Oxygen Administration.
  • Maintain other required certifications as stated in the training matrix.